Yamile Hagemoser
El Paso,TX
Summary
- Pragmatic, quick-thinking, college graduate who understands basic psychological concepts with the ability to provide behavioral health services following applicable laws, regulations, and departmental guidelines. Eager to continue developing professionally, staying current on trends, and committed to ongoing learning. Communicates fluently in Spanish (verbal & written) to collaborate with multi disciplinary teams, and train a diverse staff adhering to organizational policies and procedures. Exudes calmness in high-pressure situations to provide crisis interventions and resolve conflicts before they escalate. Utilizes efficient organizing and prioritizing of work functions & activities to handle multiple tasks simultaneously in a fast-paced environment. Ability to work autonomously and thrive in a hybrid work setting. Additional skills, competencies, and technical tools include:
- Behavior Analysis and Support Planning
- Emotional Intelligence, Empathic Listening, and Phone Etiquette
- Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams)
Overview
9
9
years of professional experience
Work History
Intake Specialist
EL Paso Child Guidance Center
El Paso
06.2023 - Current
- Coordinated schedules and appointments, sending out reminders regarding appointment dates.
- Processed paperwork, obtained screening forms, and secured confidential information.
- Efficiently executed the transfer and discharge process for clients based on established guidelines and their specific needs.
- Safeguarded client charts through the establishment of an efficient tracker system.
- Organized and facilitated outreach programs and presentations targeted towards the rural community, raising awareness of available services.
- Provided evidence-based targeted case management for quality services.
- Assessed individuals' needs and goals as a prelude to therapeutic intervention.
FEMA Customer Service Representative Contractor
Kforce
Tampa, FL
01.2022 - Current
- Leverage bilingual skills to deliver a favorable customer experience while resolving potential issues in a large call volume environment
- Tasked with processing claims according to guidelines and policies
- Drafting appeals and audits responses for Regional Administation review, briefing leadership on potential issues and offered solutions
- Improving customer satisfaction by relationship building and analyzing customer needs.
Customer Service Representative
GC Services
El Paso, TX
01.2021 - 01.2022
- Leverage bilingual skills to deliver a favorable customer experience while resolving potential issues in a large call volume environment
- Tasked with handling multiple card service functions with keen sensitivity helping individuals manage their accounts.
Customer Service Representative
MAXIMUS
El Paso, TX
01.2020 - 01.2021
- Assisted with the 2020 U.S
- Census Bureau's count by providing outbound calls to multicultural households to gather demographic data used in determining the distribution of annual funds to communities.
Shift Lead
Pei Wei Asian Diner
El Paso, TX
01.2016 - 01.2020
- Played a vital role in improving workplace efficiencies and promoting a favorable guest experience by directly assisting the restaurant management team in training, motivating, and onboarding team members to excel in a fast-paced highly demanding hospitality environment
- Accountable for running a smooth daily operation (front & back of the house) stepping in for management teams as needed
- Tasked with promoting enthusiasm and gaining buy-ins with staff leading by example
- Deployed a solution-based problem-solving approach to resolving conflicts and handling any issues with patrons calmly
- Implemented a customer-centric culture that was instrumental in maintaining a robust level of regular diners and bolstering recommendations in a highly competitive market.
Education
Bachelor's Degree in Psychology -
New Mexico State University
01.2022
Associates Degree in Psychology -
El Paso Community College
01.2018
Skills
- Behavior Analysis
- Support Planning
- Assessment Writing
- Emotional Intelligence
- Empathic Listening
- Phone Etiquette
- Intellectual & Developmental Disabilities
- Etiology
- Investigative Principles
- Identifying Root Cause
- ADA
- ICF-IID Guidelines
- Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams)
- Intake Assessment
- Records Maintenance
- Case Management
Timeline
Intake Specialist
EL Paso Child Guidance Center
06.2023 - Current
FEMA Customer Service Representative Contractor
Kforce
01.2022 - Current
Customer Service Representative
GC Services
01.2021 - 01.2022
Customer Service Representative
MAXIMUS
01.2020 - 01.2021
Shift Lead
Pei Wei Asian Diner
01.2016 - 01.2020
Bachelor's Degree in Psychology -
New Mexico State University
Associates Degree in Psychology -
El Paso Community College
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