Rosemary Cervantez
Chula Vista
Summary
I am an experienced customer service professional with a proven record in hospitality, leadership, and team coordination. I have a passion for making people feel welcome and cared for. I wholeheartedly believe in excellent service in all I do. I believe in supportive leadership and in extraordinary guest experiences. I love to learn, and I can quickly grasp new concepts and procedures. I'm ready to use and apply my experience and skills in hospitality and customer service in the Assistant Front Desk Manager role.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Substitute Teacher
Chula Vista Elementary School District
11.2018 - Current
- Cover 98 percent of the calendar school year within Chula Vista Elementary School District
- Educate and supervise 4,500 primary and secondary students at 20 schools during the school year
- Confidently apply lesson plans in English and Spanish; in reading, writing, and math
- Maintain positive relationships with students, parents, and staff
COVID-19 Response Frontline Case Investigator
COUNTY OF SAN DIEGO HEALTH AND HUMAN SERVICES
08.2020 - 06.2021
- Managed the COVID-19 response by efficiently conducting numerous case investigations.
- Reduced the risk of community transmission by promptly identifying close contacts of confirmed cases.
- Educated clients on COVID-19 symptoms and prevention, and provided isolation and quarantine instructions in an empathetic manner.
- Collaborated with agency partners to investigate, isolate, and lower COVID-19 cases.
- Maintained accurate case records and entered data into an electronic charting system.
Sales Associate
Home Depot
03.2015 - 07.2015
- Addressed customer inquiries in a timely and empathetic manner
- Educated myself on company products and trends to apply context during client interactions
- Efficiently processed sales, exchanges, and returns using multiple forms of payment
Customer Service Supervisor
Southwest Airlines
11.1999 - 08.2006
- Supervised a customer service team built on trust, positive leadership, and open communication channels.
- Implemented company policies and procedures for professional, cohesive customer care.
- Conducted performance reviews and provided constructive feedback to improve employee performance.
- Collaborated with other departments and industry partners, to ensure the safety of passengers and fluidity of operations, and to maintain timely operations.
- Ensured customer satisfaction by efficiently addressing and resolving concerns.
Customer Service Agent
Southwest Airlines
09.1995 - 11.1999
- Provided extraordinary customer service to all internal and external customers.
- Scheduled passenger reservations, collected appropriate fees on sales transactions, and prepared luggage for transport.
- Ensured passengers' safety by adhering to company standards and policies.
- Contributed to company goals by consistently meeting performance or exceeding performance metrics.
- Southwest Airlines Agent of the Quarter for outstanding performance serving customers (1996)
Education
BACHELOR OF SCIENCE - APPLIED ARTS AND SCIENCES, PUBLIC HEALTH EMPHASIS
SAN DIEGO STATE UNIVERSITY
SAN DIEGO, CA01.2016
ASSOCIATES IN LIBERAL ARTS - MATH, AND SCIENCE EMPHASIS
SOUTHWESTERN COLLEGE
CHULA VISTA, CA01.2014
CERTIFICATE OF COMPLETION - HOTEL, RESTAURANT & FITNESS MANAGEMENT
U.S. AIR FORCE (MILITARY)
DENVER, CO01.1991
Skills
- Effective Classroom Management
- Active Student Engagement
- Effective Lesson Implementation in English and Spanish
- Group and individual instruction
- Constructive Feedback
- Educational Technology Integration
- Skilled in Microsoft Teams
- Creative thinking
Accomplishments
- Recognized by multiple schools as an excellent substitute.
- Accepted 90 percent of offered shifts to maintain coverage for students.
- Specialized in substituting for Dual Immersion classes.
Qualifications Summary
Dedicated customer service-oriented professional with over 30 years of experience. A self-directed individual with excellent communication, problem-solving, and management skills. Proficient in planning, scheduling, and time management. Capable of fostering a collaborative work environment, specializing in relationship building and fulfilling customer needs. Comfortable handling a heavy workload and adapting to an ever-changing schedule and responsibilities.
Professional Development
- Certificate of Completion, Psychological First Aid, John Hopkins University, 06/01/20
- Certificate of Completion, Contact Tracing, John Hopkins University, 05/01/20
- Certificate of Completion, Community Health Worker Leadership Training, Project Concern International, National City, CA, 05/01/17
- Certificate of Completion, Quest Leadership Program, Southwest Airlines, Dallas, TX, 05/01/00
- Certificate of Completion, Airline Operations Training, Southwest Airlines, Dallas, TX, 05/01/99
- Certificate of Completion, Customer Service Training, Southwest Airlines, Dallas, TX, 05/01/95
Certification
- Substitute Teaching License - California Department of Education.
- Bloodborne Pathogens Training - Occupational Safety and Health Administration (OSHA).
- Fingerprint Clearance Card - CaliforniaDepartment of Public Safety.
- First Aid Certification - American Red Cross.
- Basic Life Support (BLS) - American Heart Association.
- Child Abuse Recognition and Reporting Training - State-approved provider.
Languages
English
Full Professional
Spanish
Professional Working
Interests
- Gardening
- Hiking
- Camping
- Stand-up Paddleboarding (SUP)
- Volunteering
Timeline
COVID-19 Response Frontline Case Investigator
COUNTY OF SAN DIEGO HEALTH AND HUMAN SERVICES
08.2020 - 06.2021
Substitute Teacher
Chula Vista Elementary School District
11.2018 - Current
Sales Associate
Home Depot
03.2015 - 07.2015
Customer Service Supervisor
Southwest Airlines
11.1999 - 08.2006
Customer Service Agent
Southwest Airlines
09.1995 - 11.1999
ASSOCIATES IN LIBERAL ARTS - MATH, AND SCIENCE EMPHASIS
SOUTHWESTERN COLLEGE
CERTIFICATE OF COMPLETION - HOTEL, RESTAURANT & FITNESS MANAGEMENT
U.S. AIR FORCE (MILITARY)
- Substitute Teaching License - California Department of Education.
- Bloodborne Pathogens Training - Occupational Safety and Health Administration (OSHA).
- Fingerprint Clearance Card - CaliforniaDepartment of Public Safety.
- First Aid Certification - American Red Cross.
- Basic Life Support (BLS) - American Heart Association.
- Child Abuse Recognition and Reporting Training - State-approved provider.
BACHELOR OF SCIENCE - APPLIED ARTS AND SCIENCES, PUBLIC HEALTH EMPHASIS
SAN DIEGO STATE UNIVERSITY
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