Jacqueline Maggard
Englewood
Summary
With a proven track record at Hopebridge, I excel in applied behavior analysis and crisis management, significantly enhancing client outcomes. My leadership as a Store Manager at Journeys Kidz showcases my ability to foster team collaboration and improve customer satisfaction, demonstrating my commitment to excellence and continuous improvement in fast-paced environments.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Registered Behavior Technician
Hopebridge
12.2023 - Current
- 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.
- Observed, monitored and recorded problem behaviors through accurate behavior-consequence data collection, graphs, and anecdotal notes.
Store Manager
Journeys Kidz
08.2021 - 09.2023
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Completed point of sale opening and closing procedures.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Rotated merchandise and displays to feature new products and promotions.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Approved regular payroll submissions for employees.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Ensured compliance with all applicable laws, regulations, policies by regularly reviewing store procedures and taking corrective measures when necessary.
- Maintained open lines of communication with corporate headquarters, sharing pertinent information about store performance and requesting support when needed.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
Customer Service Representative
Burlington
02.2019 - 06.2021
- 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.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- 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.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
Education
Some College Credits - Music Education
Wright State University
Dayton, OHHigh School Diploma -
Northmont High School
Clayton, OH05.2016
Skills
- Applied behavior analysis
- Social skills development
- Discrete trial training
- Token economy systems
- Reinforcement procedures
- Natural environment training
- Collaboration with professionals
- Prompting strategies
- Behavior intervention plans
- Self-management strategies
- Incidental teaching
- Group instruction
- Direct instruction
- Visual supports implementation
- Peer-mediated instruction
- Session preparation
- Relationship building
- Client engagement
- HIPAA requirements
- Critical thinking
- Crisis management
- Encouragement and motivation
- Rapport building
- Decision-making
- Active listening
- Heartsaver CPR AED
- Heartsaver first aid (first aid)
- Employee training
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
Accomplishments
During my high school career, I created a logo for Englewood’s sister city program that is currently used today in Englewood, OH and Billerbeck, Germany. I was apart of leadership for my high schools marching and drama club. Supervised team of 15 staff members while working for Burlington and supervised team of 20 staff members while working for Journeys Kidz. I earned my Registered Behavior Technician certificate in a two week time span.
Certification
- First Aid Certification - American Red Cross or St John Ambulance.
- Registered Behavior Technician (RBT) - Behavior Analyst Certification Board.
- CPR/AED Certification
- Ohio Driver's License
- First Aid Certification
Timeline
Registered Behavior Technician
Hopebridge
12.2023 - Current
Store Manager
Journeys Kidz
08.2021 - 09.2023
Customer Service Representative
Burlington
02.2019 - 06.2021
Some College Credits - Music Education
Wright State University
High School Diploma -
Northmont High School