Mercedes Garcia-Arias

Achieve timely shelter eligibility determinations for families in Boston office, significantly improving access to necessary services. Coordinating with diverse agencies to establish robust support networks and community resources for families.

• Delivered exceptional customer service, ensuring passenger comfort and satisfaction during flights.
• Conducted safety demonstrations and briefings to ensure compliance with airline regulations.
• Assisted passengers with boarding procedures and luggage management for smooth operations.
• Responded promptly to in-flight emergencies, utilizing training to ensure passenger safety.
• Collaborated with crew members to maintain efficient cabin operations during flights.
• Managed onboard inventory, ensuring availability of supplies and timely replenishment.
• Provided assistance during turbulence, calming passengers while maintaining safety protocols.
• Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.
• Maintained a safe cabin environment by conducting pre-flight safety checks and adhering to FAA regulations.
• Handled medical emergencies calmly and competently following established protocols while liaising with the cockpit crew as needed.
• Promoted brand reputation by exhibiting professionalism, friendliness, and attentiveness in every interaction with customers.
• Contributed to company success by consistently achieving high performance ratings for customer service, teamwork, and punctuality.
• Participated in regular training sessions to stay current on industry trends, evolving company policies, safety procedures, and customer service strategies.

Directed rehousing initiatives for congregate shelter accommodating 15 families, utilizing weekly engagement and customized support strategies. Crafted comprehensive monthly rehousing plans and guided families through the housing application process. Increased family access to permanent housing by delivering vital resources and encouragement. Oversaw staff performance through monthly evaluations and distribution of training resources to boost team effectiveness. Cultivated a collaborative atmosphere through consistent meetings, resulting in enhanced site management and staff productivity.

• Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
• Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
• Answered passenger questions and provided solutions to issues arising during flights.
• Collaborated with fellow crew members to deliver a seamless travel experience for passengers on domestic and international flights.
• Increased customer loyalty through personalized interactions, promptly attending to concerns, and resolving issues professionally.
• Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
• Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.

Managed intake processes at Roxbury location, facilitating telephone and in-person interactions to guide families through RAFT application procedures and eligibility assessments. Fostered connections between families and essential community resources throughout Greater Boston region.

• Assisted customers with vehicle registration processes, ensuring compliance with state regulations.
• Resolved inquiries and complaints efficiently, enhancing customer satisfaction and retention.
• Processed transactions accurately using electronic systems for record-keeping and reporting.
• Implemented workflow improvements that reduced processing times for vehicle registrations.
• Coordinated communication between departments to streamline service delivery and enhance efficiency.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Collaborated with team members to develop best practices for consistent customer service delivery.

Achieved successful prevention of homelessness by connecting families with essential community resources and providing utility and rental assistance. Strengthened family connections through regular visits to schools and Suffolk courthouse to assess financial assistance eligibility. Identified barriers through intake assessments and effectively linked families to available in-house resources or community support for long-term solutions.

Achieved successful connections between families and service providers by effectively monitoring insurance eligibility and conducting thorough needs assessments. Established and implemented personalized support plans that enhanced family engagement with providers. Celebrated family milestones, reinforcing progress toward independence through meaningful recognition events.

Directed a team of six youth workers in providing care for children under 21, maintaining safety standards as a mandated reporter. Facilitated daily staff meetings and fostered connections with youth. Strategically planned and implemented daily activities to enhance mental health and emotional support. Oversaw documentation processes to ensure compliance with program requirements. Upheld unit policies and procedures effectively. Executed physical job responsibilities, including physical restraints and CPR. Mediated conflicts among high-risk youth, promoting a peaceful environment.