Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Iolanda Macauda

Iolanda Macauda

Little Egg Harbor,NJ

Summary

Experienced with providing comprehensive care and support to diverse client populations. Utilizes effective communication and interpersonal skills to foster positive relationships. Track record of maintaining safe and supportive environment tailored to individual needs.

Overview

2024
2024
years of professional experience
1
1
Certification

Work History

Direct Support Professional

21 Plus

Customer Service Representative

Causeway Familu
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • 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.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Developed feedback system for customers to share their service experience, leading to actionable improvements.

Food Service Worker

Subway
  • Utilized strong multitasking skills to manage multiple orders simultaneously without compromising quality or accuracy.
  • Maintained clean, trash-free workspaces to maximize productivity and safety.
  • Supported team members during peak hours, ensuring smooth operations and minimal wait times for customers.
  • Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
  • Maintained safety standards by properly handling food and adhering to sanitation guidelines.
  • Strictly followed sanitation and food safety guidelines as required by regulatory agencies and company.
  • Greeted customers at counter to fulfill requests and answer questions.
  • Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
  • Operated cash register accurately, managing transactions efficiently while providing excellent customer service.
  • Promoted a positive work environment through effective communication with colleagues and supervisors.
  • Prepared and served various food and drink items to customer specifications in fast-paced environments.
  • Made food according to standard recipes with requested changes for customer satisfaction.
  • Demonstrated versatility by quickly adapting to various roles within the food service environment as needed.
  • Developed and maintained positive relationships with customers to enhance service.
  • Replenished condiments, beverages, and supplies while maintaining cleanliness of service areas.
  • Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
  • Delivered exceptional service by promptly addressing customer concerns and special requests.
  • Learned other teammates' work tasks to train as backup.
  • Operated dishwashing and sanitizing equipment according to manufacturer instructions.

Direct Support Professional

AMIB
08.2022 - 02.2024
  • Maintained clean, safe, and well-organized patient environment.
  • Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
  • Participated in ongoing training opportunities to stay current on best practices in disability support services.
  • Enhanced quality of life for individuals with disabilities by providing compassionate and consistent direct support.
  • Assisted clients in achieving personal goals through tailored care plans and daily skill-building activities.
  • Supported clients with personal care tasks, ensuring their dignity and privacy were maintained at all times.
  • Monitored medication administration, maintaining accurate records to ensure client safety and compliance with prescribed treatment plans.
  • Provided ongoing communication between clients, families, and other service providers to enhance overall care coordination efforts.
  • Assisted disabled clients to support independence and well-being.
  • Maintained a safe and inclusive environment by addressing behavioral challenges with patience and understanding.
  • Facilitated social outings and community integration activities, promoting inclusion and positive experiences for clients.
  • Monitored clients to assess and report physical and behavioral changes to supervisors.
  • Encouraged and supported clients to participate in recreational and leisure activities to promote social interactions and reduce loneliness.
  • Addressed emergency situations calmly and effectively, prioritizing the safety of both clients and staff members involved.
  • Promoted physical well-being by supporting clients in engaging in regular exercise routines or therapeutic activities suited to their abilities.
  • Transported clients to medical and dental appointments to provide support.
  • Monitored progress and documented patient health status changes to keep care team updated.
  • Improved client self-sufficiency through teaching essential skills such as meal preparation, housekeeping, and financial management.
  • Developed and implemented individualized care plans to meet individual needs of each client.

Sales Associate

ShopRite
09.2006 - 07.2009
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Built relationships with customers to encourage repeat business.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Answered customer questions about sizing, accessories, and merchandise care.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Rotated stock and restocked shelves to maintain product availability and store appearance.
  • Engaged with customers to build rapport and loyalty.
  • Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
  • Solved customer challenges by offering relevant products and services.
  • Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
  • Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
  • Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
  • Educated clients on current promotional offerings and products using persuasive selling tactics.
  • Assessed customer needs and utilized suggestive selling techniques to drive sales.
  • Engaged with customers to effectively build rapport and lasting relationships.
  • Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
  • Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
  • Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
  • Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
  • Enhanced team productivity by fostering a positive work environment and providing support to colleagues as needed.
  • Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
  • Maintained accurate inventory records to ensure adequate stock levels, minimizing out-of-stock situations that could impact customer satisfaction.
  • Contributed to visual merchandising efforts by creating eye-catching displays that showcased products effectively and enticed shoppers to make purchases.
  • Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
  • Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations.
  • Organized in-store promotions and events to increase foot traffic and drive additional sales opportunities.
  • Collaborated with team members to achieve monthly sales targets.
  • Led team meetings focused on sales techniques and product features, boosting overall team performance.
  • Increased customer loyalty with personalized shopping experiences and attentive service.
  • Streamlined checkout process, significantly reducing wait times and improving customer satisfaction.
  • Collaborated with management team to develop sales strategies and goals, aligning with company objectives.
  • Assisted in inventory management tasks, such as stock replenishment and cycle counts, to ensure product availability.
  • Utilized CRM tools to track customer interactions and sales, enhancing effectiveness of follow-up communications.
  • Implemented feedback from customer surveys to improve shopping experience and meet customer needs.
  • Initiated clienteling approach to build strong relationships with key customers, encouraging repeat business.
  • Fostered collaborative work environment, sharing best practices and sales strategies with new hires.
  • Managed inventory to ensure product availability, contributing to uptick in sales.
  • Conducted product demonstrations to highlight features and benefits, influencing purchase decisions.
  • Resolved customer complaints with patience and understanding, restoring customer confidence.
  • Developed comprehensive product knowledge, enabling effective upselling and cross-selling.
  • Monitored sales trends to adjust sales strategies and meet changing customer demands.
  • Engaged with customers through social media platforms to promote store events and new arrivals, expanding store reach.
  • Participated in visual merchandising, creating attractive displays that stimulated customer interest and sales.
  • Provided training to new staff on sales techniques and store procedures, ensuring consistent customer service experience.
  • Contributed to positive shopping environment by maintaining organized and welcoming store appearance.
  • Enhanced store revenue by consistently exceeding personal sales targets through effective customer engagement and product knowledge.
  • Coordinated sales promotions and events to drive store traffic and increase sales volume.
  • Managed efficient cash register operations.
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.
  • Engaged in friendly conversation with customer to better uncover individual needs.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
  • Built customer loyalty and retention by delivering excellent shopping experiences.
  • Created inviting environment for customers by maintaining store organization and cleanliness.

Education

Associate In Liberal Arts - Liberal Arts And Sciences

Ocean County College
Toms River, NJ
09.2011

Skills

  • Time management
  • First aid and safety
  • Behavior redirection
  • Client support
  • Compassionate caregiving
  • Medication administration
  • Behavioral management
  • Client documentation
  • Housekeeping tasks
  • Decision-making support
  • Health and safety requirements
  • Relationship building
  • Direct patient care
  • Transportation
  • Appointment scheduling
  • Patient care
  • Disability awareness
  • Client transportation
  • ADL support
  • Goal setting
  • Team collaboration
  • Social skills development
  • Recreational activities
  • Crisis management
  • Patient management
  • Progress documentation
  • Individualized support planning
  • Patient assessments
  • Safety monitoring
  • Community integration
  • Medical records management
  • Care plan management
  • Care plan assessment
  • Transportation assistance
  • Indirect patient care
  • Patient education
  • Nutrition
  • Care delivery
  • Nutrition support
  • Report generation
  • Case management
  • Chronic disease management
  • Self-advocacy training
  • Clinical quality program standards
  • Medical office administration
  • Problem-solving
  • Multitasking and organization
  • Daily living support
  • Empathy and patience
  • HIPAA compliance
  • Active listening
  • Adaptability and flexibility
  • Verbal and written communication
  • Case documentation
  • Behavioral support
  • Positive reinforcement
  • Client advocacy
  • Conflict resolution
  • Life skills training
  • Record keeping
  • De-escalation techniques
  • Mobility assistance
  • Self-care promotion
  • Report writing
  • Cultural awareness
  • Emotional intelligence
  • Infection control procedures
  • Healthcare
  • Community activities
  • Client safety and first aid
  • Health services
  • Support plan management
  • State regulations
  • Charting and documentation
  • Compassionate client care
  • Quality program protocols
  • Personal care assistance
  • Therapeutic instruction
  • Hygiene assistance
  • Wellness and nutrition knowledge
  • Adaptive equipment use
  • Case management experience
  • First aid and CPR
  • Community integration support
  • CPR certification
  • Fast learner
  • Critical thinking
  • Documentation and recordkeeping
  • First aid certification
  • Medication management
  • Attentive to people
  • Ability to lift
  • Cooking meals
  • Certified in CPR/AED
  • Vitals monitoring and documentation
  • Decision-making
  • Clear communication
  • Housekeeping

Certification

CPR

Timeline

Direct Support Professional

AMIB
08.2022 - 02.2024

Sales Associate

ShopRite
09.2006 - 07.2009

Direct Support Professional

21 Plus

Customer Service Representative

Causeway Familu

Food Service Worker

Subway

Associate In Liberal Arts - Liberal Arts And Sciences

Ocean County College

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