Customer Success Support

MARIELA HERNÁNDEZ

Carmel, NY cellphone: 914-***-**** *********@*****.***

PROFILE:

Bi-lingual Human Service and Opera*ons Support Professional with extensive experience providing case management and outreach services. Strong leadership ability. Handles confiden*al and sensi*ve informa*on and provides excellence in documenta*on and repor*ng. Uniquely qualified to provide consul*ng services to guide, assist, and support clients facing challenging life transi*ons and facilitate posi*ve outcomes. Strong legal background and ability to navigate legal systems. Municipal Government A7orney in Colombia. Cer*fica*ons in Slack and Project Management.

AREAS OF EXPERTISE:

Bilingual English/Spanish Legal Exper*se Educator Mo*vator Case Manager Teams Technology

Conflict Resolu*on MS Office Suite excel Social Media Translator Slack Internet Research Advocate.

PROFESSIONAL EXPERIENCE:

CUSTOMER SUPPORT SPECIALIST LEVEL Escala on & TECH U. S Small Business Administration Government Contractor 08/2021- 04/30/2025

· Provide technical and customer support at government call center in English & Spanish.

· Create accounts, unlock them and give temporary passwords to customers.

· Update account informa*on, answering ques*ons and resolving issues.

· Assist customers with troubleshot*ng, a7aching documents, rules, payments and recurrent payments.

· Provide language translators in mul*ple languages and help clients navigate systems.

· Complete training, cer*fica*ons and video calls u*lizing Team's app. CENSUS WORKER AND TEAM LEADER, US CENSUS FIELD SUPERVISOR Westchester and Putnam County, Zone #1 Office Peekskill, NY 01/2020 - 11/2020

·

Led team of Census Workers, calls, emails, mee*ngs, immediately answers and problem solve.

·

Created the Team Schedule, equipment, reviewed the Time & Expenses approvals daily. ASSOCIATE (PT) Marshall's Brewster, NY 10/2018- 2020

·

Provided fashion advice and other informa*on on merchandise to customers. SELF-EMPLOYMENT ENTREPRENEURIAL EXPERIENCE:

LEGAL SUPPORT

/ Various Municipal Assignments, Colombia

·

Provided casework and advocacy consul*ng services including daily opera*ons, trainings and client contact.

·

MH Lawyers, Insurance and Investment was my own, very successful firm in Medellin

, Colombia

INSURANCE INVESTMENT BROKER Medellin, Colombia

·

Managed daily opera*ons, client contact, sales and advisement.

·

Served as Consultant Administrator for media*on and training conferences, speaker for the Colombian Ministry of Jus*ce and Insurance Clients EDUCATION: Master's in Government University Externado of Colombia Bachelor of Law, Coopera*ve University of Colombia Law School

www.linkedin.com/in/mariela-hernandez-b0b581277

https://www.coursera.org/user/68d91b2b5a163a9a0d60e278c1798c55

Contact this candidate