Laila Merriman
Maitland,FL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Expert in HIPAA-compliant documentation and medication administration, consistently exceeding customer service goals.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Lead Behavioral Technician
Jones Alternative INC
Orlando, FL
09.2023 - Current
- Conducted skill acquisition programs, teaching clients essential life skills to improve overall independence and daily functioning.
- Participated in ongoing professional development to stay current with industry trends and advancements in behavioral therapy techniques.
- Assisted in training new hires on company policies, procedures, and therapeutic approaches to ensure consistent quality of care.
- Evaluated client progress regularly, adjusting treatment plans as necessary to optimize results.
- Maintained accurate client records, documenting progress towards goals and ensuring regulatory compliance.
- Coordinated with supervisors to review case-specific concerns, seeking guidance when needed for optimal outcomes.
- Charted on each patient daily.
- Administered patient medications and tracked dosages.
Direct Support Professional
Federation Of Families
Maitland, FL
03.2023 - 09.2023
- Maintained clean, safe, and well-organized patient environment.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Transported clients to medical and dental appointments to provide support.
- Cooked meals and assisted patients with eating tasks to support healthy nutrition.
Consumer Experince Specilist
Advent Health Orlando
Orlando, FL
01.2020 - 02.2023
- Followed all company policies and procedures to deliver quality work.
- Developed strong client relationships through consistent communication and attentive service.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Interpreted clients' needs and introduced services to fit specific requirements.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Met customer service goals and exceeded customer expectations.
- Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
Education
Associate of Science - Nursing
Rasmussen University
Orlando, FL06.2025
High School Diploma -
Winter Park Highschool
Winter Park, FL05.2018
Skills
- Customer Service
- Time Management
- Flexible and Adaptable
- Collaborative Problem-Solving
- HIPAA Requirements
- Medication Administration
- EMR / EHR
- CPR
Certification
- CMA - Certified Medical Assistant
Timeline
Lead Behavioral Technician
Jones Alternative INC
09.2023 - Current
Direct Support Professional
Federation Of Families
03.2023 - 09.2023
Consumer Experince Specilist
Advent Health Orlando
01.2020 - 02.2023
Associate of Science - Nursing
Rasmussen University
High School Diploma -
Winter Park Highschool