KaLeigh Mahoney-Balestracci
North Franklin
Summary
Dynamic professional with extensive expertise in customer service and behavior management. Exhibits exceptional communication and adaptability skills, effectively addressing customer inquiries and designing training initiatives that enhance service quality and client satisfaction.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Ritchie Brothers Auctioneers
North Franklin
12.2024 - Current
- Managed customer inquiries and resolved issues efficiently and effectively.
- Developed training materials for new customer service representatives.
- Collaborated with departments to improve customer satisfaction initiatives.
- Implemented feedback systems to gather customer insights and preferences.
- Oversaw scheduling and staffing to meet fluctuating service demands.
- Analyzed trends in customer feedback to recommend process improvements.
- Maintained knowledge of auction processes to assist customers accurately.
- Provided exceptional customer service to ensure customer satisfaction.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
Direct Support Professional
The ARC of Eastern Connecticut
Norwich
10.2023 - 12.2024
- Assisted individuals with daily living activities and personal care needs.
- Developed and maintained supportive relationships with clients and their families.
- Implemented individualized care plans to enhance client well-being and independence.
- Coordinated recreational activities to promote social engagement and enjoyment.
- Monitored client progress and reported changes to the supervisory team.
- Trained new staff on best practices for direct support services.
- Advocated for clients' rights and needs within community resources and services.
- Maintained accurate documentation of client interactions and care provided.
- Monitored individuals' behaviors, documented observations, reported any changes or concerns to supervisor.
- Provided direct care to individuals with intellectual and developmental disabilities, fostering activities of daily living.
- Provided assistance to individuals with daily activities such as personal care, meal preparation and medication reminders.
- Accompanied individuals on outings to promote independence and integration into the community.
- Maintained clean and well-organized environment for client happiness and safety.
Behavior Specialist
Caring Community
Colchester
06.2009 - 10.2023
- Developed individualized behavior intervention plans for diverse client needs.
- Collaborated with multidisciplinary teams to ensure comprehensive care strategies.
- Conducted assessments to identify behavioral challenges and support requirements.
- Implemented training sessions for staff on effective behavior management techniques.
- Monitored client progress and adjusted interventions as needed for effectiveness.
- Provided crisis intervention support during critical behavioral incidents.
- Educated families on behavior modification strategies and resources available.
- Documented client interactions and interventions in compliance with regulatory standards.
- Served as a liaison between schools and community agencies related to mental health services for youth with challenging behaviors.
- Provided crisis management support for students exhibiting challenging behaviors in school settings.
- Maintained accurate records of assessments, observations, interventions, and other activities related to each student's behavioral plan.
- Participated in interdisciplinary team meetings to discuss student progress, develop recommendations, and collaborate on educational decisions.
- Created positive learning environments by utilizing evidence-based practices such as Positive Behavior Interventions and Supports.
Cashier Team Lead
Tjmaxx
Norwich
06.2007 - 06.2009
- Trained new cashiers on register operations and customer service standards.
- Managed cash drawer accuracy and balanced registers at shift end.
- Resolved customer inquiries and complaints with effective communication.
- Implemented store policies to enhance security and loss prevention measures.
- Assisted in inventory management by monitoring stock levels at checkout area.
Education
Associate of Arts -
Three Rivers Community College
Norwich, CT06-2011
High School Diploma -
Norwich Free Academy
Norwich, CT06-2009
Skills
- Customer service excellence
- Team collaboration
- Crisis management
- Behavioral management
- Documentation proficiency
- Time management
Certification
Notary
Timeline
Customer Service Manager
Ritchie Brothers Auctioneers
12.2024 - Current
Direct Support Professional
The ARC of Eastern Connecticut
10.2023 - 12.2024
Behavior Specialist
Caring Community
06.2009 - 10.2023
Cashier Team Lead
Tjmaxx
06.2007 - 06.2009
Associate of Arts -
Three Rivers Community College
High School Diploma -
Norwich Free Academy