Ana Martinez
Rialto,CA
Summary
Skilled Customer Service Professional with outstanding abilities in coaching, documentation and active listening. Great decision-maker and valued employee. Proven history of reliability, resourcefulness and effective leadership.
Overview
5
5
years of professional experience
Work History
Behavior Therapist
Assessment, Consultation &Treatment
2024.03 - Current
- Established trusting relationships with clients, providing a foundation for successful behavioral change.
- Administered therapy and applied behavioral analysis techniques in school, home and community to facilitate client treatment plan.
- Improved client behavior by implementing individualized therapy plans and interventions.
- Documented client behavior and interventions attempted and collected and reported data using approved format, methods and forms.
Customer Service Lead
Curative Biotechnology
2022.01 - 2023.12
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
Team Supervisor
Team Hope
2020.04 - 2021.10
- Managed a diverse group of employees to ensure timely completion of projects while maintaining high-quality standards.
- Communicated policy updates and company information through team meetings, huddles and one-on-one development sessions.
- Mentored new hires in company policies, procedures, and expectations to facilitate their smooth integration into the team.
- Documented coaching and development sessions, corrective actions and performance improvement plans to help staff meet key performance indicators.
- Led weekly meetings with staff to discuss progress updates, address concerns, and maintain open lines of communication.
Education
High School Diploma -
Independence HS
Alhambra, CASkills
- Crisis intervention strategies
- Relationship Building
- Customer Complaint Resolution
- Critical Thinking
- Interpersonal communications
Languages
Spanish
Native or Bilingual
Timeline
Behavior Therapist
Assessment, Consultation &Treatment
2024.03 - Current
Customer Service Lead
Curative Biotechnology
2022.01 - 2023.12
Team Supervisor
Team Hope
2020.04 - 2021.10
High School Diploma -
Independence HS