Diana Baker
Oakley,US
Summary
Remote Expert with 19 years of experience in behavioral intervention and call center management, showcasing a strong ability to enhance customer satisfaction through strategic problem-solving and effective team leadership. Proven expertise in staff training, service provider coordination, and the implementation of innovative strategies to optimize service delivery. Committed to fostering a supportive work environment that boosts team performance while adeptly managing remote project coordination, scheduling, and budgeting to ensure successful project completion. Demonstrated proficiency in adapting to new technologies and digital collaboration tools, contributing to improved efficiency across projects.
Overview
20
20
years of professional experience
Work History
District Behavioral Interventionist Specialist
Liberty Union High School District
Brentwood, CA
08.2019 - Current
- Coordinate service providers and IEP meetings, enhancing communication and district policy compliance.
- Developed and trained staff on behavior plans, boosting student engagement, and learning environments.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
Instructional Aid II
Spectrum
Richmond, CA
12.2016 - 07.2019
- Supported instructors and enhanced lesson engagement by fostering an inclusive learning environment.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Behavior Technician
Animate
Emeryville, CA
01.2014 - 11.2016
- Facilitated family support for autistic children, enhancing communication and parental skills.
- Led individual and group therapy supporting prescribed procedures.
- Implemented treatment plans, achieving measurable improvements in child development.
Call Center Manager
Green Works
Richmond, CA
01.2011 - 01.2013
- Developed customer service policies, boosting satisfaction, and workflow efficiency.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
Sales Lead Manager
Ann Taylor Loft
Emeryville, CA
01.2005 - 01.2011
- Directed the team to exceed sales goals, enhancing customer satisfaction through strategic training.
- Improved service quality by training staff on engagement and procedures, fostering collaboration.
Education
Bachelor of Arts - Psychology
San Francisco State University
01.2009
Associate Degree - Liberal Studies of Arts
Contra Costa College
01.2007
Skills
- Customer Support
- Effective Leadership
- Effective Communication
- Proficient in Resolving Conflicts
- Microsoft Office Proficiency
- Professional Skills Training
- Certified Registered Behavior Therapist
- Customer Support Leadership
- Special Education Documentation
- Data Collection Expertise
References
References available upon request.
Timeline
District Behavioral Interventionist Specialist
Liberty Union High School District
08.2019 - Current
Instructional Aid II
Spectrum
12.2016 - 07.2019
Behavior Technician
Animate
01.2014 - 11.2016
Call Center Manager
Green Works
01.2011 - 01.2013
Sales Lead Manager
Ann Taylor Loft
01.2005 - 01.2011
Bachelor of Arts - Psychology
San Francisco State University
Associate Degree - Liberal Studies of Arts
Contra Costa College
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