Heather Tienda
Dallas,TX
Summary
Experienced front office manager with a strong background in delivering exceptional customer service, efficiently managing office operations, and providing comprehensive administrative support. Demonstrates professionalism and tact in all situations, consistently striving to enhance satisfaction and retention levels. Proficient in maintaining strong relationships with vendors and service providers, while ensuring meticulous record-keeping for streamlined operations.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Workshop Coordinator
Building Bridges
01.2025 - Current
- Oversee daily workshop operations, ensuring a structured and supportive learning environment
- Provide case management services by assessing client needs and connecting them with relevant resources
- Assist clients in setting and achieving personal and professional development goals
- Manage payroll processing and ensure accurate client documentation
- Maintain detailed records to track client progress and measure program effectiveness.
- Served as a liaison between presenters, support staff, and participants to ensure a seamless workshop experience for all involved.
- Promoted a positive learning environment by addressing any participant concerns or issues promptly and professionally.
- Assisted clients in achieving personal goals through tailored care plans and daily skill-building activities.
Front Office Manager
A-1 Freeman Moving and Storage
10.2020 - 01.2025
- Managed administrative tasks, including payroll processing, scheduling, and client correspondence
- Coordinated with military and government agencies to facilitate seamless relocations
- Developed and maintained organized filing systems, improving operational efficiency
- Strengthened problem-solving and time-management skills applicable to social service settings.
- Coached employees through day-to-day work and complex problems.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Created, prepared, and delivered reports to various departments.
- Analyzed performance metrics to identify areas of improvement in front office operations, implementing changes for better efficiency.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
Bachelor's of Social Work Intern
Pinnacle Pointe Hospital
01.2024 - 11.2024
- Observed and assisted in individual and group therapy sessions for children and adolescents (ages 5-17)
- Conducted trauma assessments and completed intake documentation
- Collaborated with psychiatrists, nurses, and social workers to develop and update treatment plans
- Assisted in discharge planning by coordinating resources and placement options with DHS
- Gained hands-on experience in crisis intervention and mental health case management.
- Advocated for clients'' needs within the social service system, securing necessary resources and supports.
- Collaborated with multidisciplinary teams to ensure coordinated care for clients and their families.
- Maintained accurate client records, ensuring confidentiality and compliance with ethical standards.
Care Coordinator
Allheart Senior Care of Arkansas
08.2019 - 02.2020
- Scheduled and supervised caregivers, ensuring high-quality service delivery for elderly clients
- Managed Medicaid billing, ensuring compliance with healthcare regulations
- Advocated for client needs, coordinating healthcare and social services for improved well-being.
- Used company software and databases to maintain records of services performed and patient conditions.
- Maintained accurate and up-to-date documentation of patient records in accordance with HIPAA regulations.
- Managed patient caseloads effectively, ensuring timely follow-up and appropriate interventions.
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
Consumer Service Coordinator
Easter Seals Goodwill Industries
08.2016 - 07.2019
- Managed a caseload of 12 individuals with developmental disabilities, ensuring individualized support
- Developed and monitored Personal Support Plans (PSPs) to promote client independence
- Assisted clients with daily activities, medication administration, and community engagement
- Provided crisis intervention and collaborated with families, medical professionals, and service providers.
- Optimized resource allocation within the department by monitoring workload distribution and adjusting team assignments accordingly.
- Demonstrated skills in planning and prioritizing assigned tasks and completed customer inquiries within established time frames.
Direct Support Professional
Quality Life Concepts
02.2016 - 08.2016
- Provided direct care and support for adults with developmental disabilities in a residential setting
- Assisted with daily living activities, meal preparation, and personal hygiene
- Maintained client documentation and followed behavioral support plans.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Facilitated social outings and community integration activities, promoting inclusion and positive experiences for clients.
- Encouraged and supported clients to participate in recreational and leisure activities to promote social interactions and reduce loneliness.
- Assisted clients in achieving personal goals through tailored care plans and daily skill-building activities.
- Maintained a safe and inclusive environment by addressing behavioral challenges with patience and understanding.
Education
CPR, First Aid, Crisis Intervention -
Bachelor of Social Work (BSW) -
Northwestern State University
2024
Skills
- Skills & Competencies
- Soft Skills: Strong interpersonal communication, active listening, empathy, problem-solving, adaptability, time management, teamwork, conflict resolution
- Hard Skills:
- Case management, administrative coordination, crisis intervention, resource navigation, documentation, compliance with regulations (HIPAA, FERPA), CRM/database management, proficiency in Microsoft Office Suite
- Strong communication skills
- Team leadership
- Continuous improvement mindset
- Detail-oriented approach
- Advocacy
- Community outreach
Accomplishments
· Recognized by the U.S. Air Force for Outstanding Customer Service as a Civilian
Interests
Awards & Recognition
, Recognized by the US Air Force for Outstanding Customer Service as a Civilian
Certification
First Aid and CPR
Timeline
Workshop Coordinator
Building Bridges
01.2025 - Current
Bachelor's of Social Work Intern
Pinnacle Pointe Hospital
01.2024 - 11.2024
Front Office Manager
A-1 Freeman Moving and Storage
10.2020 - 01.2025
Care Coordinator
Allheart Senior Care of Arkansas
08.2019 - 02.2020
Consumer Service Coordinator
Easter Seals Goodwill Industries
08.2016 - 07.2019
Direct Support Professional
Quality Life Concepts
02.2016 - 08.2016
CPR, First Aid, Crisis Intervention -
Bachelor of Social Work (BSW) -
Northwestern State University
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