Hernan Desiderio

· Conduct thorough assessments of unaccompanied minors to identify risks, strengths, and individualized needs.

· Deliver crisis intervention and trauma-informed emotional support to promote safety and stability.

· Facilitate educational sessions to strengthen minors’ understanding of their rights, responsibilities, and available resources.

· Partner with social workers, legal advocates, and healthcare providers to coordinate comprehensive care plans.

· Maintain precise and timely case documentation to ensure accountability and compliance.

· Manage caseloads across multiple states, navigating diverse legal and policy frameworks related to child welfare, education, Medicaid, and services for unaccompanied minors, ensuring compliance and effective advocacy.

· Mentor and provide guidance to new staff and interns, supporting onboarding and skill development in case management practices.

· Serve as point of escalation for complex client needs, coordinating with supervisors, child welfare agencies, and legal professionals to resolve crises.

· Participate in quality assurance activities, ensuring case documentation, assessments, and service provision meet program standards

· Led onboarding and training for new baristas, equipping them with the knowledge and skills to adhere to company policies, operational procedures, and customer service best practices.

· Provided ongoing coaching and professional development for team members and volunteers, fostering continuous learning and adaptability to new products and processes.

· Strengthened team performance by modeling effective communication, collaboration, and problem-solving in a fast-paced environment.

· Enhanced customer retention and loyalty by de-escalating concerns, delivering personalized support, and ensuring consistent service quality.

· Promoted customer education by explaining product offerings and preparation methods, encouraging informed choices and building brand trust.

· Provided free tax preparation services for elderly and low-income individuals, specializing in Forms 1040, 1040A, and 1040EZ.

· Prepared and electronically filed basic and advanced individual tax returns using TaxSlayer Pro, ensuring weekly transmission deadlines were met.

· Reviewed and audited completed tax returns for accuracy, identifying and correcting errors prior to e-filing to ensure compliance with IRS regulations.

· Supervised and mentored a team of 25+ college and high school volunteers across two tax-preparation sites, providing training, guidance, and quality assurance.

· `Safeguarded sensitive client information by handling and storing documents in strict accordance with IRS confidentiality and security standards.