Illyania Rocha
Springfield
Summary
Driven professional with a strong background in behavioral support and customer service, adept at managing operations and enhancing client experiences. Proven ability to implement effective behavior plans, track progress, and promote skill acquisition, resulting in measurable improvements in client outcomes. Demonstrated expertise in team collaboration, maintaining compliance, and providing exceptional service across diverse settings. Committed to fostering positive environments that prioritize client independence and satisfaction.
Overview
3
3
years of professional experience
2023
2023
years of post-secondary education
1
1
Certification
Work History
Assistant Teacher
Goddard School
Springfield
01.2026 - Current
- Assisted lead teacher in creating engaging lesson plans for preschool students.
- Supported classroom management by maintaining a positive and structured environment.
- Facilitated small group activities to enhance children's learning and development.
- Collaborated with parents to communicate student progress and classroom events.
- Implemented educational games that promoted social skills and teamwork among children.
- Supervised outdoor playtime to ensure safety and encourage physical activity.
- Organized classroom materials and resources for easy access during lessons.
Behavioral perspective
Bt2
Springfield
01.2025 - Current
- Managed daily operations and ensured smooth workflow.
- Collaborated with team members to achieve project goals.
- Implemented behavior intervention plans to enhance clients' social skills and reduce challenging behaviors.
- Collaborated with a multidisciplinary team to assess client progress and adjust treatment plans accordingly.
- Tracked and documented client behavior data to identify trends and measure the effectiveness of interventions.
- Provided one-on-one support to clients, fostering a positive and engaging learning environment.
- Utilized Applied Behavior Analysis (ABA) techniques to facilitate skill acquisition and promote independence.
- Maintained compliance with ethical standards and best practices in behavior therapy.
Merchandise Associate
Macys
Springfield
10.2024 - 01.2025
- Arranged store shelves or display areas as required by each store.
- Developed visual merchandising strategies to optimize product displays and increase sales.
- Demonstrated ability to effectively interact with customers and provide excellent customer service.
- Worked collaboratively with team members to meet operational goals within set deadlines.
- Processed payments using POS systems while adhering to cash handling policies.
- Inspected incoming shipments for accuracy, quality assurance and compliance with company standards.
Switchboard Operator
Memorial Healthcare
Decatur
05.2024 - 10.2024
- Connected callers with appropriate professional, department, or business.
- Streamlined administrative tasks such as message-taking and appointment scheduling for increased productivity across multiple departments.
- Managed high volume of calls during peak hours, maintaining composure under pressure while efficiently handling each caller's needs.
- Delivered excellent customer service through active listening skills and empathetic problem-solving approaches with callers' concerns or complaints.
- Enhanced customer satisfaction by promptly addressing inquiries and directing them to the appropriate department.
- Contributed to positive workplace culture by fostering a collaborative environment and assisting colleagues when needed.
- Identified problems quickly and took initiative to resolve them independently or escalate appropriately.
Customer Associate/Pharmacy Customer Service Representative
Walgreens
Belleville
09.2023 - 05.2024
- Resolved customer issues efficiently, resulting in positive feedback and increased loyalty.
- Assisted in maintaining store cleanliness, contributing to a pleasant shopping environment.
- Assisted with price verifications and implemented adjustments for discounts or promotions.
- Stretching beyond assigned duties when needed for smooth business operations.
Education
High School Diploma -
Glenwood High School
Chatham, IL, USSkills
- Operating switchboards
- Telephone operations
- Customer Service
- Active Listening
- Customer Relations
- Fantastic at handling money
- Quick-learning
- Dependability
- Problem-solving abilities
- Critical Thinking
- Call center experience
Certification
QBS certified
Accomplishments
Was on the deans list
Timeline
Assistant Teacher
Goddard School
01.2026 - Current
Behavioral perspective
Bt2
01.2025 - Current
Merchandise Associate
Macys
10.2024 - 01.2025
Switchboard Operator
Memorial Healthcare
05.2024 - 10.2024
Customer Associate/Pharmacy Customer Service Representative
Walgreens
09.2023 - 05.2024
High School Diploma -
Glenwood High School