Delailah Hernandez
Los Angeles
Summary
Experienced Registered Behavior Technician skilled in implementing behavior intervention plans to support client development. Utilizes data collection and analysis for informed strategies and improved outcomes. Effective communicator with clients and team members to achieve therapeutic goals. Bilingual customer service professional ensuring client satisfaction. Strong background in conflict resolution, communication, and problem-solving. Known for reliability and proactive approach in meeting customer and organizational goals. Proven ability to motivate individuals and teams as a knowledgeable Bowling Coach. Demonstrates effective communication and strategic planning skills in coaching environments leading to significant performance improvements.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Registered Behavior Technician
Easter Seals Southern California
09.2023 - Current
- I provide home treatment of ABA services to individuals diagnosed with autism spectrum disorder and other developmental disabilities.
- .Developed rapport with clients and families, fostering trust and open communication essential to successful treatment outcomes.
- Implemented individualized behavior intervention plans to enhance client engagement and learning outcomes.
- Utilized Applied Behavior Analysis (ABA) principles to promote skill acquisition and reduce maladaptive behaviors in clients.
- 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.
- Observed, monitored and recorded problem behaviors through accurate behavior-consequence data collection, graphs, and anecdotal notes.
- Managed crisis situations with professionalism, ensuring the safety of all individuals involved while adhering to established protocols.
- Assisted Board Certified Behavior Analysts in designing personalized treatment plans tailored to each client''s needs and goals.
Student Worker Lead for Food Services
Cal State Dominguez Hills Student Loker Union
04.2021 - 08.2022
- As the lead student worker, I had the unique opportunity to supervise a range of food service departments across campus, from bustling coffee shops to busy kitchens and student stores.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted in organizing student events, enhancing engagement and participation.
- Managed inventory for supplies, ensuring availability for various programs and services.
- Provided customer service support, addressing inquiries and resolving issues promptly.
- Trained new student workers on procedures, fostering a collaborative work environment.
- Implemented feedback mechanisms, streamlining communication between staff and students.
- Maintained cleanliness and organization of common areas, contributing to a welcoming atmosphere.
- Worked in team environment to maintain high levels of productivity.
- Upheld campus safety standards through regular participation in training sessions and serving as an informed resource for fellow student workers.
- Worked effectively in fast-paced environments.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
Cashier Customer Service
Del Rio Lanes
05.2020 - 04.2021
- In this position, I assisted and interacted with around 150-300 diverse guests and families, maintaining friendly yet professional communication.
- My responsibilities in this job included managing reservations for parties or special events, demonstrating strong organizational and multitasking skills.
- Checking with the internal website system to account for online reservations.
- League bowlers pay for league fees.
- Provided exceptional customer service, resolving inquiries and enhancing guest satisfaction.
- Managed cash registers, ensuring balanced drawers at end of shifts.
- Collaborated with team members to improve overall location operations and guest experiences.
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Answered questions about location policies and addressed customer concerns.
Election Poll Worker
Los Angeles County
03.2019 - 03.2019
- In this role, I provided bilingual guidance for Spanish speakers, redirecting and aiding the voters to cast their votes.
- Monitored election equipment functionality, troubleshooting technical issues promptly.
- Coordinated voter registration and check-in processes to ensure efficient polling operations.
- Ensured compliance with electoral laws and regulations during polling activities.
- Verified accuracy of voter counts, maintaining integrity of election results.
- Provided exceptional customer service, assisting first-time voters with the registration process and guiding them through the steps of casting their ballot successfully.
- Upheld the confidentiality and integrity of the voting process by never disclosing any voter''s personal information or political preferences while working at the polling station.
- Participated in training sessions prior to Election Day, staying informed on updated procedures and requirements for successful elections management.
- Mitigated potential disruptions or conflicts by addressing voter issues in a calm and professional manner, seeking support from supervisory staff when needed.
Education
Bachelor of Arts - Kinesiology: Option Fitness Director, Minor: Psychology
Cal State Dominguez Hills
12.2024
Skills
- Attentive and proactive team member
- Adept at learning new concepts
- Strong critical thinking skills
- Strong collaboration in team settings
- I have excellent interpersonal skills and emotional intelligence
- Leadership Experience, leading large groups (3 years)
- Assisted, Supported, and helped in providing customer support (5 years )
- Proficient Skill in Mac and Windows computers (3 years )
- Proficient in Microsoft Word, Excel, and PowerPoint (3 years )
- Proficient Spanish speaker
- Experience Answering Phone calls (5 years )
- Willing to Travel / Commute
- Public Speaking (More than 5 years)
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company and services by doing purchase follow-up calls.
- Telephone Service - Professionally processed 50+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Managed personal caseload of 10 students.
- Improved referral procedures, resulting in more students helped and decreased number of behavioral concerns.
- Revamped intervention strategies, reducing at home behavior incidents.
- Used Microsoft Excel to develop data sheets tracking spreadsheets.
Certification
- Registered Behavior Technician [BACB ID : BACA1272810}
- Adult and Child CPR + First Aid (2018-2020, 2023-2025)
- California Food Hander (2021-2025)
- HOSA (2019-2020)
Awards
National Honors Society: 2016-2024, Academic Honor Roll | Dean's List: 2020-2024, Awards: Certificate of Appreciation by Los Angeles County (March 3,2020)
Scholarships
- USBC SMART Bowling Award (2011-2020)
- University State Grant (2020-2021)
- Middle Class Scholarship (2023-2024)
Documents Up to Date
- TB Test | Passed (March 2024)
- Covid Vaccinations | Up to date: (November 2021)
- Life Scan | Passed | Up to date: (September 2023)
Languages
Spanish
Professional Working
English
Native or Bilingual
Timeline
Registered Behavior Technician
Easter Seals Southern California
09.2023 - Current
Student Worker Lead for Food Services
Cal State Dominguez Hills Student Loker Union
04.2021 - 08.2022
Cashier Customer Service
Del Rio Lanes
05.2020 - 04.2021
Election Poll Worker
Los Angeles County
03.2019 - 03.2019
Bachelor of Arts - Kinesiology: Option Fitness Director, Minor: Psychology
Cal State Dominguez Hills
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