Shift leader - Azucar Ice Cream Shop - Miami, Florida
(2019-03 - 2020-06)
- Open and close the store
- Supervised employees daily
- Customer service
- Make schedule
- Order and organize inventory
Data Entry Clerk - Del Toro Insurance - Miami, Florida
(2020-07 - 2021-04)
- Enter client's renewal policies
- Verification of previous policies
- Daily organization of files
Corporate trainer - AT&T - Miami, Florida
(2021-05 - 2021-12)
- Train and manage a group of 5-10 people
- Door to Door product sell
- Run workshops and business trips
911 dispatcher - City of Miami police department - Miami, Florida
(2022-06 - 2025-03)
Strong communication skills, multitasking abilities, and quick decision-making are crucial for this role.
- Answering emergency calls: Quickly and calmly assessing the situation by asking key questions.
- Gathering information: Determining the nature of the emergency, the location, and any immediate dangers.
- Dispatching services: Relaying vital information to first responders and coordinating their response.
- Providing instructions: Sometimes giving life-saving instructions over the phone, like CPR guidance, until help arrives.
- Logging information: Accurately documenting calls, times, and actions taken in a computer-aided dispatch (CAD) system.
- Remaining calm under pressure: Managing high-stress situations while offering reassurance to callers.
Crisis Counselor / 988 & 211 Information & Referral Specialist - Jewish Community Services (JCS) - Miami, Florida
(2026-02)
Effective communication skills, crisis intervention, active listening, de-escalation, critical thinking, multitasking, documentation, resource coordination, and sound decision-making are essential in this role.
- Answer crisis and suicide prevention calls while providing emotional support, active listening, crisis intervention, and compassionate support to individuals experiencing emotional distress, suicidal thoughts, anxiety, depression, grief, trauma, and other behavioral health concerns.
- Conduct comprehensive risk assessments by evaluating suicidal ideation, intent, plan, means, protective factors, and overall safety to determine the appropriate level of intervention.
- Develop collaborative safety plans with callers and assist them in identifying coping strategies, support systems, and immediate next steps to reduce risk.
- De-escalate high-risk and emotionally charged situations while maintaining a calm, supportive, and nonjudgmental approach.
- Coordinate with 911 dispatch, law enforcement, mobile crisis teams, hospitals, and emergency responders when there is an imminent risk to the caller or others.
- Provide information and referrals through the 211 Information & Referral Line by connecting individuals and families with community resources and social service agencies.
- Assist callers with housing assistance, food resources, financial assistance, utility assistance, healthcare services, mental health providers, substance use treatment, transportation, domestic violence services, legal aid, and other community resources.
- Utilize resource databases to identify accurate, up-to-date referrals based on each caller's individual needs and eligibility.
- Accurately document crisis assessments, interventions, referrals, and call details while maintaining confidentiality and complying with organizational policies and HIPAA standards.
- Manage high call volumes while effectively multitasking across multiple computer systems and maintaining professionalism and accuracy.
- Apply active listening, motivational interviewing, empathy, conflict resolution, and problem-solving techniques to support callers and promote positive outcomes.
- Collaborate with supervisors, crisis teams, and community partners to ensure continuity of care and appropriate follow-up services.
