Luciana Fernandes
Dorchester,MA
Summary
Highly skilled and results-oriented professional with over 4 years of customer service experience. Demonstrates ability to assess and effectively navigate complex obstacles, consistently recognized as a valuable team member. Thrives in intense and demanding environments, providing decisive team leadership and structure. Proven track record of motivating and developing team members. Seeking new opportunities in the work field.
Overview
5
5
years of professional experience
Work History
Case Manager
Ethos
Jamaica Plain, MA
05.2024 - Current
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Conducted home visit ( review paperwork, interview consumers, update any change in health, living conditions etc)
Security Officer
Boston Children's Hospital
Boston, MA
09.2022 - 05.2024
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
Manager
Healthcare Services Group
North Attleboro, MA
10.2021 - 09.2022
- Managed all aspects of building organization, maintenance and purchasing of all supplies
- Maintain staff by recruiting, selecting, orienting and training employees
- Ensure staff follow health and safety regulations, and all paperwork is up to date
- Weekly test staff for covid 19
- Making sure schedule, inservice, monthly report, and all documents are completed on time
- Ensure staff feels safe and comfortable in the work space
Account manager
3Mk, inc.
Providence, RI
04.2021 - 10.2021
- Door to door sell
- Overturn objections
- Build personal relationships with customers
Customer Service Representative
Dependable Cleaners
Dorchester, MA
09.2019 - 04.2021
- Built a strong working knowledge of the company procedures and protocols
- Detailed and input client's items into the system before cleaning process
- Field each individual item according to the customer's designated pick up location
- Attended workshop and conferences centered around increasing customer services skills
Sales Associate
Macy’s
Braintree, MA
06.2019 - 12.2019
- Helped to achieve increases in sales
- Personally assisted individual customers with their shopping experience
- Coordinated and scheduled deliveries based on the sales and future needs
Education
One year of college - Business Management
Quincy College
Quincy, MA07.2019
High School Diploma -
Burke high school
Boston, MA01.2017
Skills
- Customer service
- Bilingual
- Multitask
- Management
- Leadership
Awards
- High School Honor Roll
- MCAS Award
Languages
English
Full Professional
Spanish
Native or Bilingual
Cape Verdean creole
Native or Bilingual
Portuguese
Native or Bilingual
Timeline
Case Manager
Ethos
05.2024 - Current
Security Officer
Boston Children's Hospital
09.2022 - 05.2024
Manager
Healthcare Services Group
10.2021 - 09.2022
Account manager
3Mk, inc.
04.2021 - 10.2021
Customer Service Representative
Dependable Cleaners
09.2019 - 04.2021
Sales Associate
Macy’s
06.2019 - 12.2019
One year of college - Business Management
Quincy College
High School Diploma -
Burke high school