Alana Corrine Allen-Jones
Mountainside,NJ
Summary
Compassionate and detail-oriented professional with over 4 years of experience in client support, behavioral management, and high-volume communication environments. Currently serving as a Direct Support Professional (DSP), providing hands-on behavioral support, structured documentation, and assistance with daily living activities. Proven ability to de-escalate challenging situations, accurately track behavioral data, and build strong, trusting relationships with individuals and care teams. CPR & First Aid certified and actively pursuing Registered Behavior Technician (RBT) certification.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Direct Support Professional (DSP)
Beacon Specialized Living
Keansburg, NJ
12.2025 - Current
- Provide consistent 1:1 care and behavioral support to individuals with developmental and behavioral challenges in residential and community settings
- Implement individualized behavior support strategies, including redirection, prompting, and de-escalation techniques to manage and reduce maladaptive behaviors
- Assist clients with activities of daily living (ADLs) such as hygiene, meal preparation, mobility, and structured routines
- Accurately collect, monitor, and document behavioral data, ensuring detailed progress notes and incident reports in compliance with care plans and regulatory standards
- Support skill acquisition programs, helping clients develop communication, social, and independent living skills
- Collaborate with supervisors and team members to communicate updates on client progress while maintaining strict confidentiality and professionalism
Pharmaceutical Representative / Virtual Oncology Representative
Jazz Pharmaceuticals (via Remedy Group)
Remote
06.2024 - Current
- Conduct virtual in-services and educational presentations for healthcare providers on oncology therapies, treatment protocols, and patient support services
- Build and maintain strong professional relationships with physicians, nurses, and care teams through consistent, high-level communication
- Manage a high volume of interactions while ensuring compliance with healthcare regulations and company standards
- Document all communications and account activity in CRM systems (Veeva, Salesforce), ensuring accuracy and timely follow-up
- Coordinate patient support resources and assist with access to care, demonstrating strong problem-solving and organizational skills
Customer Service Manager
Everbowl
Garwood, NJ
12.2023 - Current
- Led daily operations and supervised staff, creating a structured and positive customer experience
- Improved customer satisfaction by 25% through service enhancements and team training
- Increased store revenue by 30% through upselling strategies and performance coaching
- De-escalated customer conflicts and trained team members on effective communication techniques
Customer Service Representative
National Tree Company
Cranford, NJ
10.2024 - 01.2025
- Handled a high volume of inbound customer inquiries in a fast-paced, seasonal environment
- Resolved customer concerns related to orders, returns, and product issues with professionalism and empathy
- Maintained detailed and accurate records of customer interactions in CRM systems to support follow-up and resolution
Customer Service Lead
City Real Estate Group
Newark, NJ
08.2022 - 11.2023
- Retained 70% of at-risk clients by addressing concerns and delivering tailored solutions
- Improved CRM efficiency by 30%, reducing response times and enhancing data accuracy
- Supervised and coached a team of 8, improving productivity and service quality
Customer Service Representative
Home Depot (Remote)
NJ
03.2022 - 08.2022
- Managed 75–100 daily customer interactions across phone, chat, and email
- Improved first-contact resolution by 30% through effective communication and problem-solving
- Resolved 95% of escalated cases, contributing to increased customer satisfaction
Customer Service Representative
Home Depot
Watchung, NJ
02.2021 - 03.2022
- Assisted customers with product selection, transactions, and returns
- Recognized 4x as Employee of the Month for outstanding service and performance
Education
Bachelor of Science - Health Science
Kean University
08.2026
High School Diploma - undefined
Westfield High School
01.2020
Skills
- 1:1 Behavioral Support & Intervention
- Behavioral Observation, Data Collection & Tracking
- Documentation (Progress Notes, Incident Reports, Care Logs)
- Skill Acquisition (Communication, Social, Daily Living Skills)
- De-escalation & Crisis Intervention
- Patient Care & ADLs
- Collaboration with Multidisciplinary Teams
- Confidentiality & HIPAA Compliance
- First aid and safety
- Time management
- Behavior redirection
- Relationship building
Certification
- Registered Behavior Technician (RBT) — In Progress
- CPR & First Aid Certified (Adult & Pediatric)
- Medication Administration Certified (MED)
- Health & Wellness Certification (HWC)
- HIPAA Certification
Timeline
Direct Support Professional (DSP)
Beacon Specialized Living
12.2025 - Current
Customer Service Representative
National Tree Company
10.2024 - 01.2025
Pharmaceutical Representative / Virtual Oncology Representative
Jazz Pharmaceuticals (via Remedy Group)
06.2024 - Current
Customer Service Manager
Everbowl
12.2023 - Current
Customer Service Lead
City Real Estate Group
08.2022 - 11.2023
Customer Service Representative
Home Depot (Remote)
03.2022 - 08.2022
Customer Service Representative
Home Depot
02.2021 - 03.2022
High School Diploma - undefined
Westfield High School
Bachelor of Science - Health Science
Kean University