Malika Offord
Alabaster,AL
Summary
Compassionate, emerging healthcare professional with seven years customer service experience, positioned to offer excellent care to patients and contribute to the needs of the healthcare environment. Excellent interpersonal skills with a proven ability to build strong, positive relations. Compassionate Registered Behavior Technician recognized for high productivity and efficient completion of tasks. Skilled in behavior modification, data collection, and development of treatment plans. Excel in communication, empathy, and patience, ensuring effective interaction with clients and teams. Committed to improving client outcomes through tailored behavioral interventions and continuous learning.
Overview
8
8
years of professional experience
Work History
RBT/DPS
Glenwood Inc.
Birmingham, AL
08.2024 - Current
- Provided 1, 1 intervention for clients with autism spectrum disorder, following the specific guidelines of their individualized behavior plans.
- Monitored and documented client progress using data collection systems such as ABC charts, frequency counts, and latency measures.
- Assisted in developing positive behavior support plans to promote desired behaviors and decrease problem behaviors.
- Implemented interventions outlined in behavior plans with precision and accuracy.
- Collaborated with other professionals including BCBAs, teachers, speech-language pathologists, occupational therapists to ensure best practices are being implemented for each client.
- Maintained accurate records of data collected during sessions and wrote detailed reports regarding client's progress.
- Provided verbal prompts, physical guidance, or visual cues as needed to facilitate learning opportunities for clients.
- Observed clients throughout sessions to identify potential triggers of problem behaviors or areas needing improvement.
- Conducted training sessions for caregivers on effective implementation of behavioral strategies at home.
- Provided crisis intervention services when needed.
- Communicated effectively with families about their child's progress in therapy sessions.
- Encouraged patients to develop interpersonal skills and engage in social interactions or other therapeutic activities.
- Collaborated with doctors, psychologists or therapists in working with patient treatments.
- Recorded patients' health metrics using thermometers or blood pressure gauges.
- Provided psychiatric or personal care to emotionally disturbed or cognitively impaired patients.
- Accompanied patients to medical and counseling appointments.
- Conducted intake interviews with new patients to complete forms, assess mental health condition or obtain treatment history.
- Assisted psychiatrists in working with patients to rehabilitate for community reintegration.
- Issued medications from clinic dispensary and kept records using specified procedures.
- Administered oral medications following physician's prescriptions and instructions.
- Conducted hypodermic injections following hospital procedures.
Customer Service Representative
Wells Fargo
09.2022 - 08.2024
- Provides financial services to consumers by handling and processing data for their credit card accounts
- Assist customers with credit card payments, sending out replacement cards and verifying transactions
- Supports customers and seeks ways to improve inquiries or issues from customers with empathy regarding financial products and services through a variety of channels such as phone, text, chat, video chat and other lines of communication to provide first-call resolution in a fast-paced, high-volume environment
- Acting as liaison between client and bank operations, sales officers, vendors and relationship managers
- Performs routing tasks such as answering inquiries, resolving problems and providing a best-in-class customer experience while adhering to work guidelines, policies, and regulations while navigating multiple computer systems
- Escalate questions and issues
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Personal Shopper
Walmart
01.2020 - 01.2021
- Exhibited excellent customer service by filling online orders for customers and delivered them to their homes
Cashier
Chick-Fil-A
01.2017 - 01.2020
- Exhibited excellent customer service by greeting guests, taking their orders and processing payments
Education
AD - NEURO PHYCHOLOGY, MINOR SOCIOLOGY
Jefferson State Community College
05.2025
ASN - NURSING
Martinsburg College
01.2022
Skills
- Exceptional customer service
- Excellent verbal and written communication skills
- Ability to give compassionate and empathetic care
- Critical thinking
- Leadership ability
- Detail oriented
- Multi-tasking
- Medical Terminology
- PC applications
- Software
- Databases
- Data Collection
- Social Skills Development
- Data collection and analysis
- Behavioral assessment
- Needs Assessment
- Patient Counseling
- Behavior Observation
- Critical Thinking
- Coordinating Care
- Problem-solving aptitude
- Medical Records Requests
- Relationship Building
- De-Escalation Techniques
- Crisis Management
- Heartsaver First Aid (First Aid)
- Registered Behavior Technician (RBT)
- First Aid/CPR
- Effective Communication
- Psychological Therapy Treatments
- Registered Behavior Technician
- Mental Health Assessment
- Substance abuse treatment
- Treatment Planning
- Nutrition planning
Timeline
RBT/DPS
Glenwood Inc.
08.2024 - Current
Customer Service Representative
Wells Fargo
09.2022 - 08.2024
Personal Shopper
Walmart
01.2020 - 01.2021
Cashier
Chick-Fil-A
01.2017 - 01.2020
AD - NEURO PHYCHOLOGY, MINOR SOCIOLOGY
Jefferson State Community College
ASN - NURSING
Martinsburg College