IVONNE CERVANTES
Summary
I am a well-rounded and eclectic person who has the ability to not only follow but lead when necessary to accomplish my employer's goals. I am a dedicated worker who has excelled at various positions throughout my work history. I am empathetic but strict and I strive to practice evidence-based theories in order to provide the best of services for all people regardless of their sex, race, religious affiliation, etc. in any sort of work setting from basic customer service to therapeutic work. I am Detail-oriented and an organized Property Manager effective at managing personnel, property and special projects. Dedicated to interacting with property office and maintenance staff to manage on-site activities. Focused on achieving occupancy goals and working closely with property owners and decision-makers for various needs.
Overview
18
18
years of professional experience
Work History
Property Manager
Two Bright Stars, LLC
11.2023 - Current
- Followed up on delinquent tenants and coordinated collection procedures.
- Maintained original leases and renewal documents in digital and hardcopy format for property management office.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
- Monitored progress of construction and maintenance projects and notified appropriate individuals of project updates, delays, and schedule changes.
- Coordinated with janitorial and engineering staff on maintenance and upkeep.
Front of House /Back of House Manager
Incredibowl
10.2012 - 07.2023
- Followed operational procedures and enforced product standards, quality and consistency.
- Supported smooth front end activities through steady product flow and accurate pricing.
- Inspected equipment and machinery for proper working condition and directed staff to clean and repair as needed.
- Developed unique events and special promotions to drive sales.
- Verified prepared food met standards for quality and quantity before serving to customers.
- Reduced inaccuracies by carefully counting cash and keeping meticulous records of transactions.
- Motivated staff to perform at peak efficiency and quality.
- Maximized quality assurance by completing frequent line checks.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
Customer Service Representative
TTEC
11.2017 - 11.2019
- Responded to customer requests for BANK OF AMERICA products, services, and company information.
- Serviced various bank accounts while assisting customers on other issues simultaneously.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
Counselor Intern
Hope Clinic
01.2017 - 05.2017
- Proposed creative team activities such as Lunch and Learn on Human Trafficking and creating an anti-mosquito and herb garden as well as a labyrinth for meditation.
- Fostered communication and friendship among group members through team-building activities.
- Conducted client consultations and collaborated with other agency professionals to discuss courses of treatment.
- Worked collaboratively with other mental health professionals to provide consistent care and minimize diversion.
- Observed and monitored client behavior and responses to treatment.
- Completed one-on-one counseling with broad range of clients suffering from various diseases and issues.
- Assessed mental health needs to determine nature and extent of clients' emotional, behavioral or mental health issues.
- Guided clients in effective therapeutic exercises integrated from Cognitive Behavior Therapy and Dialectical Behavior Therapy (DBT).
- Attended trainings to participate in regular supervision and continued education to maintain professional competence and ethical standards.
- Provided referrals to connect clients with other community resources to support mental health and well-being.
- Documented clients' progress to keep detailed notes on each client's treatment progress and changes in mental health status.
- Encouraged patients to discuss experiences in group and individual settings.
- Counseled clients to help understand and overcome personal, social and behavioral problems.
Student Volunteer
La Union Del Pueblo Entero - Lupe
10.2016 - 12.2016
- Assisted in teaching the English as a Second Language class alongside a certified teacher.
- Facilitated community outreach to expand participation and support.
- Connected clients to other available resources provided by LUPE.
- Worked in team environment to maintain high levels of productivity.
Hospice Social Worker Intern
Allstate Hospice
01.2016 - 05.2016
- Provided patient and family education on available resources and self-care strategies.
- Assisted patients in accessing housing, financial assistance and other community resources.
- Coordinated patient discharge planning and follow-up care.
- Provided crisis intervention services to individuals facing medical, emotional and mental health challenges in hospital setting.
- Conducted own Grief Support Group for Adults and one for Teens.
- Participated in interdisciplinary care conferences to discuss patient care plans and referrals.
- Assessed risk factors of patients and made referrals for further services.
- Completed psychosocial evaluations and needs assessments.
- Maintained detailed records of patient progress, documentation of services and case notes.
- Worked with medical teams, patients and families to implement effective treatment plans.
- Conducted in-home visits to provide supportive services.
- Prepared project presentations and reports to assist senior staff.
- Conducted regular reviews of operations and identified areas for improvement.
- Participated in clinical supervision to maintain professional development.
Student Volunteer
Palacios Alcohol Drug Education and Counseling
09.2015 - 12.2015
- Took and followed detailed directions from others.
- Learned to facilitate State Mandates Drug and Alcohol Education course.
- Completed research, compiled data.
- Assisted in Anger Management classes, learned how they are supposed to be conducted.
- Would monitor the attitudes of clients and how they behaved in class to determine the different sorts of members you find in a group setting.
-
Student Volunteer
Mujeres Unidas
10.2014 - 12.2014
- Maintained tidy and organized environment to comply with cleanliness standards.
- Helped clients navigate social services system and access needed resources.
- Assisted clients with obtaining housing, employment and support resources.
- Coordinated and managed volunteer activities for community service projects.
- Helped decorate and create a more welcoming environment in the communal housing area for the women and children living there.
Student Volunteer
La Union Del Pueblo Entero - Lupe
03.2014 - 05.2014
- Worked in team environment to maintain high levels of productivity.
- Took and followed detailed directions from others.
- Maintained tidy and organized environment to comply with cleanliness standards.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Assisted with various projects that needed to be done at the main location as well as assisted a few weekends with their partner organization, Proyecto Azteca, to construct homes and organize their location.
- Managed filing system, entered data and completed other clerical tasks.
Carhop Server
Stars Drive-In
02.2010 - 10.2012
- Operated manual and electric appliances to peel, slice, and trim food.
- Cleaned and maintained drive-in parking lots, picnic areas and building grounds to provide clean and attractive environment for customers.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
- Organized freezers, refrigerators and storage rooms by receiving, recording, and moving food and beverage supplies and products.
- Memorized orders and maintained accuracy in high-traffic times.
- Took orders and delivered food and beverages to customers in cars to provide quick and convenient customer service.
Survey Interviewer
Weise Research Associates
10.2006 - 06.2007
- Used specified forms to compile, record and code results or data from interviews and surveys.
- Elicited comments from individuals surveyed and accurately recorded comments.
- Followed scripted questionnaires verbatim to collect research data.
- Convinced unwilling individuals by using logical, persuasive rebuttals.
- Adjusted scripts to better target needs and interests of specific individuals.
- Explained survey objectives and procedures to interviewees.
- Trained and coached new recruiters to improve individual's interviewing capabilities.
- Utilized behavioral-based interviewing techniques to evaluate candidates' experience and skills.
- Conducted phone and video interviews to assess candidates based in remote locations.
Education
Master of Science -
The University of Texas Rio Grande Valley
Edinburg, TX12.2020
Bachelor of Science -
The University of Texas Rio Grande Valley
Edinburg, TX05.2016
Associate of Arts -
Southeast Community College Area
Lincoln, NE05.2011
High School Diploma -
Lincoln High School
Lincoln, NE05.2009
Skills
- Project management
- Fluent in English and Spanish (read, write, communicate)
- Punctual
- Certified food handler and TABC certified
- Computer Literate
- Exceptional oral and written communication skills
- Adaptable
- Administrative Support
- Customer service-focused
- Tenant relations
- Staff Management
- Property Management
Timeline
Property Manager
Two Bright Stars, LLC
11.2023 - Current
Customer Service Representative
TTEC
11.2017 - 11.2019
Counselor Intern
Hope Clinic
01.2017 - 05.2017
Student Volunteer
La Union Del Pueblo Entero - Lupe
10.2016 - 12.2016
Hospice Social Worker Intern
Allstate Hospice
01.2016 - 05.2016
Student Volunteer
Palacios Alcohol Drug Education and Counseling
09.2015 - 12.2015
Student Volunteer
Mujeres Unidas
10.2014 - 12.2014
Student Volunteer
La Union Del Pueblo Entero - Lupe
03.2014 - 05.2014
Front of House /Back of House Manager
Incredibowl
10.2012 - 07.2023
Carhop Server
Stars Drive-In
02.2010 - 10.2012
Survey Interviewer
Weise Research Associates
10.2006 - 06.2007
Master of Science -
The University of Texas Rio Grande Valley
Bachelor of Science -
The University of Texas Rio Grande Valley
Associate of Arts -
Southeast Community College Area
High School Diploma -
Lincoln High School