Christine Estevez
Therapy Source
Livingston,NJ
1
Certification
4
years of professional experience
Results-driven Customer and Partner Success Professional experienced in supporting customer relationships and account management within health tech and behavioral health sectors. Achieved increased product adoption and improved retention through relationship building and data analysis to identify growth opportunities. Focused on delivering customer-first solutions while coordinating successful implementations and driving engagement.
Work History
Registered Behavior Technician
1 Year 8 Months- Implemented individualized behavior intervention plans for clients, promoting skill development and behavioral improvements.
- Monitored client progress through data collection and analysis, adapting strategies based on observed behavior changes.
- Provided direct support to clients during therapy sessions, fostering a positive learning environment and building rapport.
- Collaborated with multidisciplinary teams to ensure consistent application of therapeutic techniques across sessions.
- Assisted in training new staff on best practices and techniques for effective behavior management interventions.
- Engaged families in treatment processes, providing guidance and resources to enhance home support for clients' progress.
- Utilized various assessment tools to evaluate client needs and adjust therapeutic approaches accordingly.
- Maintained accurate documentation of client interactions and progress reports to ensure compliance with regulatory standards.
- Promoted positive behavior change by utilizing reinforcement strategies, token economies, and behavior contracts.
- Improved client behavior by implementing individualized ABA therapy plans and tracking progress.
- Empowered clients to self-advocate by teaching them effective communication strategies and adaptive coping mechanisms.
- Assisted Board Certified Behavior Analysts in designing personalized treatment plans tailored to each client''s needs and goals.
- Developed rapport with clients and families, fostering trust and open communication essential to successful treatment outcomes.
- Utilized technology tools for data collection and analysis, streamlining the process of monitoring client progress and informing treatment plan adjustments.
Behavioral Health/ Client Success Professional.
2 Years 1 Month- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked effectively in fast-paced environments.
- Worked well in a team setting, providing support and guidance.
- Supported clients within behavioral health and wellness environments through relationship management, education, engagement, and ongoing service coordination.
- Built rapport with clients experiencing complex needs while maintaining clear communication, appropriate boundaries, and a solutions-focused approach.
- Assessed client needs and connected individuals with appropriate services, resources, programs, and next steps.
- Increased client engagement by identifying barriers to participation and developing personalized strategies to improve follow-through.
- Coordinated communication among clients, providers, internal teams, and other stakeholders to maintain continuity throughout the client journey.
- Maintained accurate client documentation and tracked interactions, follow-ups, outcomes, and outstanding action items.
- Managed sensitive customer/client concerns and escalations using empathy, active listening, problem-solving, and expectation management.
- Balanced multiple client relationships and priorities while consistently meeting documentation and follow-up requirements.
- Used behavioral health and coaching experience to understand customer motivations, uncover underlying concerns, and strengthen long-term engagement.
Client SupportSpecialist/Health and Wellness Coach
1 Year 1 Month- Provided expert technical support for application users, resolving issues efficiently and effectively.
- Collaborated with cross-functional teams to enhance user experience and streamline support processes.
- Developed comprehensive training materials, improving onboarding for new support specialists.
- Analyzed user feedback to identify trends and recommend product enhancements to improve functionality.
- Advocated for customer needs in strategic planning sessions, aligning product development with user expectations.
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
- Simplified user guides and FAQ sections, making it easier for customers to find solutions independently.
- Collaborated with development team to report bugs and suggest improvements, leading to more reliable software releases.
- Developed and maintained knowledge base to assist in faster resolution of common issues.
- Conducted regular follow-ups with customers to ensure their issues were fully resolved and to gather feedback for service improvement.
- Assisted in deployment of software updates to improve system functionality and user experience.
- Acted as liaison between support team and other departments to ensure unified approach to customer satisfaction.
Client/Customer Success Manager
2 Years 3 Months- Developed tailored onboarding programs to ensure successful client integration into health coaching services.
- Cultivated strong relationships with clients to enhance satisfaction and retention rates.
- Collaborated with cross-functional teams to identify and resolve customer issues in a timely manner.
- Analyzed customer feedback to identify trends and implement improvements in service delivery.
- Conducted regular check-ins with clients to assess progress and adjust coaching strategies as needed.
- Trained new team members on best practices for customer engagement and success initiatives.
- Implemented tracking tools for measuring client success metrics, enhancing reporting accuracy.
- Led initiatives focused on improving client communication channels, resulting in increased response rates.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Created customer support strategies to increase customer retention.
- Delivered exceptional user experiences by consistently exceeding customer expectations in problem-solving efforts.
- Collaborated with sales and marketing teams to provide insights on customer feedback, shaping future product developments.
- Established team priorities, maintained schedules and monitored performance.
Education
High School Diploma
Skills
Registered behavior technician (RBT)
Behavior modification
Self-management
Behavioral techniques
Behavior management
Client relationship management
Data collection and analysis
Clinical documentation
Professional collaboration
Client engagement
Natural environment training
Instructional strategies
Incidental teaching
ABA therapy techniques
Error correction
Behavioral support
Behavioral crisis support
Treatment planning
Customer Success & Partner Success
Account Management
Customer Onboarding & Implementation
Health Tech & Behavioral Health
Customer Adoption & Engagement
Customer Retention
Upselling & Cross-Selling
Account Growth & Expansion
Customer Relationship Management
Stakeholder Management
Customer Success Metrics & KPIs
Customer Analytics & Reporting
Project Management
Implementation Coordination
Client Needs Assessment
Consultative Communication
Expectation Management
Process Improvement
Customer Advocacy
Risk Identification & Escalation
Cross-Functional Collaboration
Spreadsheet & Data Management
Certification
Registered Behavioral Technician.
Timeline
Client SupportSpecialist/Health and Wellness Coach
FreshChapterapp.
05.2025 - 06.2026Read More
Registered Behavior Technician
Therapy Source
12.2024 - CurrentRead More
Behavioral Health/ Client Success Professional.
Solutions To The Puzzle Behavioral Services
06.2024 - 07.2026Read More
Client/Customer Success Manager
Health Coach Institute
01.2023 - 04.2025Read More
Penn Foster Career School
High School Diploma
Read More