Heather Fisher
Dunnellon,FL
Summary
Behavioral technician with strong expertise in implementing and monitoring individualized behavior plans. Proven track record of working effectively with clients, families, and interdisciplinary teams. Skilled in data collection, analysis, and adaptive behavior strategies. Reliable team player adept at adjusting to evolving needs and achieving results in collaborative environments.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Professional with strong background in emergency response and communication, adept at managing high-stress situations effectively. Skilled in operating dispatch systems, handling multiple tasks with precision, and maintaining clear, calm communication. Dependable team player focused on collaboration and adaptability, ensuring seamless operations and optimal outcomes in rapidly changing environments. Valued for problem-solving abilities, quick decision-making, and unwavering commitment to public safety.
Overview
23
23
years of professional experience
1
1
Certification
Work History
RBT
Lifespan Behavior Services, LLC
09.2024 - Current
- Implemented individualized behavior intervention plans to enhance client outcomes.
- Conducted data collection and analysis to monitor client progress and adjust strategies.
- Developed engaging activities that reinforced learning objectives and social skills.
- Reduced challenging behaviors through the implementation of positive reinforcement strategies.
- Received ongoing supervision from Board Certified Behavior Analysts to refine professional skills and knowledge.
- Fostered strong relationships with clients'' families, fostering trust and open communication vital for successful outcomes.
- Adapted instructional methods according to each client''s learning style, maximizing progress towards goals.
- Promoted socialization and peer interaction with group activities and play-based learning.
- Improved communication skills in autistic children by utilizing evidence-based practices.
- Maintained a safe, structured learning environment conducive to the individual success of each client.
- Increased independence in daily living tasks by providing consistent skill development support.
- Documented behavioral data accurately, contributing to better-informed treatment adjustments.
- Provided crisis intervention support as needed, prioritizing the safety and well-being of all involved parties.
- Adhered to ethical guidelines outlined by the Behavior Analyst Certification Board, ensuring quality care delivery across all cases.
- Observed, monitored and recorded problem behaviors through accurate behavior-consequence data collection, graphs, and anecdotal notes.
- Delivered compassionate patient care, focusing on safety, comfort and emotional support.
- Supported patient confidentiality in accordance with HIPAA regulations.
Tax Preparer
Jackson Hewitt
01.2025 - 12.2025
- Prepared individual and business tax returns, ensuring compliance with federal and state regulations.
- Assisted clients in identifying eligible deductions and credits to maximize tax savings.
- Reviewed financial documents for accuracy and completeness before submission to tax authorities.
- Utilized tax preparation software to streamline return processing and improve efficiency.
- Educated clients on tax-related matters, enhancing understanding of complex regulations.
- Collaborated with team members to resolve client inquiries and ensure timely service delivery.
- Maintained organized records of client interactions and documentation for audit readiness.
- Maintained high levels of confidentiality when dealing with sensitive client information, fostering trust and loyalty among clients.
- Increased client satisfaction by providing accurate and timely tax preparation services.
- Provided exceptional customer service during peak tax season by remaining calm under pressure and addressing client concerns promptly and professionally.
Registered Behavior Technician (RBT)
BASS ABA Therapy
09.2023 - 09.2024
- Implemented individualized treatment plans to enhance client behavior and learning outcomes.
- Assisted in data collection and analysis to track progress and inform strategies.
- Utilized behavior management techniques to reduce challenging behaviors effectively.
- 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.
- 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.
- Intervened with clients' challenging behaviors by reinforcing therapeutic alternatives and coping mechanisms.
- Developed rapport with clients and families, fostering trust and open communication essential to successful treatment outcomes.
- Utilized technology tools for data collection and analysis, streamlining the process of monitoring client progress and informing treatment plan adjustments.
- Learned specialized behavior approaches to implement behavioral strategies.
- Enhanced client''s communication skills through the use of visual aids, social stories, and roleplaying activities.
Member Service Representative
Amac
01.2019 - 07.2023
- Assisted members with inquiries, providing accurate information and resolving issues efficiently.
- Managed member accounts, ensuring timely updates and compliance with company policies.
- Conducted training sessions for new staff on customer service protocols and systems usage.
- Streamlined processes for account management to enhance efficiency and member satisfaction.
- Collaborated with cross-functional teams to improve service delivery and resolve complex cases.
- Developed training materials that improved onboarding experience for new representatives.
- 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.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Verified customer identification and documentation for compliant transactions.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
- Promoted a positive work environment by fostering open communication between colleagues and supervisors.
- Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
- Educated members on financial literacy topics, empowering them to make sound financial decisions for their future success.
- Served as a mentor for new hires sharing best practices contributing towards increased productivity among team members.
- Ensured compliance with regulatory requirements during all member interactions safeguarding both the organization''s reputation.
Staff Assistant
Early Learning Coalition of the Nature Coast
04.2017 - 04.2018
- Coordinated scheduling and logistics for early childhood education programs.
- Developed and maintained databases for tracking enrollment and attendance data.
- Streamlined administrative processes to improve efficiency in day-to-day operations.
- Supported daily operations with efficient task management, contributing to overall office productivity and organization.
- Established strong working relationships with coworkers through excellent communication skills which led to improved teamwork capabilities.
- Maintained accurate record-keeping systems to ensure easy access to vital information for staff members.
- Maintained professional front desk, handled incoming calls and delivered exceptional service to every guest.
- Boosted productivity by keeping office records current, well-organized and efficiently accessible for various needs.
- Handled incoming phone calls professionally, directing callers to appropriate parties or addressing their inquiries directly when possible.
- Utilized advanced software programs to manage data entry tasks, improving accuracy and reducing manual workload hours spent on repetitive tasks.
- Participated in special projects as assigned by supervisors, demonstrating adaptability and versatility in diverse tasks.
- Provided exceptional customer service to both internal and external clients while resolving any issues promptly and efficiently.
- Greeted guests in with friendliness and professionalism.
- Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Volunteered to help with special projects of varying degrees of complexity.
Office Assistant
AirFX Inc
07.2016 - 01.2017
- Managed daily office operations, ensuring smooth workflow and organization.
- Coordinated schedules and appointments for executive team, optimizing time management.
- Developed and maintained relationships with vendors, negotiating favorable terms for services.
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
- Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
- Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
- Increased customer satisfaction by providing professional and courteous front desk support.
- Contributed to a positive work environment by fostering open communication among colleagues.
- Prepared and edited documents to produce precise, accurate and professional communication.
- Assisted in financial tasks such as invoicing, expense tracking, and budget preparation to ensure accuracy.
- Achieved high levels of accuracy in data entry tasks while adhering to strict deadlines.
- Strengthened office organization by implementing new filing systems and digital record-keeping practices.
- Increased team productivity, organizing and scheduling appointments and meetings without overlap.
- Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
Program Specialist
Platinum Advisor Strategies
06.2015 - 06.2016
- Developed and implemented program strategies to enhance client engagement and satisfaction.
- Collaborated with cross-functional teams to streamline operational processes and improve service delivery.
- Analyzed program data to identify trends, ensuring alignment with organizational goals and objectives.
- Managed project timelines and resources to ensure successful execution of client-focused programs.
- Provided strategic insights during planning meetings, influencing decision-making processes for future programs.
- Established metrics for evaluating program effectiveness, leading to continuous improvement initiatives.
- Received incoming phone calls and contact form submissions and provided timely responses to inquiries.
- Conducted thorough needs assessments to identify gaps in service delivery and inform program development efforts.
- Evaluated program operations, successes and deficiencies to identify concerns and recommend strategies to enhance processes and elevate results.
- Streamlined communication channels between departments, enhancing overall organizational workflow efficiency as it pertains to the execution of assigned projects.
- Ensured compliance with relevant regulations throughout all stages of program implementation by closely monitoring adherence to established guidelines.
- Built strong relationships with external partners to secure resources and support necessary for program success.
- Established goals and created action plans to achieve goals.
Manager in Training
AT&T
06.2013 - 06.2015
- Led team training sessions to enhance employee performance and operational efficiency.
- Developed strategic initiatives to improve customer experience and service delivery.
- Analyzed performance metrics to identify areas for improvement in sales processes.
- Implemented process improvements that reduced service response times and increased customer satisfaction.
- Enhanced team performance by implementing effective training strategies and management techniques.
- Served as a mentor and resource for junior staff members by offering guidance, support, and encouragement in their professional development pursuits.
- Increased customer satisfaction levels by consistently monitoring service quality and addressing concerns promptly.
- Maximized productivity through regular performance evaluations, providing constructive feedback, and setting clear expectations for staff members.
- Developed strong relationships with key clients, ensuring consistent business growth and exceptional service delivery.
- Handled day-to-day customer or client questions via telephone or email.
- Gained knowledge of company policies, protocols and processes.
- Acted with integrity, honesty, and knowledge to promote culture of company.
- Described product to customers and accurately explained details and care of merchandise.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
911 Dispatcher
Okeechobee County Sheriff Office
02.2005 - 05.2013
- Operated multi-line phone systems to receive and prioritize emergency calls.
- Coordinated response efforts with local law enforcement, fire, and medical services.
- Monitored radio communications to ensure timely dispatch of units to incidents.
- Documented call details accurately for reporting and record-keeping purposes.
- Provided instructions and support to callers in high-stress situations for optimal outcomes.
- Monitored Police and Fire radios to provide assistance to responding personnel.
- Provided exceptional customer service to callers in crisis, displaying empathy while obtaining necessary information for emergency response teams.
- Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
- Supported law enforcement officers during high-risk situations by providing vital background data on suspect locations or histories.
- Dispatched and coordinated emergency services teams according to high-priority calls.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- Read system maps and caller information, and documented details in system.
- Collaborated with fellow dispatchers to maintain a cohesive team environment, fostering seamless communication during emergencies.
- Directed responders using assigned mapping systems for timely emergency attendance.
- Answered calls from automatic routing system and took basic information from callers.
- Assessed emergency requests and made quick judgment calls to determine appropriate action.
- Increased situational awareness among responding units through timely updates on evolving incident conditions.
- Served as an integral member of the emergency communications team, consistently demonstrating professionalism and dedication to public safety.
- Managed high-stress situations with composure, providing reassurance to distressed callers while gathering crucial information for first responders.
- Enhanced emergency response times by effectively prioritizing incoming calls and dispatching appropriate resources.
- Streamlined communication between first responders and callers by maintaining clear, concise, and accurate information sharing.
- Proved successful working within tight deadlines and a fast-paced environment.
- Maintained accurate records of all dispatched calls, ensuring proper documentation for future reference or legal proceedings.
- Maintained up-to-date knowledge of local geography and jurisdiction boundaries to ensure accurate dispatching of emergency services personnel.
- Consistently met or exceeded departmental standards for call handling time, contributing to an optimized emergency response system.
- Followed established protocols for professional handling of emergency situations.
- Participated in ongoing professional development opportunities to stay current on industry best practices and emerging technologies within the field of emergency communications.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Coordinated multi-agency responses during large-scale incidents, ensuring smooth inter-agency collaboration and optimal resource utilization.
Youth Care Worker
VisionQuest
07.2003 - 02.2005
- Facilitated individual and group therapy sessions to promote emotional and social development.
- Developed personalized care plans based on assessments of youth needs and behavior.
- Collaborated with multidisciplinary teams to implement effective intervention strategies.
- Monitored daily activities, ensuring a safe and supportive environment for youth residents.
- Provided a safe and nurturing environment for at-risk youth through consistent supervision and positive reinforcement.
- Conducted regular safety checks and maintained facility cleanliness, ensuring a secure and hygienic environment for all program participants.
- Improved communication skills among youths by encouraging group discussions and collaborative projects.
- Enhanced youth development by implementing structured activities and educational support.
- Facilitated conflict resolution among program participants, fostering an atmosphere of mutual respect and understanding within the group setting.
- Completed clear and concise documentation of youth behavior and actions.
- Delivered crisis intervention services when necessary, addressing urgent concerns promptly while maintaining safety for all involved parties.
- Aided with crisis intervention by redirecting negative behaviors and offering peer counseling.
- Assisted with daily living skills training, supporting self-sufficiency among program participants.
- Utilized system model to teach youth life skills in accordance with individualized treatment plans.
- Established clear expectations for behavior within the residential facility, reinforcing accountability among youths in our care.
- Promoted emotional well-being by providing individualized support and counseling to address personal challenges faced by each youth.
- Supervised daily activities and ensured safety of youth in residential settings.
Education
High School Diploma -
Enterprise
MS01-2000
Skills
- Organization skills
- Relationship building
- Tax return preparation
- Client communication
- Data gathering
- Data inputting
- Verbal/written communication
- Social skills development
- Data collection
- Incidental teaching
- Reinforcement strategies
- Behavior reduction strategies
- Prompting techniques
- Error correction
- Group instruction
- Toilet training
- Discrete trial training
- Functional communication training
- Natural environment training
- Visual supports
- Emotional regulation
- Motor skills development
- Executive functioning
- Customer service
- Active listening
- Critical thinking
- Customer relations
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
Certification
- Registered Behavior Technician
- Professional Crisis Management Level 1
- CPR
Additional Information
Hard worker that is a team player. I learn fast and always strive to do my best as I feel that is a reflection of ones self. I am always up for a challenge and any task.
Timeline
Tax Preparer
Jackson Hewitt
01.2025 - 12.2025
RBT
Lifespan Behavior Services, LLC
09.2024 - Current
Registered Behavior Technician (RBT)
BASS ABA Therapy
09.2023 - 09.2024
Member Service Representative
Amac
01.2019 - 07.2023
Staff Assistant
Early Learning Coalition of the Nature Coast
04.2017 - 04.2018
Office Assistant
AirFX Inc
07.2016 - 01.2017
Program Specialist
Platinum Advisor Strategies
06.2015 - 06.2016
Manager in Training
AT&T
06.2013 - 06.2015
911 Dispatcher
Okeechobee County Sheriff Office
02.2005 - 05.2013
Youth Care Worker
VisionQuest
07.2003 - 02.2005
High School Diploma -
Enterprise