Jennalee Yenna
Columbia City,IN
Summary
Energetic professional performs assessments, monitors behavior and helps develop treatment plans. Proven ability to collaborate with multidisciplinary teams to meet company needs. Offers skills in task prioritization and task management while being trusted to work in a remote environment. Caring and compassionate Registered Behavioral Technician experienced in implementing specialized programs for individuals with developmental, emotional, or intellectual disabilities. Comfortable in handling stressful situations and performing under pressure. Passionate about providing high-quality service to those who may be unsatisfied with performance from company.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Technical Support Representative
Concentrix
03.2023 - Current
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Played key role in project that significantly reduced system downtime for major clients.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
Registered Behavior Technician
RBT, Hopebridge, LLC
05.2019 - 03.2023
- Write daily notes to allow billing for insurance
- Implemented strategies to reduce anxiety and stress levels in clients.
- Intervened with clients' challenging behaviors by reinforcing therapeutic alternatives and coping mechanisms.
- Developed individualized plans to address challenging behaviors.
- Assisted clients in identifying and setting goals to promote positive behavior development.
- Documented interventions, assessments and progress reports on database to enable tracking history and maintain consistent records.
- Collaborated with client's support system and other allied specialists to implement positive interventions.
- Inquire data through Microsoft
- Track Supervision Hours through Excel
- Collaborated with other professionals to develop and modify individualized treatment plans.
- Observed, monitored and recorded problem behaviors through accurate behavior-consequence data collection, graphs, and anecdotal notes.
- Used Microsoft to document patient information, progress notes, and treatment plans.
CNA - Certified Nursing Assistant
Kingston Care Center Fort Wayne
03.2018 - 04.2019
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs through Microsoft software.
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
- Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
- Followed directions of licensed nurses to administer medications and treatments.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Supported needs of 10+ residents under long-term care.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
Manager
Taco Bell
01.2018 - 03.2019
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Developed and maintained relationships with customers and suppliers through account development.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Planned and budgeted accurately to provide business with resources needed to operate smoothly.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Established team priorities, maintained schedules and monitored performance.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Maximized performance by monitoring daily activities and mentoring team members.
Sandwich Artist
SUBWAY®Restaurants
06.2016 - 11.2017
- Documented customer orders and conveyed special requests to kitchen staff.
- Checked on dining areas frequently to clean up spills, wipe down tables and restock stations.
- Organized freezers, refrigerators and storage rooms by receiving, recording, and moving food and beverage supplies and products.
- Kept drawer balanced by accurately processing cash, credit and debit payments.
- Replenished serving stations with fresh food and cleaned up spills.
- Trained team members to prepare sandwiches and other items according to instructions.
- Kept workplace clean and organized in line with restaurant policies.
- Identified price of goods and calculated bills with optical price scanners, calculators, and cash registers.
- Greeted guests, promoted specials, and took orders.
- Filled out daily shift log to record amount of food prepared, used and leftover.
- Met sales targets by encouraging customers to buy extra food items such as drinks, desserts, and sides.
- Delivered exceptional service as illustrated through multiple positive Yelp reviews.
- Loaded food, dishes and utensils on carts and trays to transport from designated food preparation areas to designated tables.
Education
High school diploma -
North Side High School
06.2018
Skills
- Developmental Disabilities Experience
- Team management
- Time management
- Leadership
- Time & attendance systems
- Behavior Management
- Data Collection
- Live chat
- Customer service
- Communication skills
- Computer skills
- Documentation review
- Direct support
- Sales (3 years)
- Salesforce (2 years)
- Case Management
- Computerized Time Management Systems
- Report Writing
- Positive Interactions
- Appointment Setting
- Group Assistance
- Daily Logs
- Documentation Skills
- Skill Development
- Skill-Building Support
- Project Requirements
- Customer Satisfaction
- Ongoing Assessments
- Technical Troubleshooting
- Remote Support
Certification
RBT Certification
Timeline
Technical Support Representative
Concentrix
03.2023 - Current
Registered Behavior Technician
RBT, Hopebridge, LLC
05.2019 - 03.2023
CNA - Certified Nursing Assistant
Kingston Care Center Fort Wayne
03.2018 - 04.2019
Manager
Taco Bell
01.2018 - 03.2019
Sandwich Artist
SUBWAY®Restaurants
06.2016 - 11.2017
High school diploma -
North Side High School