Summary
Overview
Work History
Education
Skills
Timeline
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Jesenia Serrano

Rochester,NY

Summary

Dedicated professional with experience in customer service leadership and direct care management for vulnerable populations. Expertise in providing childcare, coordinating daily needs, and creating safe environments for individuals in crisis. Proven strengths in team supervision, problem-solving, and relationship-building, committed to serving others with integrity and empathy.

Overview

2
2
years of professional experience

Work History

Customer Service Manager/Department Head

Hobby Lobby
Rochester, New York
10.2024 - Current
  • Oversee daily front-end and department operations.
  • Supervise, train, and support team members.
  • Handle escalated customer concerns, resolving issues with professionalism to maintain customer trust.
  • Enforce company policies while maintaining a positive and respectful environment.
  • Maintain organized systems for transactions, returns, and inventory processes.
  • Monitor inventory levels to support product availability for customers.

Direct Care Manager

Margaret's Home
Rochester, New York
06.2025 - 01.2026
  • Supported residents in developing stability, routines, and independent living skills.
  • Supported residents with daily living needs, including childcare, household coordination, and personal assistance to enhance overall well-being.
  • Mediated conflicts among residents, fostering a supportive community atmosphere.
  • Built trusting relationships with mothers and children in a trauma-informed care environment.
  • Coordinated transportation for residents to employment, school, medical appointments, and errands.

Education

Bachelor of Arts - Bible Studies

Bethany Global University
Bloomington, MN
05-2024

Skills

  • Customer service
  • Problem solving
  • Organizational skills
  • Conflict mediation
  • Community engagement
  • Communication skills
  • Compassion and empathy
  • Relationship building
  • Dependable and trustworthy

Timeline

Direct Care Manager

Margaret's Home
06.2025 - 01.2026

Customer Service Manager/Department Head

Hobby Lobby
10.2024 - Current

Bachelor of Arts - Bible Studies

Bethany Global University

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Jesenia Serrano