JOANNA RICHARDSON
Cranston,US
Summary
Dedicated and compassionate professional with experience in special education support, customer service, and administrative roles. Skilled in working with diverse populations, including children with special needs and Spanish-speaking clients. Strong communicator with proven organizational, problem-solving, and documentation skills.
Overview
8
8
years of professional experience
1
1
Certification
Work History
SPECIAL EDUCATION PARAPROFESSIONAL
Amegis Healthcare
Cranston, RI
07.2025 - Current
- Provided one-on-one instructional support to K–1 students to increase classroom engagement and task completion.
- Managed student behavior with positive strategies, reducing disruptions and improving learning time.
- Assisted with personal care and safety protocols to maintain a secure classroom environment.
- Collaborated with teachers and therapists to implement individualized plans yielding measurable student progress.
SPECIAL EDUCATION PARAPROFESSIONAL
The Stepping Stones Group
Providence, RI
09.2024 - 06.2025
- Supported students with individualized instruction plans, improving classroom engagement and task completion.
- Documented behavioral progress and intervention outcomes to inform teacher strategies and IEP updates.
- Collaborated with teachers and support staff to implement targeted accommodations during lessons.
- Assisted in de-escalation and classroom management, reducing disruptive incidents and preserving learning time.
OPERATIONS MEMBER / PARAPROFESSIONAL
Beacon College Preparatory Charter School
Opa Locka, FL
08.2022 - 06.2024
- Supported K–8 classrooms and supervised large student groups to maintain safe daily operations.
- Managed lunch service and dismissal processes to reduce transition delays and improve flow.
- Participated in school projects to enhance student support and program delivery.
- Provided one-on-one and small-group assistance to reinforce classroom instruction and behavior expectations.
CASE AUDITOR
Rhode Island Housing & Mortgage Corporation
Providence, RI
01.2021 - 07.2022
- Reviewed rental assistance applications and verified documentation for accuracy across 50+ cases per workload.
- Assisted Spanish-only landlords and tenants with application processing to improve program access.
- Managed case records in YARDS software ensuring timely case progression and audit readiness.
- Identified documentation gaps and escalated issues to reduce processing delays and improve compliance.
CUSTOMER SERVICE REPRESENTATIVE
CVS Health
Lincoln, RI
09.2019 - 11.2020
- Provided multi-channel customer support handling high-volume inquiries with consistent professional tone.
- Resolved technical and account issues promptly, reducing repeat contacts and improving resolution rates.
- Maintained and updated customer records accurately to support timely follow-ups and audits.
- Escalated complex cases to appropriate teams and coordinated solutions to restore service quickly.
CUSTOMER SERVICE REPRESENTATIVE
AmWINS Group Benefits
North Kingstown, RI
08.2017 - 09.2019
- Assisted members with benefits eligibility and resolved inquiries while handling 50–100 calls daily.
- Maintained quality metrics above 90% by documenting calls accurately and following service standards.
- Reduced average call resolution time through clear problem diagnosis and efficient information retrieval.
- Improved customer satisfaction by providing precise policy explanations and timely follow-up actions.
Education
GED - undefined
Grafton Job Corps Center
Massachusetts02.2012
Skills
- Customer Service/Call Center Experience
- Fluent in Spanish
- Behavior Management
- Data Entry
- Knowledgeable in Microsoft Excel, Word, PowerPoint
- Organization
- Time Management
- Conflict Resolution
- Active Listening
- Multitasking
- Technical Support
- De-escalation techniques
- Compliance adherence
Certification
- CPR Certified
- Customer Service Certified
- Crisis intervention Certified
LANGUAGES
Spanish (Native), English (Native)
Timeline
SPECIAL EDUCATION PARAPROFESSIONAL
Amegis Healthcare
07.2025 - Current
SPECIAL EDUCATION PARAPROFESSIONAL
The Stepping Stones Group
09.2024 - 06.2025
OPERATIONS MEMBER / PARAPROFESSIONAL
Beacon College Preparatory Charter School
08.2022 - 06.2024
CASE AUDITOR
Rhode Island Housing & Mortgage Corporation
01.2021 - 07.2022
CUSTOMER SERVICE REPRESENTATIVE
CVS Health
09.2019 - 11.2020
CUSTOMER SERVICE REPRESENTATIVE
AmWINS Group Benefits
08.2017 - 09.2019
GED - undefined
Grafton Job Corps Center