A'Shunti Peoples-Hargrett
La Grange,IL
Summary
Experienced professional dedicated to helping patients meet potential to function in society. Possesses excellent social and interpersonal communication skills to encourage patient comfort and relaxation. Skilled at coaching special needs individuals to achieve greater independence and confidence. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Talented Barista Manager adept in customer service, staff management and inventory control. Experienced in brewing techniques and production performance. Highly skilled at creating customer-friendly environment and increasing customer loyalty.
Overview
7
7
years of professional experience
Work History
Behavior Technician
Streamwood Behavioral Health Systems
03.2022 - Current
- Enhanced client progress by implementing individualized behavior intervention plans.
- Collaborated with multidisciplinary teams to develop comprehensive treatment strategies for clients.
- Improved client communication skills through use of evidence-based practices and techniques.
- Promoted positive behaviors by reinforcing desired actions and effectively addressing challenging issues.
- Facilitated social skills development in group settings, fostering improved peer interactions.
- Assisted in data collection and analysis, contributing to ongoing evaluation of client progress.
- Provided one-on-one support to clients with autism spectrum disorders, addressing unique behavioral needs.
- Maintained detailed records of client behaviors and interventions, ensuring accurate tracking of progress over time.
- Supported families in understanding and managing challenging behaviors, promoting consistency across environments.
- Assisted in creation of visual supports and schedules for clients, enhancing daily routines and transitions.
- Developed strong rapport with clients and their families, fostering trust and open communication throughout therapeutic process.
- Adapted therapy materials as needed to meet unique needs of each individual client, ensuring optimal engagement during sessions.
- Implemented crisis intervention strategies when necessary to maintain a safe environment for both staff and clients alike during high-stress situations.
- Assessed client progress regularly, adjusting intervention strategies as needed to ensure continued growth and development.
- Documented interventions, assessments and progress reports on database to enable tracking history and maintain consistent records.
Technical Support Representative
Teleperformance
09.2019 - 02.2022
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing user experience.
- Maintained high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Researched product and issue resolution tactics to address customer concerns.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Monitored systems in operation and quickly troubleshot errors.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Documented support interactions for future reference.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve needs of clients.
- Developed user-friendly guides and resources to assist customers with self-resolution of common technical issues.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
Barista Shift Supervisor
Starbucks
07.2017 - 12.2021
- Trained new team members on barista skills, cash handling procedures, and company policies for consistent performance across the team.
- Fostered positive work atmosphere with clear communication, teamwork, and proactive problem-solving strategies.
- Built strong relationships with regular customers through attentive service, remembering preferences, and engaging in friendly conversation when appropriate.
- Trained, scheduled, and supervised barista workers to maintain and uphold store policies and optimize staffing patterns.
- Ensured smooth daily operations by maintaining adequate stock levels through regular inventory checks and timely reordering of supplies.
- Improved store cleanliness and sanitation standards by regularly conducting thorough inspections and addressing issues promptly.
- Served customers quickly and efficiently and created strategies to prevent delays.
- Restocked and cleaned stations and facilities to maintain cleanly and operable standards.
- Boosted sales through promotion of seasonal beverages and upselling bakery items to customers.
- Ensured high-quality products by closely monitoring espresso extraction times and milk steaming techniques.
- Handled and resolved customer issues and complaints with professionalism and tact to drive customer satisfaction and repeat business.
- Resolved customer complaints professionally, demonstrating empathy while finding solutions in line with company policies.
- Assisted customers with special requests and dietary concerns, ensuring their needs were met while adhering to company guidelines.
- Maintained accurate financial records with diligent cash management practices to minimize discrepancies during shift changes.
- Generated friendly atmosphere by encouraging employees to greet and speak to customers.
- Reduced waste by implementing inventory control measures and properly storing perishable goods.
- Developed coffee beverage menu, recipes, specialty coffee drinks, and appropriate menu pricing.
- Assisted in development and implementation of new store policies, leading to improved efficiency and more cohesive team dynamic.
- Maximized profitability with cost-saving initiatives such as better portion control, reducing waste, and optimizing labor allocation.
- Increased employee retention rates by recognizing individual achievements and fostering supportive work culture where team members felt valued.
- Safeguarded employee safety by enforcing strict adherence to company health protocols and providing regular training in food handling best practices.
- Streamlined operations for increased efficiency by optimizing staff scheduling and task delegation.
- Maintained accurate inventory counts to meet customer demands and sustain operations.
- Advised customers on whole bean and bulk tea purchases by detailing origin, flavor, and pairing recommendations.
- Contributed to store growth through active participation in local events which promoted brand awareness and drove customer engagement.
- Accurately completed end-of-day financial tasks worth over $1,000 of cash and card transactions daily.
Education
Associate of Science - Information Technology Project Management
Rasmussen College - Topeka
Topeka, KS11.2024
Skills
- Data Collection
- Documentation skills
- Autism Spectrum Disorder Knowledge
- Prompting and Fading Strategies
- Technical Troubleshooting
- Technical Support
- Product Troubleshooting
- Remote Support
- Cleanliness Maintenance
- Barista Training
- Cash Handling Accuracy
- Drink preparation speed
Timeline
Behavior Technician
Streamwood Behavioral Health Systems
03.2022 - Current
Technical Support Representative
Teleperformance
09.2019 - 02.2022
Barista Shift Supervisor
Starbucks
07.2017 - 12.2021
Associate of Science - Information Technology Project Management
Rasmussen College - Topeka
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