Celaya Gavina
San Francisco ,CA
Summary
Dynamic professional with experience in member services and crisis management. Adept at collaborating with teams to enhance service quality and customer satisfaction. Recognized for successfully managing high-volume calls and ensuring accuracy in documentation. Ready to leverage skills to improve operational efficiency and enhance member experiences.
Overview
9
9
years of professional experience
Work History
MEMBER SERVICES REPRESENTATIVE/DISPATCHER
Block By Block
San Francisco, USA
11.2023 - 05.2025
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Maintained accurate records of dispatched calls, ensuring thorough documentation for future reference.
- Managed high-stress situations calmly and effectively, maintaining clear communication channels during emergencies.
- Contributed to a smooth-running office environment by providing clerical support such as filing, data entry, and document preparation.
- Reduced errors in dispatch records by conducting regular audits and implementing corrective actions when necessary.
MEMBER SERVICES REPRESENTATIVE/ DISPATCHER
Union Square Alliance
San Francisco, USA
04.2023 - 11.2023
- Documented and maintained accurate records of all dispatch activities.
- Managed a large volume of phone calls while ensuring accuracy in data entry.
- Utilized computer systems to locate addresses, calculate estimated arrival times, and provide directions when necessary.
- Performed administrative duties such as filing paperwork, updating databases, and preparing documents for review by management staff.
- Supported team initiatives to improve customer satisfaction and service quality.
- Answered incoming calls regarding membership benefits and services.
BEHAVIOR TECHNICIAN
A.g.e.s. Learning Solutions
South San Francisco, USA
07.2022 - 03.2023
- Provided direct client care by using a combination of natural and social environment training.
- Assisted my client with building life and social skills useful for everyday activities and interactions.
- Exercised confidentiality and discretion to maintain Health Insurance Portability and Accountability Act requirements.
- Encouraged patients to develop interpersonal skills and engage in social interactions or other therapeutic activities.
- Collected and analyzed data and monitored progress and efficacy of individualized treatment plans.
BEHAVIOR TECHNICIAN
Butterfly Effects Inc.
Irvine, USA
12.2021 - 05.2022
- Implemented behavior intervention plans for clients under supervision.
- Monitored client activities to ensure adherence to treatment plans.
- Maintained detailed records of sessions including progress notes, daily logs, incident reports and program updates.
- Instructed clients in social skills training techniques such as positive reinforcement, prompting, and shaping behaviors.
- Monitored client's progress towards identified goals through data collection and analysis.
- Provided crisis management when needed by utilizing de-escalation techniques such as redirection or calming strategies.
- Applied proven strategies to positively affect client behaviors.
- Identified and addressed individual problems using clinical team recommendations and solutions.
- Attended workshops and seminars related to Autism Spectrum Disorder and ABA best practices.
PARTS DELIVERY DRIVER AND RETAIL ASSOCIATE
O'Reilly Auto Parts
Santa Ana, USA
09.2020 - 03.2021
- Picked up and delivered automotive parts, equipment, tools, and accessories from or to retail customers, wholesale accounts, dealerships, body shops, and vendors.
- Logged deliveries and pickups, and quickly loaded and unloaded deliveries.
- Built and maintained a thorough knowledge of store products and current promotions, set up marketing displays, stocked shelves, and kept the store neat, clean, and inviting.
- Maintained accurate inventory of delivered items and returns.
- Inspected parts for quality before loading for delivery.
- Assisted in organizing stock in the warehouse for quick retrieval.
- Inspected vehicles daily for safety and operational readiness.
- Assisted customers with inquiries about products and services.
- Maintained records such as vehicle logs, records of cargo, or billing statements in accordance with regulations.
CREW MEMBER TEAM LEADER
Marugame Udon
Costa Mesa, USA
08.2019 - 03.2020
- Provided excellent customer service during busy shifts.
- Assisted with food preparation and cooking tasks as needed.
- Collaborated with team members to ensure smooth operations.
- Handled customer inquiries and resolved issues promptly.
- Followed food safety guidelines to maintain quality standards.
- Supported training of new staff on restaurant procedures and policies.
- Provided quality customer service with a friendly attitude.
- Assisted in taking customer orders and providing recommendations.
- Provided exceptional service to high volume of daily customers.
- Followed health code regulations when handling food items safely.
STUDENT SUPPORT PARAPROFESSIONAL
Santa Ana Unified School District
Santa Ana, USA
09.2018 - 03.2020
- Tutored students in course material to improve comprehension.
- Planned and led activities to develop students' emotional and social growth.
- Established positive relationships with students, fellow teachers, and school administrators.
- Supported students with special needs during educational activities.
- Collaborated with educators to develop individualized learning plans.
- Facilitated small group instruction to enhance student understanding.
- Monitored student progress and reported observations to teachers.
- Organized classroom materials and maintained a conducive learning environment.
- Participated in professional development workshops to improve instructional strategies.
- Created and maintained positive relationships with students, parents, and colleagues.
- Offered students personalized educational, behavioral, and emotional support.
- Observed students to help teachers identify potential learning blocks and opportunities for support.
- Collaborated with special education staff to develop Individualized Education Plans.
RECEPTIONIST
TTM TECHNOLOGIES INC.
Anaheim, USA
04.2019 - 09.2019
- I greeted customers, answered general questions, and directed them to appropriate locations.
- Operated a telephone switchboard to answer, screen, and forward calls to the appropriate personnel.
- Delivered administrative support to team members by making copies, sending faxes, and organizing documents.
- Managed multi-line phone system and efficiently routed calls to staff.
- Maintained organized filing system for confidential documents and records.
- Handled incoming mail and packages, ensuring timely distribution to departments.
- Supported administrative tasks by preparing correspondence and reports as needed.
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Greeted visitors and provided them with assistance.
- Provided excellent customer service at all times while interacting with both internal and external customers.
AFTER -SCHOOL PROGRAM LEADER
Think Together, Inc.
Santa Ana, USA
08.2016 - 12.2017
- Implemented and delivered programming for groups of children ages 7 to 10.
- Assisted children in the development of social, communication, and problem-solving skills.
- Communicated with parents about daily activities and any concerning behaviors.
- Facilitated communication among students, staff, and families to foster community.
- Organized events that promoted teamwork and social skills among participants.
- Maintained accurate records of attendance and program participation regularly.
- Organized and supervised daily activities for students in the after-school program.
- Collaborated with other staff members to create a safe environment for the students' physical and emotional well-being.
- Assisted with homework assignments, projects, and tests.
- Developed lesson plans and educational activities to engage students.
- Cultivated relationships with parents and guardians by providing regular feedback on their children's progress in the program.
- Encouraged positive behavior among students through positive reinforcement techniques.
Education
Bachelor of Science - Criminal Justice Studies
San Francisco State University
San Francisco, CA, USA05.2023
Associate of Science - Administration of Justice
Santa Ana College
Santa Ana, CA, USA05.2019
Skills
- Team collaboration
- Adaptability
- Written and verbal communication
- Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
- scheduling and event coordination
- Google Workspace (Docs, Sheets, Calendar)
- Data entry
- Active listening
- Conflict resolution
- Time management
- Attention to detail
- Multitasking abilities
References
- Jaffar Mendieta, Director of Operations
Block By Block, 870 Market St. #582, San Francisco, CA, 94102, jmendietablockbyblock.com, (415)-622-7275
- Danny Li, Sergeant SF Police Officer
SFPD, 1245 3rd Street, San Francisco, CA, 94158
danni.lisfgov.org, (628)-946-8562
Awards
Academic Awards - SFSU
Dean's List - Fall 2021
Dean's List - Spring 2022,
Dean's List - Spring 2023
Certifications Courses
CPR & First Aid Certification
05/01/25 - 05/31/27
Timeline
MEMBER SERVICES REPRESENTATIVE/DISPATCHER
Block By Block
11.2023 - 05.2025
MEMBER SERVICES REPRESENTATIVE/ DISPATCHER
Union Square Alliance
04.2023 - 11.2023
BEHAVIOR TECHNICIAN
A.g.e.s. Learning Solutions
07.2022 - 03.2023
BEHAVIOR TECHNICIAN
Butterfly Effects Inc.
12.2021 - 05.2022
PARTS DELIVERY DRIVER AND RETAIL ASSOCIATE
O'Reilly Auto Parts
09.2020 - 03.2021
CREW MEMBER TEAM LEADER
Marugame Udon
08.2019 - 03.2020
RECEPTIONIST
TTM TECHNOLOGIES INC.
04.2019 - 09.2019
STUDENT SUPPORT PARAPROFESSIONAL
Santa Ana Unified School District
09.2018 - 03.2020
AFTER -SCHOOL PROGRAM LEADER
Think Together, Inc.
08.2016 - 12.2017
Bachelor of Science - Criminal Justice Studies
San Francisco State University
Associate of Science - Administration of Justice
Santa Ana College
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