Elodie Montreuil
Lake Worth
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Experienced with implementing behavior intervention plans to support client development. Utilizes data collection and analysis to inform strategies and improve outcomes. Track record of effective communication with clients and team members to achieve therapeutic goals.
Professional behavior technician with strong skills in implementing and monitoring behavior intervention plans. Skilled in applied behavior analysis, data collection, and progress monitoring. Collaborative team member focused on achieving positive outcomes and adapting to evolving needs. Reliable and driven by results.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Registered Behavior Technician (RBT)
Behavioral Strides Therapy
04.2023 - 02.2024
- Implemented individualized treatment plans to enhance client behavioral skills and promote development.
- Collaborated with multidisciplinary teams to assess client progress and adjust interventions as needed.
- Documented client behavior data accurately to track improvements and inform treatment decisions.
- Analyzed data trends to identify areas for improvement in therapy effectiveness and client outcomes.
- Advocated for clients' needs within family meetings, enhancing communication between therapists and families for better support.
- 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.
- Prevented instances of maladaptive behavior escalation using de-escalation techniques while maintaining a safe environment for both staff members and clients alike.
- Managed crisis situations with professionalism, ensuring the safety of all individuals involved while adhering to established protocols.
- Maintained detailed records of client progress, enabling data-driven decision making for intervention adjustments and goal development.
Customer Service Representative
AppleOne
09.2020 - 12.2022
- Handled high volume calls and emails on a daily basis
- Handled Irate callers and escalate calls
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Trained and mentored new team members on service protocols and company policies.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative (Contract)
HGS Axis Point Health
08.2021 - 10.2021
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Streamlined ticketing system to enhance response times and improve customer satisfaction.
- Collaborated with team members to develop strategies for handling complex customer issues.
- 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.
Call Center Agent
OneSupport
04.2019 - 09.2021
- Assisted callers with unemployment claims and fraud claims
- Training new L1s as they came in
- Answering multiple questions from team while also simultaneously taking calls
- Giving team members feedback about calls
- Greeted customers in a professional and courteous manner.
Customer Service Representative
Fortuna BMC
03.2020 - 07.2021
- Assisting with rental assistance and also setting Covid appointments for the elderly
- Training newcomers on how to work the system to do the appointments properly
Education
High school or equivalent -
Boynton Beach Community High School
Boynton Beach, FL05.2015
Skills
- Microsoft Office
- Microsoft Word
- Microsoft Powerpoint
- Microsoft Outlook
- Microsoft excel
- Organizational Skills
- Motivation
- Oral Communication
- Written Communication
- Classroom Management
- Basic Math
- Childcare
- Experience with Children
- Tutoring
- Toddler Care
- Babysitting
- Typing
- English
- Customer service
- Negotiation
- Social media management
- Communication Skills
- Live chat
- Customer support
- Windows
- Data Entry
- 40 Hour RBT Training
- Ethernet
- HIPAA
- Sales
- Autism Experience
- VPN
- Staff Development
- Mentoring abilities
- Applied behavior analysis
- Social skills development
- Reinforcement procedures
- Prompting strategies
Certification
- Microsoft Word, 08/01/14, Present
- 40 Hour RBT Training, 07/01/22, Present
Volunteer Experience
BOYNTON BEACH COMMUNITY HIGH SCHOOL, Boynton Beach, FL, 08/01/13, 05/31/15, Helped math teacher prepare lesson plans for children, Organized important documents for teacher, Helped grade tests and assignments, Helped children that were struggling with their work, Convinced the kids to go to tutoring
Timeline
Registered Behavior Technician (RBT)
Behavioral Strides Therapy
04.2023 - 02.2024
Customer Service Representative (Contract)
HGS Axis Point Health
08.2021 - 10.2021
Customer Service Representative
AppleOne
09.2020 - 12.2022
Customer Service Representative
Fortuna BMC
03.2020 - 07.2021
Call Center Agent
OneSupport
04.2019 - 09.2021
High school or equivalent -
Boynton Beach Community High School
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