Crystal Gonzales
Los Angeles,CA
Summary
Seasoned Supervisor with history of effectively managing teams and overseeing operations. Skilled in identifying areas for improvement, implementing new processes, and fostering staff development. Strengths include problem-solving abilities, strong leadership skills, and communication capabilities. Previous roles demonstrate significant positive impacts on workflow efficiency and team productivity.
Overview
10
10
years of professional experience
Work History
Residential Living Supervisor
MTC
LOS ANGELES, CA
10.2022 - Current
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Prepared and presented reports on team performance, challenges, and achievements to senior management.
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
- Developed and maintained a safe working environment, adhering to all safety protocols and regulations.
- Trained new employees on company policies, job duties, and performance expectations.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Performed monthly inventory checks to ensure sufficient stock levels for all products.
- Assisted in creating budgets for departmental expenses including personnel costs.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Evaluated employee performance through periodic reviews and documented results accordingly.
- Organized special events such as company picnics or holiday parties for employees.
- Created new strategies for improving customer service standards within the organization.
Childcare Director
Albion Elementery
Los Angeles, CA
01.2023 - 10.2023
- Developed and implemented a comprehensive childcare program that addressed the needs of children from diverse backgrounds.
- Supervised and evaluated staff performance to ensure compliance with quality standards.
- Scheduled activities such as games, arts and crafts, outdoor recreation, music and field trips.
- Recruited, interviewed, hired, trained and supervised teachers and other staff members.
- Maintained records of children's attendance, behaviors, meals served and medications administered.
- Organized special events such as holiday parties or end-of-year celebrations.
- Monitored budget expenditures related to the childcare center operations.
- Coordinated with outside vendors for supplies or services needed for the facility operations.
- Attended workshops or seminars to stay current on best practices in early childhood education.
Behavior Technician
Butterfly Effects Inc.
Anaheim, CA
07.2015 - 03.2022
- Provided direct behavioral intervention services to children with autism spectrum disorder and other developmental disabilities.
- Conducted functional assessments, collected data, and implemented behavior plans based on assessments.
- Instructed clients in social skills training techniques such as positive reinforcement, prompting, and shaping behaviors.
- Maintained detailed records of sessions including progress notes, daily logs, incident reports and program updates.
- Collaborated with families to provide support strategies for home-based interventions.
- Assisted in the development of communication systems using visual supports such as picture exchange systems.
- Facilitated group therapy sessions focused on teaching appropriate behavior modification techniques.
- Monitored client's progress towards identified goals through data collection and analysis.
- Developed individualized treatment plans for each client that included goals and objectives.
In-Home Caretaker
HOME SERVICES
LOS ANGELES, CA
07.2015 - 03.2022
- Provided companionship and emotional support to elderly clients.
- Assisted with daily living activities, such as bathing, dressing, grooming, and eating.
- Organized and monitored medication schedules according to physician instructions.
- Developed individual care plans in coordination with family members and other healthcare professionals.
- Transported clients to medical appointments or social activities as needed.
- Maintained client records of services provided and progress made.
- Monitored vital signs such as temperature, pulse rate, respiration rate, blood pressure.
- Assisted with light housekeeping tasks including laundry, vacuuming, dusting and meal preparation.
- Encouraged clients to participate in recreational activities for mental stimulation.
- Responded promptly to any medical emergencies that may arise.
- Ensured safety of the client by implementing necessary precautions around the home environment.
- Assisted patients in maintaining personal hygiene through showering and bathing assistance, toileting assistance and incontinence care management.
Coordinating Supervisor
GLENDALE COMMUNITY COLLEGE
GLENDALE, CA
02.2020 - 07.2021
- Reviewed, analyzed and monitored employee performance to ensure adherence to established standards.
- Developed strategies and procedures for improving team productivity.
- Coordinated staff schedules and managed workflow to meet project deadlines.
- Provided guidance and support to employees in their assigned tasks.
- Ensured compliance with company policies, procedures and safety regulations.
- Assisted in the development of departmental budgets and financial plans.
- Evaluated job performance of subordinates on a regular basis, providing feedback as necessary.
- Resolved conflicts between employees or departments in a timely manner.
- Conducted training sessions for new hires on operational processes and procedures.
- Monitored inventory levels of materials, supplies and equipment needed for operations.
- Investigated customer complaints regarding service quality or product defects.
Customer Service Supervisor
THE WHOLESALE WIRELESS STORE
WHITTIER, CA
04.2015 - 09.2019
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Maintained accurate records of customer interactions for future reference.
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
- Implemented programs designed to increase employee engagement within the team.
- Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Analyzed financial activities of department to share budgetary input with managers.
Education
Associates of Arts Degree -
Glendale Community College
Glendale, CA10.2024
COLLEGE -
PASADENA CITY COLLEGE
Pasadena, CA08.2018
HIGH -
ALLIANCE TENNENBAUM FAMILY HIGH SCHOOL
Cypress, CA06.2016
Skills
- Strategic Planning
- Complex Problem-Solving
- Expectation setting
- Financial Management
- [Software] experience
- Data Analytics
- Business Development
- Department organization
- Priority management
- Staff Discipline
- Policy Enforcement
- Goal-Oriented
- Training and mentoring
- Business Administration
- Staff Development
Timeline
Childcare Director
Albion Elementery
01.2023 - 10.2023
Residential Living Supervisor
MTC
10.2022 - Current
Coordinating Supervisor
GLENDALE COMMUNITY COLLEGE
02.2020 - 07.2021
Behavior Technician
Butterfly Effects Inc.
07.2015 - 03.2022
In-Home Caretaker
HOME SERVICES
07.2015 - 03.2022
Customer Service Supervisor
THE WHOLESALE WIRELESS STORE
04.2015 - 09.2019
Associates of Arts Degree -
Glendale Community College
COLLEGE -
PASADENA CITY COLLEGE
HIGH -
ALLIANCE TENNENBAUM FAMILY HIGH SCHOOL
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