Merissa Lembo

Client Services Leadership & Strategy

• Led client services team to enhance customer satisfaction and retention.
• Established departmental goals and objectives aligned with organizational needs.
• Developed policies, procedures, and protocols related to client services.
• Identified opportunities to improve customer service processes and procedures.
• Researched competitive offerings within the marketplace.
• Fostered partnerships with community organizations to expand service offerings and outreach.

Financial & Resource Management

• Oversaw allocation and management of $10M+ in client services funding, ensuring fiscal responsibility and efficient utilization of resources, while maintaining high-quality service delivery.
• Created and managed budgets for travel, training, and team-building activities.

Client Relationship Management

• Managed client relationships to ensure timely communication and issue resolution.
• Made frequent calls and visits to build and strengthen client relationships.
• Attended to daily client service requests and provided ongoing support.
• Followed up on client leads, managed client applications, and onboarded new clients.
• Managed client complaints with professionalism and competence.
• Collaborated with other departments to resolve customer issues quickly and efficiently.
• Aided product development efforts by relaying client feedback to internal teams.

Program & Operational Management

• Coordinated care plans with interdisciplinary teams to effectively meet client needs.
• Analyzed service data to identify trends and improve operational efficiency.
• Monitored project progress and reported results to senior management.
• Reviewed and approved client usage reports to support the accounts receivable billing process.
• Maintained client files, compiled reports, and organized company resources.
• Assisted in risk assessment and mitigation activities and promptly resolved service issues.
• Ensured compliance with applicable laws, regulations, and industry standards.

Talent Management & Staff Development

• Recruited, hired, trained, and supervised staff to support departmental growth and service excellence.
• Managed staff performance reviews and conducted regular feedback sessions.
• Coordinated employee development plans, including continuing education opportunities.
• Crafted and delivered training materials on new services, features, and organizational processes.
• Provided leadership, mentorship, and onboarding support to newly hired employees.
• Mediated employee conflicts and facilitated effective dispute resolution.
• Organized team-building activities to foster collaboration and a positive workplace culture.

• Provided instruction in academic, communication, and social skills to special education students.
• Trained and supervised classroom paraprofessional staff.
• Created and implemented compliant IEPs, progress reports and state-specific special education documentation.
• Implemented behavior management techniques to support classroom learning and promote positive behaviors.
• Adapted lesson plans to accommodate varying learning styles and abilities.
• Adapted curriculum materials as needed to meet individualized student needs.
• Facilitated small group instruction tailored for individual student needs.
• Offered hands-on learning opportunities to develop student self-esteem and life skills.
• Created a safe environment conducive to learning for special education students.
• Conducted assessments to evaluate student performance and progress regularly.
• Collaborated with parents to discuss student progress and strategies.
• Coordinated with specialists to provide additional resources for students.
• Maintained accurate records of student progress towards IEP goals.
• Participated in professional development workshops to improve teaching strategies.

• Lead teacher in a self-contained classroom (grade1-5) for students with Autism and behavior challenges.
• Creating and implementing IEP goals/programming
• Creating individual programs utilizing the DLM Essential Elements
• Administered DLM Alternate Assessment System
• Collecting and graphing behavior data and continued adaptation to BMPs
• Trained and supervised classroom paraprofessional staff
• Collaborate with students, parents, paraprofessionals, therapists, and administrators to enhance student overall independence
• Integrate assistive technology in classroom through use of, SmartBoards, iPad, and visual strategies.
• Created Kinesthetic classroom learning while implementing DLM curriculum

• Lead teacher in a self contained classroom (grade6-8) for students with multiple disabilities.
• Creating and implementing IEPs
• Developed individualized programs utilizing DLM Essential Elements to tailor instruction for each student's unique abilities
• Collaborated with students, parents, paraprofessionals, therapists, and administrators to promote student independence and facilitate integrated learning experiences
• Trained and supervised paraprofessional staff to ensure effective support for diverse learning needs
• Recorded and charted behavior data to adapt behavior management plans.
• Created Kinesthetic classroom learning while implementing DLM curriculum
• Integrate assistive technology in classroom through use of, SmartBoards, iPad application, and visual strategies.
• Develop specialized program of Community Based Instruction that enables students to apply in authentic learning settings
• Administered Alternate Proficiency Assessment (APA) and DLM Alternate Assessment System

• Lead teacher in a self contained classroom (grade3-6) for students with multiple disabilities.
• Developed and implemented individualized education programs (IEPs) tailored to each student's unique needs, fostering academic and social development.
• Collaborate with students, parents, paraprofessionals, therapists, and administrators to enhance students' overall independence
• Trained paraprofessional staff in effective classroom management techniques to enhance student engagement and learning outcomes.
• Implementing ABA teaching strategies including shaping, chaining, discrete trial instruction
• Differentiate and adapt curriculum materials for students enrolled in self-contained setting
• Integrate assistive technology in classroom through use of Proloquo2go iPad application, Picture Exchange Communication System (PECS), visual strategies, streaming videos, and SmartBoard.
• Creating individual programs utilizing the Eden Curriculum
• Develop specialized program of Community Based Instruction that enables students to apply in authentic learning settings
• Recorded and charted student behavior data to inform behavior management plans.
• Administered Alternate Proficiency Assessment to evaluate student progress.

• Independently conducted small group Math instruction
• Worked with students to achieve IEP goals
• Assisted classroom teacher and behaviorist in implementing individual behavior plans
• Prepared and produced instructional materials and modifications to support diverse learning needs
• Implemented Life Skill curriculum
• Facilitated Career Education discussions to deepen students' understanding of career options and pathways
• Observed, recorded, and charted behavior data to inform programming and enhance student performance

• Worked with the student to help achieve the goals of his IEP
• Implemented lesson plan assignments for individual student in alternate setting
• Reinforced learning of materials or skills for individual student
• Identified and enforced techniques to enhance students' productivity during lessons
• Supported teacher/behaviorist in executing individual behavior plans
• Assisted in the supervising of student during off campus events, job shadowing, field trips

• Personal Aide for a classified Autistic Kindergarten student
• Supported individual student in mastering educational materials and skills
• Implemented techniques to enhance student productivity during lessons
• Substitute teacher in grades K-7

• Organized historical data for efficient retrieval and analysis
• Performed data entry for Historical Society database, ensuring accuracy and completeness
• Archived historical references and objects, preserving them for future research