Sonia Andrade
Bakersfield,United States
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
17
17
years of professional experience
Work History
Contact Center Representative
Clinica Sierra Vista
Bakersfield, CA
06.2022 - present
- Maintained strong call control and quickly worked through scripts to address problems.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Updated customer accounts, addresses and contact information within call management databases.
- Offered resolutions to de-escalate calls and solve customer issues.
- Navigated through computer systems to review information and respond appropriately to callers.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Engaged in conversation with customers to understand needs, resolve issues.
- Answered incoming calls, responding to inquiries from patients and other medical offices.
- Protected patients by observing strict HIPAA guidelines.
- Took messages from patients and promptly relayed to appropriate staff.
Special Education Paraprofessional
Greenfield Union School District GFUSD
Bakersfield, United States
05.2007 - Current
- Supported students with personalized accommodations, extra assistance and educational assessments.
- Collaborated with teacher to develop personalized and successful learning strategies.
- Communicated affirmatively and promoted positive attitudes with every student.
- Escorted students to restroom cafeteria, outside to playground and on field trips.
- Worked in tandem with teacher to develop customized classroom environment conducive to students' needs.
- Advised instructor on student behavior or issues requiring immediate attention.
- Instructed small groups of students in alphabet, shapes and color recognition.
- Supervised test taking and graded papers.
- Provided special attention to individuals needing extra academic or behavioral guidance during classes.
- Helped students to develop good behavioral habits through positive reinforcement and encouragement in studies as well as discipline and careful use of physical intervention when required.
- Instructed students with varying abilities and needs in alignment with IEP objectives while delivering personalized and small group lessons.
- Coordinated with teachers to support instruction implementation through students' specific needs and progress evaluations.
- Created safe and nurturing environment focused on students to ensure quality learning experiences.
- Offered students personalized educational, behavioral and emotional support.
- Participated in supervision of students during lunch, physical education and after-school extracurricular activities to maintain peaceful and productive environment.
- Prepared visual aids, equipment and classroom displays to foster learning.
Shift Lead Supervisor
Panda Express Restaurant
Bakersfield, CA
05.2016 - 04.2019
- Supervised, trained and guided team by coaching on daily activities.
- Enforced rules and procedures for accuracy, efficiency and safety.
- Counted cash on hand at shift change and closing to determine shortages or overages and prepare bank deposit statements.
- Delegated tasks to employees and monitored activities and task completion.
- Supervised and led employees to maintain productivity and customer service levels.
- Upheld company standards and compliance requirements for operations.
- Complied with company safety procedures, policies and regulations to promote safe working environment.
- Guided staff on implementing promotions and marketing programs.
Education
Some College (No Degree) - Liberal Arts And General Studies
Cal State Los Angeles
Los Ángeles Skills
- IEP goals
- Classwork oversight
- Teacher assistance
- Special needs
- Activities oversight
- Behavioral plan management
- Behavior modification
- Technology-based strategies
- IEP familiarity
- Reporting requirements
- Enrichment activities
- Social integration
- Reliable and trustworthy
- Flexible
Timeline
Contact Center Representative
Clinica Sierra Vista
06.2022 - present
Shift Lead Supervisor
Panda Express Restaurant
05.2016 - 04.2019
Special Education Paraprofessional
Greenfield Union School District GFUSD
05.2007 - Current
Some College (No Degree) - Liberal Arts And General Studies
Cal State Los Angeles
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