Katina Wiggins
Summary
Dedicated Behavior Tech with a proven track record of fostering positive student relationships through patience and empathy. Skilled in providing academic support and behavior management strategies to create a conducive learning environment. Proficient in active listening and communication, with a strong focus on promoting student well-being and academic success. Dedicated individual with a passion for helping students achieve success in and out of the classroom. Experience working with students of all ages in a variety of educational settings. Skilled at behavior management, classroom organization, instruction, and meeting the individual needs of each student. Committed to fostering a safe, positive learning environment for all students. Seasoned professional with experience in a school setting. Strong passion for supporting students in achieving their academic and personal goals. Possesses excellent communication and knowledge skills.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Behavior Technician
GHR HealthCare
08.2024 - Current
- Demonstrated patience, compassion, and empathy in various situations
- Developed and maintained positive relationships with students, promoting positive attitude toward learning
- Provided positive and nurturing support while attending to students' physical, personal, and emotional needs
- Developed positive relationships with students through encouragement, guidance, and reinforcement of appropriate behaviors
- Worked one-on-one with students to reinforce learning of materials
- Assisted students with general homework and class assignments
- Led small group and individual instructional sessions
- Supervised students on school grounds and on field trips
- Provided classroom support to teachers, including organizing materials, grading papers, and preparing instructional activities
- Checked on student behavior in the classroom and during lunch periods
- Provided behavior management strategies in order to create an environment conducive to learning for all students
- Supervised students during cooling-off time, monitoring behavior
- Utilized effective communication skills to collaborate with teachers, administrators, parents and staff
- Promoted positive learning environment, making learning fun and helping children feel safe
- Provided emotional support for students who may have experienced difficulties both inside and outside of school
CUSTOMER SERVICE REPRESENTATIVE
Hampton Inn & Suites By Hilton
07.2024 - Current
- Greet guest upon arrival
- Make reservations
- Take incoming calls
- Assist with complaints
- Take credit card payments
- Check guest in / out
- Keep my work area clean
ADMINISTRATIVE ASSISTANT
Georgia Department Of Human Resources
04.2021 - Current
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
- Managed payroll processing and benefits to compensate employees for service rendered
- Corresponded with clients through email, telephone, or postal mail
- Briefed job applicants regarding responsibilities, benefits and schedules to provide information regarding job specifications and logistics
- Enhanced office efficiency by streamlining administrative processes and implementing organizational systems
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents
- Ensured accurate record-keeping with diligent data entry and database management for vital company information
- Facilitated collaboration within the team by organizing regular meetings, maintaining meeting minutes, and tracking project progress
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team
- Managed expense reports for executive staff members, ensuring accurate documentation of spending for budgeting purposes
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues
- Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions
- Scheduled office meetings and client appointments for staff teams
- Sorted and distributed office mail and recorded incoming shipments for corporate records
- Processed customer orders accurately and within agreed timeframes to meet service standards
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy
- Opened and properly distributed incoming mail to promote quicker response to client inquiries
Busdriver/ Behavioral Tech
Atlanta Public Schools
04.2015 - Current
- Reported any incidents that occurred during route travel to management personnel immediately
- Greeted customers in a friendly manner when boarding the bus
- Provided courteous customer service while answering questions regarding routes and schedules
- Verified that all passengers were seated before operating the bus
- Responded quickly and calmly in emergency situations such as accidents or medical emergencies
- Monitored traffic conditions along assigned routes in order to plan alternate routes if necessary
- Inspected vehicles prior to each shift for mechanical defects or malfunctions
- Maintained order among passengers during trip by enforcing rules of conduct
- Reported any mechanical or operational issues to maintenance staff promptly
- Maintained daily logs of vehicle inspections, trips, hours worked and other pertinent information
- Communicated effectively with dispatch staff via two way radio regarding delays, detours
- Operated wheelchair lifts as needed to assist passengers with special needs onto the bus safely
- Followed designated routes according to timetables while obeying speed limits at all times
- Provided one-on-one support to clients with autism spectrum disorders, addressing unique behavioral needs.
- Implemented crisis intervention strategies when necessary to maintain a safe environment for both staff and clients alike during high-stress situations.
- Enhanced client progress by implementing individualized behavior intervention plans.
- Promoted positive behaviors by reinforcing desired actions and effectively addressing challenging issues.
- Assisted in data collection and analysis, contributing to the ongoing evaluation of client progress.
- Developed and implemented reinforcement systems to encourage positive behaviors.
- Maintained detailed records of client behaviors and interventions, ensuring accurate tracking of progress over time.
- Adapted therapy materials as needed to meet the unique needs of each individual client, ensuring optimal engagement during sessions.
- Worked as part of collaborative team to address changing needs of children and families.
- Developed strong rapport with clients and their families, fostering trust and open communication throughout the therapeutic process.
- Observed, monitored and recorded problem behaviors through accurate behavior-consequence data collection, graphs, and anecdotal notes.
CUSTOMER SERVICE MANAGER (CALL CENTER)
TRA Collection's Agency
10.2007 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies
- Increased team productivity by providing ongoing training and support to customer service representatives
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques
- Reduced customer complaints, proactively addressing issues and implementing effective solutions
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided
- Took ownership of customer issues and followed problems through to resolution
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
- Followed through with client requests to resolve problems
- Kept accurate records to document customer service actions and discussions
- Established team priorities, maintained schedules and monitored performance
- Evaluated employee performance and conveyed constructive feedback to improve skills
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs
- Set aggressive targets for employees to drive company success and strengthen motivation
CUSTOMER SERVICE REPRESENTATIVE
Hilton
09.2021 - 06.2024
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction
- Took reservations over phone and through email, recording guest information in computer system and verifying details
- Collaborated with team members to handle guest requirements from check-in through check-out
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- 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
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues
- Developed strong product knowledge to provide informed recommendations based on individual customer needs
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Answered constant flow of customer calls with minimal wait times
- Updated account information to maintain customer records
- Responded proactively and positively to rapid change
- Streamlined call center processes for improved efficiency and reduced wait times
BUS DRIVER/ Paraprofessional
Guilford County Schools
10.1992 - 06.2014
- Completed pre- and post-trip bus inspections for safe passenger transportation
- Assisted passengers with disabilities and other physical issues in boarding and exiting bus to promote passenger safety
- Performed bus driving duties while keeping student safety in mind to maintain good safety record
- Adhered to scheduled routes and accomplished timely drop-offs and pick-ups to comply with preset route criteria
- Maintained daily logs of vehicle inspections, trips, hours worked and other pertinent information
- Responded quickly and calmly in emergency situations such as accidents or medical emergencies
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Improved classroom management by assisting teachers with behavioral interventions and monitoring student progress.
- Supervised students during non-instructional periods such as lunch, recess, or field trips, ensuring safety at all times.
- Fostered a positive learning environment by establishing strong rapport with students, parents, and faculty members.
- Enhanced student support by delivering one-on-one and small group assistance in various subjects.
- Supported special education teachers in implementing accommodations and modifications for students with diverse learning needs.
Education
CERTIFICATION IN EARLY CHILDHOOD EDUCATION -
Atlanta Technical College
Atlanta, GA12.2020
BACHELOR Elementary Education -
Greensboro College
Greensboro, NC05.2000
Skills
- Active listening
- Data collection
- Documentation skills
- Behavioral management
- Social skills development
- Positive reinforcement
- Behavior treatment plans
- Skill development
- Behavior management
- Teaching play and leisure skills
- Crisis management and prevention
- Case management
- Social skill development
Certification
- CPR
- First Aid
- Blood-borne Pathogen
Timeline
Behavior Technician
GHR HealthCare
08.2024 - Current
CUSTOMER SERVICE REPRESENTATIVE
Hampton Inn & Suites By Hilton
07.2024 - Current
CUSTOMER SERVICE REPRESENTATIVE
Hilton
09.2021 - 06.2024
ADMINISTRATIVE ASSISTANT
Georgia Department Of Human Resources
04.2021 - Current
Busdriver/ Behavioral Tech
Atlanta Public Schools
04.2015 - Current
CUSTOMER SERVICE MANAGER (CALL CENTER)
TRA Collection's Agency
10.2007 - Current
BUS DRIVER/ Paraprofessional
Guilford County Schools
10.1992 - 06.2014
CERTIFICATION IN EARLY CHILDHOOD EDUCATION -
Atlanta Technical College
BACHELOR Elementary Education -
Greensboro College
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