Yessenia Y. Hernandez
Baltimore,MD
Summary
Dynamic and bilingual professional with a proven track record at Digital Harbor Foundation Project WAVES, excelling in remote IT support and in-person client assistance. Spearheaded digital navigation initiatives, enhancing community relations and customer satisfaction. Confident in Google tools and communication platforms, I thrive in team settings, demonstrating an optimistic mindset and effective collaboration.
Overview
10
10
years of professional experience
Work History
Customer Support Specialist
Digital Harbor Foundation WAVES
Baltimore, MD
06.2022 - Current
- Directed activities of AmeriCorps service members for optimal performance.
- Approved timesheets in compliance with organizational policies.
- Guided the implementation of digital navigation courses specifically tailored to the population at each MDU.
- Streamlined processes for arranging installation setups, equipment servicing, and relocation operations.
- Provide on-site customer service related to enrollment, as well as IT support during installs at managed apartment buildings.
- Monitor internet performance, outages, downloads, and uploads.
- Operated customer support line.
- Troubleshot and resolved technical challenges remotely via phone, text, and email communication.
- Assisted in coordinating and executing regular workshops on Digital Navigation at various MDUs.
- Guided clients in developing proficiency in digital navigation.
- Strategically aligned schedules for maintenance and installations to boost productivity.
- Facilitated conversation between Spanish-speaking clients and IT team.
- Arranged alternative connections for ineligible customers.
- Simultaneous utilization of various applications such as WAVES 2.0, SLACK, ZOOM, ASANA, GroupMe, all GOOGLE functions (DOCS, Meet, and Calendar), and RingCentral in order to coordinate and communicate with the customers, IT team, and the executive team.
Customer Support Representative
Digital Harbor Foundation Project WAVES
Baltimore, MD
06.2019 - 06.2022
- Scheduled installations, maintenance, and service relocation.
- Monitored internet performance, outages, downloads, and uploads.
- Managed the customer service line.
- Provided customers with remote equipment troubleshooting, addressed clients' IT service-related issues and concerns via phone, text, and email.
- Strategically coordinated scheduled installs and maintenances to maximize productivity when possible.
- Provided language support to the IT team during installs and maintenance jobs.
- I communicated with numerous parent-teacher coordinators and school officials in order to address virtual learning IT-related challenges as needed.
- Assisted customers with other non-IT-related needs, such as, but not limited to, the translation of received mail related to benefits and resources, i.e. (food pantries, community-based financial assistance, and local resources), navigating the BCPSS’s online enrollment, and remote learning-related issues during the COVID pandemic.
- Simultaneous utilization of various applications such as UMNS, SLACK, all GOOGLE functions (DOCS, Meet, and Calendar), ASANA, Glide, and RingCentral in order to coordinate and communicate with the IT team and the executive team.
- Elevated customer satisfaction ratings by troubleshooting and resolving issues efficiently.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
- Drove customer escalations to resolution by engaging directly with clients.
Bi-Litteral Case Manager
COMUNILIFE HRA-HASA Scatter Site Housing Program
Bronx, NY
06.2016 - 03.2017
- Delivered tailored case management services effectively.
- Performed detailed assessments to evaluate client needs.
- Conducted face-to-face contacts (home, office, hospitals visits).
- Facilitated medication compliance, medical care access, and independent living skills through diverse support strategies.
- Conducted immediate assistance in crisis situations successfully.
- Coordinated home health care, mental health, and substance abuse services.
- Ensured clients' prompt and monthly rent, and utility bill payment.
Bi-Litteral Coordinator
The Jewish Board Family and Children Services
Bronx, NY
06.2015 - 11.2015
- Coordinated care services for a client roster of 36 individuals.
- Oversaw integrated health services addressing both medical and psychiatric needs.
- Scheduled and completed periodic onsite visits with Client 1, adjusted frequency as per client needs.
- Managed consumer alignment with medication schedules, psychiatric therapies, and medical procedures.
- Assisted in the completion of HRA (supportive housing) applications.
- Connected consumers with various community services and support networks.
Education
Digital Navigation Training
UNIVERSITY OF MARYLAND EXTENSION & NDIA
Baltimore, MD01-2023
Case Manager Certification - Social Work
HUNTER COLLEGE OF THE UNIVERSITY OF NEW YORK SCHOOL OF SOCIAL WORK
New York, NY09.2004
BA - Psychology, With A Specialty in Forensics
JOHN JAY COLLEGE OF CRIMINAL JUSTICE
New York, NY06.2003
Dispute Resolution Certification - Mediation
John Jay College Of Criminal Justice Of The City University Of New York
New York, NY06.2003
Skills
- Optimistic Mindset
- Effective Team Contributor
- Entitlements/Benefits Specialist
- In-Person Client Assistance
- Background in Mental Health
- Bilingual Proficiency
- Remote IT Support Services
- Competent in Google Productivity Tools
- Proficient in Communication Platforms
- Community Relations Coordinator
- Digital Navigation Event Coordinator
References
References: Available upon Request
Timeline
Customer Support Specialist
Digital Harbor Foundation WAVES
06.2022 - Current
Customer Support Representative
Digital Harbor Foundation Project WAVES
06.2019 - 06.2022
Bi-Litteral Case Manager
COMUNILIFE HRA-HASA Scatter Site Housing Program
06.2016 - 03.2017
Bi-Litteral Coordinator
The Jewish Board Family and Children Services
06.2015 - 11.2015
Case Manager Certification - Social Work
HUNTER COLLEGE OF THE UNIVERSITY OF NEW YORK SCHOOL OF SOCIAL WORK
BA - Psychology, With A Specialty in Forensics
JOHN JAY COLLEGE OF CRIMINAL JUSTICE
Dispute Resolution Certification - Mediation
John Jay College Of Criminal Justice Of The City University Of New York
Digital Navigation Training
UNIVERSITY OF MARYLAND EXTENSION & NDIA
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