Customer Service Management

HORTENSIA ARMAND

**** ** ***** ****** #***, Doral, FL 33178

786-***-**** * *********@*****.***

OBJECTIVE

Seeking a position where I can put in practice my extensive experience in a variety of fields such as Social Work,

Psychology, Counseling Services, Education/Tutoring, Banking and Sales that will allow me to develop new skills and

advance within my job and be able to give my best to an employer.

WORK EXPERIENCE

State of Florida / Developmental Services Area

October 2000 – June 2008

Human Services Counselor III - Social Worker

•Conduct interviews to determine eligibility for services under a special disability program.

•Assessment of psychological, medical and vocational information of clients.

•Conduct visits to homes, group homes and jails for initial and follow-up review of cases.

•Search and contact community providers to assist disabled individuals with available resources.

•Provide counseling to individuals with disabilities for appropriate community services.

•Collaborate with team members in placement activities.

•Management of high volume caseload.

•In charge of monthly reports of court cases.

•Reporting of case management on a regular basis.

State of Florida / Department of Children and Families

September 1996 – October 2000

Public Assistance Specialist - Social Worker

•Management of high volume caseload.

• Conduct interviews to clients to determine qualifications under different governmental programs.

•Responsible for completing assignments related to case work.

•Inform clients about other community and government resources for additional assistance.

•Extensive involvement with customers and community services.

Chemical International Banking Corp.

July 1990 – September 1996

Letter of Credit Specialist

•Responsible for issuance and amendments of international letters of credit.

•Management of financial accountability for transactions related to letters of credit.

•In charge of vault security activities.

•Coordinate and prepare documentation for inter banking transactions.

•Personalized customer service.

EDUCATION

Florida International University, Miami, Florida

Bachelor of Arts Degree in Psychology. Minor in Social Work.

Miami Dade College, Miami, Florida

Associate in Arts Degree – Major in Psychology.

SKILLS

Extensive experience in public, educational and counseling services. Windows and Microsoft Word. Fluent in English

and Spanish. Volunteered at Miami Children’s Hospital. Tutoring experience at Miami Dade College.

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