Micaela Ontiveros
Ventura,CA
Summary
Dedicated professional with strong skills in applied behavior analysis and client rapport building. Experienced in implementing individualized behavior plans, ensuring compliance with treatment protocols, and enhancing client satisfaction through effective communication and teamwork.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Registered Behavior Technician
ABSkids
2421 Portola Rd Ventura Ca 93003
09.2024 - Current
- Implemented individualized behavior intervention plans to promote skill development in clients.
- Collaborated with interdisciplinary teams to assess client progress and adjust treatment strategies.
- Documented behavioral data accurately to ensure compliance with treatment protocols and reporting standards.
- Assisted in training new staff on applied behavior analysis techniques and workplace procedures.
- Maintained a safe and supportive environment for clients during therapy sessions.
- Engaged clients using positive reinforcement techniques to enhance learning experiences.
- Monitored client responses to interventions, providing feedback for continuous improvement of care plans.
- Developed strong rapport with clients, fostering trust and encouraging participation in therapeutic activities.
- Promoted positive behavior change by utilizing reinforcement strategies, token economies, and behavior contracts.
Customer Service Reservation Agent
Executive Limousine And Coach
2550 Eastman Ave #6 Ventura CA 93003
06.2023 - 08.2024
- Managed customer inquiries regarding reservations and services, ensuring accurate information delivery.
- Processed booking modifications and cancellations efficiently to enhance client satisfaction.
- Utilized reservation software to maintain up-to-date records of customer interactions and preferences.
- Coordinated transportation logistics for clients, optimizing schedules for timely service delivery.
- Resolved customer complaints with professionalism, fostering trust and loyalty among clients.
- Collaborated with drivers to ensure seamless communication during client pickups and drop-offs.
- Enhanced customer satisfaction by efficiently handling reservation inquiries and providing accurate information.
Customer Service Representative
Pleasant Holidays LLC
2404 Townsgate Rd Westlake Village Ca 91361
02.2020 - 02.2023
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Airline Pricing Agent
Pleasant Holidays and Journese, Curators of Fine Travel
2404 Townsgate Rd Westlake Village Ca 91361
12.2015 - 02.2020
- Collaborated with vendors to negotiate competitive rates and exclusive offers for clients.
- Streamlined booking processes using advanced reservation systems to improve efficiency.
- Streamlined internal processes for improved efficiency and productivity within the agency.
- Collected, arranged, and input information into database system.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Gathered, organized and input information into digital database.
- Generated reports detailing findings and recommendations.
- Used Apollo system to create PNR's Ticket Pnr's process Ticket Exchanges, issue MCO's and do Name corrections in PNR's and provide seat assignments.
- Input Pricing and contracts in Atlas System so Reservations and Customer Service Departments could pull updated pricing and availability in the booking system.
Customer Service Representative
Pleasant Holidays LLC
2404 Townsgate Rd Westlake Village Ca 91361
12.2013 - 12.2015
- Delivered exceptional customer support through phone and email communications, resolving inquiries efficiently.
- Facilitated booking processes for travel arrangements, ensuring accuracy and timely confirmations.
- Collaborated with team members to streamline workflows, improving service delivery times.
- Provided training and mentorship to new staff on company policies and customer service protocols.
- Managed escalated customer concerns, applying conflict resolution techniques to achieve positive outcomes.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- 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.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Improved resolution time with effective problem-solving for customer complaints.
Reservations Agent
Pleasant Holidays and Journese, Curators of Fine Travel
2404 Townsgate Rd Westlake Village Ca 91361
10.2013 - 12.2013
- Managed customer inquiries through multiple communication channels, ensuring timely and accurate responses.
- Processed reservations utilizing Atlas system, enhancing booking efficiency and customer satisfaction.
- Collaborated with sales teams to promote special offers, increasing overall business revenue opportunities.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Coordinated with travel suppliers to secure optimal pricing and availability for clients.
- Developed personalized travel itineraries based on client preferences and budget constraints.
- Resolved booking discrepancies, maintaining high standards of service quality and accuracy.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Boosted revenue with upselling additional services such as room upgrades, meal plans, and special event bookings.
- Handled billing information over phone.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Collaborated with team members to streamline reservation processes, ensuring a seamless guest experience from booking to checkout.
- Provided personalized assistance for guests with specific needs or requests, fostering positive relationships and repeat business.
- Maintained high levels of efficiency by managing multiple phone lines and email correspondence for reservation requests and adjustments.
- Provided customers with information about availability and pricing.
- Maintained awareness of types of rooms available in different resort locations.
- Coordinated with transportation and accommodation providers to manage bookings during peak seasons without overbooking.
- Streamlined communication between departments, ensuring that all special requests were handled efficiently.
- Provided personalized travel and accommodation recommendations to meet diverse client needs, improving customer satisfaction.
- Updated reservation records with high accuracy, maintaining integrity of booking information.
- Facilitated group reservations by coordinating with multiple service providers, ensuring seamless experiences for large parties.
- Managed high-volume call flows daily, ensuring efficient reservation handling and customer service.
Education
No Degree - General Studies
Oxnard College
4000 S Rose Ave Oxnard CA 93033High School Diploma -
Oxnard Union Highschool
3400 W Gonzales Rd Oxnard Ca 9303606-2009
No Degree - General Studies
Ventura College
4667 Telegraph Rd Ventura CA 93003Skills
- Registered behavior technician (RBT)
- Crisis management
- Crisis intervention
- Heartsaver CPR AED
- Attention to detail
- Time management
- Problem-solving
- Teamwork and collaboration
- Trauma-informed care
- Behavioral support
Certification
- RBT - Registered Behavior Technician
- CPR Certification
- CPI Certification
Timeline
Registered Behavior Technician
ABSkids
09.2024 - Current
Customer Service Reservation Agent
Executive Limousine And Coach
06.2023 - 08.2024
Customer Service Representative
Pleasant Holidays LLC
02.2020 - 02.2023
Airline Pricing Agent
Pleasant Holidays and Journese, Curators of Fine Travel
12.2015 - 02.2020
Customer Service Representative
Pleasant Holidays LLC
12.2013 - 12.2015
Reservations Agent
Pleasant Holidays and Journese, Curators of Fine Travel
10.2013 - 12.2013
No Degree - General Studies
Oxnard College
High School Diploma -
Oxnard Union Highschool
No Degree - General Studies
Ventura College
Employment History Gaps
Between February 2023 and June 2023 I took time to help my grandparents. My Grandmother was dying and passed away in March 2023. Helped assisted with my grandfather during the aftermath. When I was ready to go back to full time work found a job that was closer to where me and my family lived so I could still help my grandfather as needed before he moved.
In December 2023, I was hospitalized and diagnosed with MS. I was unable to return to work until August 2024. When I tried to go back to work my employer advised I needed to provide a Dr's note allowing me to return to work. I had provided a note but was advised it needed specific wording and they couldn't accept what I provided. I returned with a Dr's note with the wording they wanted. Later the owners tried ghosting me. I tried following up about what my start date to return to work would be. I showed up in person asking if the owners would be in later that day. Their daughter advised her parents were not going to be in the office that day. I asked the daughter when her mother would be in the office. She told me her mother would be in on that following Friday. I told her to let her mother know I would see her on Friday. Shortly after, I received a phone call from my former boss. They advised that they had lost their biggest contract and could no longer take me back after my medical leave and was advised they felt it was in my best interest to file for long term disability due to my MS diagnosis. I immediate started to search for a new Job and applied to ABS kids in hopes to start a new fufilling career where I could make a positive difference in my community and the lives of autistic children and their families.
References
Kristen Cervantes
Land Operations Agent
Pleasant Holidays
805-424-7100
kristen.lopez@pleasant.net
Tessia Potuzak
Scheduler
EasterSeals Southern California
805-258-9040
tessia,potuzak@essc.org