Diana Abarca
Whittier
Summary
Proven track record in enhancing community safety and reducing recidivism rates through innovative case management strategies at the Los Angeles County Probation Department. Expert in offender supervision and motivational interviewing, demonstrating exceptional verbal communication skills. Achieved significant improvements in probationer outcomes by fostering interagency collaborations and developing targeted intervention plans. Experienced Juvenile Probation Officer adept at working with juveniles, families, and outside resources to develop and implement effective probation plans. Talent for building productive relationships that gets results. Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
33
33
years of professional experience
Work History
Deputy Probation Officer II
Los Angeles County Probation Department
06.1998 - 05.2024
- Engaged in community outreach initiatives to educate the public about probation programs and rehabilitative efforts, fostering stronger relationships between the department and local residents.
- Actively contributed to departmental policy revisions to ensure alignment with current trends and evidence-based approaches within the field of correctional supervision.
- Established trusting relationships with probationers, fostering open communication channels for constructive guidance and feedback.
- Provided expert testimony in court hearings, contributing to fair sentencing decisions based on individual case factors.
- Participated in ongoing professional development opportunities to stay current on best practices within the field of probation services.
- Conducted home visits to assess living environments and provide additional support as needed.
- Developed targeted intervention plans, addressing specific criminogenic needs of each probationer.
- Collaborated with treatment providers for effective service coordination and offender support.
- Collaborated closely with local law enforcement agencies to address public safety concerns related to at-risk individuals under supervision.
- Ensured compliance to probation conditions, promptly addressing any violations or concerns.
- Supported offender families by connecting them with appropriate community services and resources.
- Reduced recidivism rates with proactive case management strategies and regular progress evaluations.
- Strengthened interagency partnerships to enhance information sharing and collaborative problem-solving efforts.
- Assisted in training new deputy probation officers, sharing knowledge and expertise for a stronger department workforce.
- Promoted successful reintegration into society by assisting offenders in securing employment and housing resources.
- Wrote progress reports and testified under oath at court hearings.
- Suggested special community service rehabilitation programs to help further support offenders.
- Coordinated community and job placement resources.
- Initiated crisis intervention by following official crisis communication plans and training.
- Served as court liaison by attending court hearings and presenting reports and recommendations.
Assistant Softball Coach
East Los Angeles Community College
03.1994 - 06.1998
- Cultivated a supportive environment for student-athletes to grow and develop their skills, ultimately resulting in increased player retention rates.
- Instituted regular team-building exercises during practices, strengthening bonds between athletes and promoting effective communication on the field.
- Helped players develop skills such as discipline and observation to further enhance team success.
- Provided effective physical training and conditioning to meet player position requirements and team needs.
- Scouted opposing teams to gather valuable insights, enabling the development of effective defensive strategies for upcoming games.
- Increased overall team batting average by implementing innovative hitting drills tailored to individual player needs.
- Collaborated with coaching staff to design comprehensive practice schedules that prioritized skill development and teamwork.
- Supported head coach by scheduling and organizing away games and special events.
- Assisted head coach in strategizing game plans, resulting in improved team performance and winning records.
- Mentored student-athletes in balancing academics and athletics, leading to higher graduation rates among softball players.
- Facilitated group coaching sessions and provided individual coaching support.
Customer Service Representative
Investors Business Daily
06.1996 - 06.1997
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Identified and resolved discrepancies and errors in customer accounts.
Customer Care Representative
AT&T Communications
03.1995 - 12.1996
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Navigated multiple computer systems and applications to find information.
- Logged call information and solutions provided into internal database.
- Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Teacher's Assistant
Lorena Street Elementary School
12.1993 - 06.1995
- Kept classrooms clean, neat, and properly sanitized for student health and classroom efficiency.
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Supported student learning objectives through personalized and small group assistance.
- Worked with lead teacher to monitor class schedule and take attendance.
- Graded assignments and reported individual progress to teacher.
- Collaborated with teachers for lesson preparation by preparing materials and setting up equipment.
- Maintained safety and security by overseeing students in recess environments.
- Reviewed lesson material with students individually or in small groups.
- Provided extra support to students with special needs, facilitating their inclusion in mainstream education.
- Enhanced student engagement by creating interactive learning activities.
- Assisted in development of individualized education plans to meet diverse learning needs.
- Contributed to planning and execution of school events, fostering sense of community.
- Assisted in coordination of parent-teacher conferences, enhancing communication between school and home.
- Tutored struggling students individually and in small groups to reinforce learning concepts.
Customer Support Specialist
United Parcel Services, UPS
11.1993 - 05.1995
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Conducted regular training sessions for new team members, promoting best practices in customer support operations.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
Administrative Assistant
Image Watches
02.1992 - 11.1993
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
- Addressed IT issues by coordinating with tech support, minimizing downtime and maintaining operational efficiency.
- Supported recruitment processes, scheduling interviews and communicating with applicants to improve hiring timelines.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
Sales Coordinator
Tech Products
03.1991 - 01.1992
- Worked closely with the sales team to prioritize tasks, set goals, and allocate resources efficiently; resulting in increased productivity and revenue.
- Maintained accurate records of all sales activities, including contracts, proposals, quotes, follow-ups, and customer communications.
- Increased sales revenue by establishing strong relationships with clients and identifying new business opportunities.
- Streamlined sales processes for improved efficiency and customer satisfaction.
- Supported sales team members in achieving individual goals and targets through coaching, mentoring, and guidance.
- Cultivated long-lasting relationships with existing clients by providing ongoing support throughout the post-sales process.
- Collaborated with marketing team to develop targeted promotional materials and campaigns.
- Trained newly hired sales team in upselling techniques.
- Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.
Teacher's Assistant
Nimitz Elementary School
01.1991 - 12.1991
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Worked with lead teacher to monitor class schedule and take attendance.
- Graded assignments and reported individual progress to teacher.
- Collaborated with teachers for lesson preparation by preparing materials and setting up equipment.
- Maintained safety and security by overseeing students in recess environments.
- Assisted lead teachers with lesson plan creation and materials development .
- Helped teachers recognize learning issues evidenced in one-to-one support instruction.
- Documented student progress and communicated with parents to keep informed.
- Prepared visual aids for lessons, enriching learning experience.
- Provided extra support to students with special needs, facilitating their inclusion in mainstream education.
- Organized resources and materials for outdoor educational activities, broadening learning environment.
- Enhanced student engagement by creating interactive learning activities.
- Encouraged critical thinking through use of problem-solving activities in classroom.
- Monitored student progress, providing feedback that contributed to improvement in academic performance.
- Assisted in coordination of parent-teacher conferences, enhancing communication between school and home.
Education
Bachelor of Arts - Child Development
California State University - Los Angeles
Los Angeles, CA06.2002
Skills
Offender supervision
Professional boundaries
Motivational Interviewing
Behavior Modification
Risk and needs assessments
Verbal and written communication
Trained in defensive tactics
Case Planning
Intake procedures
Investigations
First Aid Training
Crisis Intervention Techniques
Case Management
Timeline
Deputy Probation Officer II
Los Angeles County Probation Department
06.1998 - 05.2024
Customer Service Representative
Investors Business Daily
06.1996 - 06.1997
Customer Care Representative
AT&T Communications
03.1995 - 12.1996
Assistant Softball Coach
East Los Angeles Community College
03.1994 - 06.1998
Teacher's Assistant
Lorena Street Elementary School
12.1993 - 06.1995
Customer Support Specialist
United Parcel Services, UPS
11.1993 - 05.1995
Administrative Assistant
Image Watches
02.1992 - 11.1993
Sales Coordinator
Tech Products
03.1991 - 01.1992
Teacher's Assistant
Nimitz Elementary School
01.1991 - 12.1991
Bachelor of Arts - Child Development
California State University - Los Angeles
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