Suhei Herrera
New Windsor
Summary
Passionate and experienced Hotline Coordinator with a proven track record in crisis intervention and customer service. Excels in managing high-stress situations and providing support to individuals in need. Highly organized and detail-oriented professional with strong work ethic and dedication to achieving goals. Skilled at developing and maintaining documentation systems and preparing reports. Knowledgeable in project management principles, business processes and customer service best practices.
Overview
7
7
years of professional experience
Work History
Hotline Coordinator
Catholic Charities of Dutchess County
03.2023 - Current
- Support case management in providing client services.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Maintain current and accurate documentation of intake.
- Accomplished multiple tasks within established timeframes.
- Demonstrated excellent active listening skills during each call, allowing callers to feel heard and valued.
- Coordinate food pantry.
- Ensured accurate documentation of calls and maintained confidentiality of client's information.
- Entered data, generated reports, and produced tracking documents.
- Provide all intake for walk-ins, phone inquiries, family members, other agencies.
- Ability to engage and assist individuals in crisis.
Youth Counselor
Children's Home of Poughkeepsie
11.2021 - 03.2023
- Monitored youth behavior and offered guidance and support for positive change.
- Assisted youth in developing problem-solving and communication skills to support stress management.
- Helped youth develop and achieve personal goals with close support.
- Maintained accurate documentation of youth progress in line with reporting requirements.
- Established and maintained relationships with youth, families and community partners.
- Designed safe and supportive environment for clients to discuss issues.
- Listened to clients' concerns and provided encouragement and support.
Healthcare Access Management
St.Luke's Cornwall hospital
10.2020 - 10.2021
- Communicated with patients with compassion while keeping medical information private
- Mastered hospital computerized systems, efficiently entered, monitored and tracked computerized data and mentored other hospital team members in technology use
- Interviewed and registered hospital patients upon admission, verified patient identity, confirmed patient demographics, obtained electronic consent and entered data in hospital billing portal
- Greeted and admitted patients and visitors for in-patient and outpatient surgeries, testing and procedures and communicated policies and gave directions to proper clinical or waiting area
- Discharged patients and collected patient-related payments, including insurance co-pays and payment deposits
- Addressed patients and visitors professionally, efficiently and empathetically, demonstrated warm, approachable demeanor and kept waiting area orderly, presentable and inviting
- Communicated thoroughly with internal teams such as cardiology, MRI, CT, laboratory and radiology, creating seamless and low-stress patient experience and efficient hospital operations
- Managed patient admissions and discharge from hospital to home care, extended care facility or self-care
- Completed registrations for laboratory work, surgical procedures and radiology
- Determined charges and collected co-pays
- Checked patient information and insurance coverage
- Prepared presentations and proposals, assisted in bookkeeping and produced budget reports
- Routed agreements, contracts and invoices through signature process.
Hotel Front Desk
Days Inn By Wyndham
08.2017 - 09.2020
- Maintained a professional and presentable front desk area, ensuring guests were greeted with a clean and welcoming environment upon arrival.
- Collaborated with housekeeping and maintenance teams to ensure timely completion of tasks and room readiness.
- Streamlined check-in and check-out processes for increased efficiency and guest satisfaction.
- Handled escalated guest complaints professionally, working towards resolution while maintaining composure under pressure.
- Maintained accurate guest records, safeguarding sensitive personal information in compliance with privacy regulations.
- Monitored occupancy levels, adjusting room rates as needed to maximize revenue potential.
- Trained new front desk staff members, improving overall team performance and knowledge.
Education
High School DIPLOMA -
NEWBURGH FREE ACADEMY
06.2017
Skills
- Active listening
- Crisis management
- Conflict resolution
- Communication
- Proficiency with MS office suite, Excel and outlook
- Problem-solving
- Organization
- Data Entry
- Empathy
- Customer Service
Languages
Spanish
Native or Bilingual
Timeline
Hotline Coordinator
Catholic Charities of Dutchess County
03.2023 - Current
Youth Counselor
Children's Home of Poughkeepsie
11.2021 - 03.2023
Healthcare Access Management
St.Luke's Cornwall hospital
10.2020 - 10.2021
Hotel Front Desk
Days Inn By Wyndham
08.2017 - 09.2020
High School DIPLOMA -
NEWBURGH FREE ACADEMY
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