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Customer Service Administrative Assistant

Miami, Florida, United States
August 29, 2017

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Katy Hernandez

*** ** *** *** ***** FL *****


To obtain a challenging position (career) where I can apply the knowledge and experience I have gained.


Image Photo Services- July 11, 2016- August 28,2017

Human Resources Senior Scheduler

•Schedule all the Photographers onboard the vessels depending on their nationality, language, and experience.

•Source all visas for the crew member depending on where they are joining in the world

•Request Travel and Hotel arraignment

•Build Excell spread sheet for all projects in Scheduling

•Bringing back employees who have resigned on good terms and offer them a new opportunity with the company.

•Keep track of all Passport, Visas and Medicals are up to date for the new contract

•Process Resignations and Terminations in the system and assuring all managers are following the policies.

•Work from Home when needed and be on call 24/7 with the Emergency line

•Lots of Problem solving and flexibility to adjust to all changes that happens one day to the next

Starboard Cruise Services – July 14, 2014- June 24, 2016

Human Resources Shipboard Administrative Assistant

•Send all the documentation needed to join the cruise ships (contracts, medicals, immigration letters) by Email, UPS and FEDEX.

•Training all new employees and providing them with information and a tour about the company.

•Making sure all their visa and passport are up to date for embarkation.

•Updating Royal Caribbean System called E1 for all employees embarking and disembarking.

•Filing all the Visas, Contracts, Passport, Medicals, Warnings, Terminations and Personal paperwork.

•Educating myself to learn all the visas around the world or what is needed it to join in each country.

•Updating the embarkation and debarkation report to make sure no one is left behind on the ports.

•Requesting their Ocean Pay card (Payroll) and their uniforms.

•Updating the GAP report, and Gap Management report (Excel spread sheets with promotions and demotions.

•Assisting in scheduling and recruiting employees on different ships depending on the language, nationality and background experience.

•Assisting the employees in anything they need, payroll issues, documents, contracts, medicals questions.

•Manage the employees Ultipro profile.

•Process their Termination or Resignation.

•Making sure all the laws are enforced and employees are not staying in the states longer than necessary.

•Creating Excel Reports to facilitate our work.

•Lots of clerical work and administration work. (780 employees- 3 cruise lines, Royal Caribbean, Celebrity and Pullmantur)

•Book Travel and Hotels for each employee.

•Book Conferences rooms for touch bases and meetings.

3PD/Urban Express Inc. – (GE, IKEA) - June 2013 to July 12, 2014

Logistic Coordinator/ Administrative Assistant to General Manager

•Train new employees coming in

•Answer more the 300 emails a day

•Resolves to customer’s complaints (escalated calls)

•Make sure all the drivers DOT are up to date and the insurance

•Maintain 3 markets warehouses (Atlanta, Tampa, Orlando) make sure all the merchandise is stocked and in good condition to be delivered. Making sure all the trucks are arriving at their schedule times.

•Direct requests and unresolved issues to the designated resource. Keep records of customer interactions and transactions.

•Assist in closing the tickets out when the technicians call to complete their jobs. Organize the service technicians

•Maintain knowledge of all jobs, service calls, and installation projects going on

•Keep track of service technicians in the computer / time stamping

•Get work turned in – in 24 hour manor - Assist in taking customer Service Calls

•Track all IN-Completed work and The scheduling conflicts with the customers

Mercantile Commerce Bank - January 2013 to June 2013(Part time)

Personal Online Banking/Costumer Service:

•Activate /Restrict/Cancel Debit Cards/ Credit cards

•Stop payments/ No Check Posting

•Provide expert advice and service to bank customers

•financial solutions to help customers with large expenses, such as saving for college, buying a home, and planning for retirement

•Assist customers with their online accounts (Process Wires, Bill Payments)

•Work with domestic (20 %) and international customers (80%).

L&D Beauty Nail Supplies - October 2011 to August 2012

Cosmetology Advisor/Customer Service-

•Help customers find the products that meet their needs

•Sell customers as many products as possible. Job duties involve suggesting products,

•Explained how products work, demonstrate how to use products, performing makeovers.

•Operating the cash register.

•Meet sales goals,

•Build customer relations through follow-up calls and mailings, recruit new customers.

•Order new products, Manage inventory

•Advisors may also stock shelves, receive new merchandise


University of Phoenix ( Online)- Miami, FL Attending - Expected Graduation June 2017

Bachelor in Business- Human Resources Management

Southwest Miami Senior High School - Miami, FL Graduated June 2012

High School Diploma


Microsoft Word, Excel, PowerPoint, Publisher, Windows (‘95, ’98, 00, XP, Vista, WIN 7, 8, 10), DOS, Lotus Notes, Google Chrome, AS400, APD, ULTIPRO, Fiserv, Navision. Payplus. Bilingual( Spanish and English)

Fast learner, Problem Solver, Availability to Adapt to any circumstances, Great Customer Services Skills.

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