Kessia Amaya
Ogden,UT
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Registered Behavior Technician
Catalyst Behavioral Solutions
02.2024 - 09.2024
- 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.
- Observed, monitored and recorded problem behaviors through accurate behavior-consequence data collection, graphs, and anecdotal notes.
- Prevented instances of maladaptive behavior escalation using de-escalation techniques while maintaining safe environment for both staff members and clients alike.
- Managed crisis situations with professionalism, ensuring safety of all individuals involved while adhering to established protocols.
- Maintained detailed records of client progress, enabling data-driven decision making for intervention adjustments and goal development.
- Assisted Board Certified Behavior Analysts in designing personalized treatment plans tailored to each client''s needs and goals.
Substitute Teacher
Ogden Preparatory Academy
09.2023 - 02.2024
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Developed strong rapport with students through consistent encouragement and support, fostering positive learning atmosphere conducive to academic growth.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
- Maintained day-to-day classroom management and discipline to promote learning initiatives.
DayCare Director/Provider
Fun Day Care
11.2021 - 10.2023
- Ensured safety of children by enforcing strict health and safety guidelines in compliance with state regulations.
- Managed administrative tasks such as record-keeping, billing, and reporting to ensure efficient operation of daycare center.
- Implemented ongoing professional development opportunities for staff members, improving overall quality of care provided at facility.
- Coordinated special events such as holiday parties or field trips that enriched children''s experiences at daycare center.
- Streamlined daycare operations through effective scheduling, staff management, and budget control.
- Maintained cleaned, organized, and welcoming environment for children to feel comfortable exploring their surroundings.
- Organized and engaged in recreational activities such as games and puzzles.
Employment Placement Specialist
IES Custom Staffing
07.2021 - 10.2021
- Reduced time-to-placement by implementing efficient applicant tracking systems and leveraging technology for improved communication between all parties involved.
- Streamlined the job matching process, utilizing advanced candidate profiling techniques and data-driven decision making.
- Analyzed labor market data to identify high-demand occupations and proactively sourced suitable employment opportunities for clients.
- Collaborated effectively within a diverse team of specialists to provide optimal support for candidates at every stage of their career journey.
- Enhanced employer partnerships by conducting regular follow-ups and addressing concerns promptly, ensuring long-term collaborations.
- Increased successful placements by developing strategic relationships with local employers and understanding their hiring needs.
- Developed comprehensive training programs to upskill candidates, increasing their marketability in a competitive job market.
- Evaluated candidate qualifications and matched them with appropriate job opportunities, maximizing placement success rates.
Youth Mentor
Waterfall Caynon Academy
01.2021 - 07.2021
- Provided academic support through tutoring sessions, contributing to improved grades and study habits among mentees.
- Introduced students to positive and creative outlets such as drawing and poetry.
- Developed strong communication skills in youths by providing constructive feedback and regularly engaging them in reflective conversations about their progress.
- Increased youth engagement by incorporating interactive activities and group discussions in mentoring sessions.
- Created workshops for youth to improve communication skills, teamwork and cooperation.
Server
Texas Roadhouse Restaurant
04.2019 - 01.2021
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring dining area was prepared for seamless service transitions.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
Customer Service Representative
Exeter Finance LLC
05.2018 - 02.2019
- 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.
Assistant Store Manager
JCPenney
11.2017 - 08.2018
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Assisted Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Created and maintained safe and secure work environments for employees.
Education
High School Diploma -
Bonneville High School
Ogden, UT05.2017
Skills
- Social Skills Development
- Discrete Trial Training
- Token Economy Systems
- Collaboration with Professionals
- Self-Management Strategies
- Critical Thinking
- Recruitment Management
- Open enrollment coordination
- Problem-solving abilities
- Customer Service
- Problem Resolution
- Customer Relations
- Call center experience
- Microsoft Excel
- Complaint resolution
- Scheduling
Certification
- RBT - Registered Behavior Technician
- CPR
- Food Handlers
Languages
Spanish
Native or Bilingual
Timeline
Registered Behavior Technician
Catalyst Behavioral Solutions
02.2024 - 09.2024
Substitute Teacher
Ogden Preparatory Academy
09.2023 - 02.2024
DayCare Director/Provider
Fun Day Care
11.2021 - 10.2023
Employment Placement Specialist
IES Custom Staffing
07.2021 - 10.2021
Youth Mentor
Waterfall Caynon Academy
01.2021 - 07.2021
Server
Texas Roadhouse Restaurant
04.2019 - 01.2021
Customer Service Representative
Exeter Finance LLC
05.2018 - 02.2019
Assistant Store Manager
JCPenney
11.2017 - 08.2018
High School Diploma -
Bonneville High School
- RBT - Registered Behavior Technician
- CPR
- Food Handlers
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