Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

Kerstin Hernandez

Miami,FL

Summary

Experienced esthetician with a strong background in delivering high-quality beauty services and client care. Drawing on 4 years of experience in customer service and beauty advising. Skilled in assessing skin conditions and recommending tailored treatments. Prioritizing customer loyalty and satisfaction. Passionate about utilizing expertise in documentation and patient support to elevate service standards within the beauty industry.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Call Center Agent

FEMA
10.2021 - 04.2024
  • Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
  • Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
  • Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
  • Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
  • Exceeded daily call center metrics, consistently maintaining a high level of productivity and customer satisfaction.
  • Utilized CRM software to track customer interactions, ensuring timely follow-up on outstanding issues.
  • Collaborated with team members to share best practices, resulting in improved overall department performance.
  • Maintained accurate records of customer interactions, documenting details for future reference and quality assurance purposes.
  • Offered technical assistance for customers experiencing difficulties with online processes or software applications related to company products or services.

Medical Assistant

Grand Health Institute
03.2022 - 07.2022
  • Maintained cleanliness and organization in exam rooms
  • Enhanced medical record accuracy through diligent data collection
  • Improved patient flow by efficiently scheduling appointments
  • Sanitized, restocked, and organized exam rooms and medical equipment.
  • Obtained client medical history, medication information, symptoms, and allergies.
  • Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
  • Administered medications and injections as prescribed, adhering strictly to protocols for patient safety.

Referral Coordinator

Miami Beach Community Health Center
03.2021 - 10.2021
  • Called insurance companies to get precertification and other benefits information on behalf of patients.
  • Documented case notes daily and coordinated follow-up for seamless case management.
  • Built professional relationships with service providers.
  • Verified insurance benefits and eligibility for diagnostic procedures before referring clients.
  • Worked with insurance agents to obtain prior authorization for diagnostic procedures.
  • Partnered with other departments, including medical records to provide top-notch service to clients.
  • Notified and reminded clients of appointments.
  • Assisted clients in locating resources that accepted various insurances.
  • Completed up to 100 referral requests each day for medical providers.
  • Maintained current and accurate medical records for over 100 patients.

Beauty Advisor

Ulta Beauty Inc.
12.2020 - 03.2021
  • Established customer loyalty through service
  • Processed payments accurately
  • Ensured cleanliness of display areas
  • Crafted ideal makeup strategies for events
  • Cultivated positive client interactions
  • Educated customers on proper product usage techniques, fostering confidence in their ability to replicate results at home.
  • Maintained an organized and visually appealing product display, resulting in increased customer interest and engagement.
  • Assisted clients in selecting appropriate skincare routines, resulting in improved skin health and overall satisfaction.
  • Collaborated with team members to achieve monthly sales targets and ensure smooth store operations.
  • Kept up-to-date with industry trends, allowing for knowledgeable recommendations of current best-sellers and emerging products.
  • Developed in-depth product knowledge and kept up to date with latest trends in beauty to avail of resources and apply best practices.
  • Helped customers feel relaxed and comfortable through conversation and personal relatability.
  • Met sales goals, supporting organizational health through consistent and reliable service.

Receptionist

City Of Miami Manager
06.2018 - 08.2019
  • Utilized a multi-line phone system to manage over 40 calls daily, ensuring prompt service.
  • Kept reception area tidy, enhancing first impressions for visitors.
  • Monitored visitor access to ensure security and proper communication.
  • Assisted with various office tasks, contributing to overall operational efficiency.
  • Processed payments and handled customer inquiries with professionalism.

Education

Nursing - undefined

Miami Dade College
Miami, FL

Advanced Esthetician - undefined

Celebrity School of Beauty
Miami
10.2024

Skills

  • Skincare Techniques
  • Facial Treatments
  • Product Knowledge
  • Client Consultation
  • Sales Techniques
  • Attention to Detail
  • Patient Care
  • Bilingual
  • High-frequency machine use
  • Extractions and pore cleansing
  • Sanitization
  • Microdermabrasion expertise
  • Skincare product sales
  • Eyebrow shaping and tinting
  • Advanced facial techniques
  • Galvanic current treatments
  • Makeup application techniques
  • Dermaplaning proficiency
  • Advanced facials specialist
  • Acne treatment specialization
  • Manual lymphatic drainage
  • Chemical facial peels
  • HydraFacials
  • Radiofrequency skin tightening
  • Relaxation techniques
  • Facial massage techniques

Languages

English Native
Spanish Native

Certification

  • CMT - Certified Massage Therapist

Timeline

Medical Assistant

Grand Health Institute
03.2022 - 07.2022

Call Center Agent

FEMA
10.2021 - 04.2024

Referral Coordinator

Miami Beach Community Health Center
03.2021 - 10.2021

Beauty Advisor

Ulta Beauty Inc.
12.2020 - 03.2021

Receptionist

City Of Miami Manager
06.2018 - 08.2019

Nursing - undefined

Miami Dade College

Advanced Esthetician - undefined

Celebrity School of Beauty

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