Monica Saldana
La Vergne,TN
Summary
A communicative and customer service professional with a focus on maintaining customer satisfaction and contributing to company success. Demonstrated ability to manage high volumes of inbound calls and maintain positive relationships with customers. Skilled in utilizing CRM systems, active listening, and multitasking. Dedicated to delivering excellent service and creating positive customer experiences.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Registered Behavior Technician
Proud Moments Therapy
02.2024 - Current
- 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 a safe environment for both staff members and clients alike.
- Managed crisis situations with professionalism, ensuring the safety of all individuals involved while adhering to established protocols.
- Adapted communication methods to meet each client's unique needs, facilitating clearer understanding and cooperation.
- Developed rapport with clients and families, fostering trust and open communication essential to successful treatment outcomes.
Customer Service Representative
everydayfiestas
08.2023 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Transaction Coordinator
Benchmark
01.2020 - Current
- Scheduled inspections and appraisals as needed during the transaction process.
- Resolved post-closing issues promptly after closing date.
- Provided updates to clients throughout the entire transaction process via email or phone calls.
- Handled document preparation tasks such as recording deeds, mortgages, releases of liens.
Spanish Interpreter
Avaza
06.2013 - 11.2015
- Conducted client interviews in Spanish to ensure a thorough understanding of their needs.
- Developed strategies to help clients learn Spanish quickly and effectively.
- Facilitated communication between Spanish speaking individuals and English speaking organizations.
- Interpreted phone conversations between people who spoke different languages fluently.
- Collaborated with healthcare providers to ensure accurate interpretation of medical terminology.
- Discussed translation requirements with clients to determine fees to charge for provided services.
- Identified and resolved conflicts in translation or interpretation of words or concepts.
- Interpreted conference calls and other workplace communications in real-time.
- Provided Spanish-English interpretation services for medical appointments, court hearings, and other legal proceedings.
Cashier
Margarita House
06.2011 - 09.2014
- Greeted guests and provided menus.
- Provided excellent customer service to ensure satisfaction.
- Assisted in training new servers.
- Took orders from customers accurately and in a timely manner.
- Delivered food orders promptly and courteously.
- Processed payments using POS system and accepted cash, credit cards, and checks.
- Maintained a clean work area by wiping down counters, sweeping floors.
- Answered phone calls to assist customers with questions and orders.
- Assisted customers by providing information and resolving complaints.
Nursing Assistant
NHC
08.2012 - 12.2012
- Assisted nurses and physicians with patient care, including bathing, dressing, transferring to beds and wheelchairs, and taking vital signs.
- Performed basic nursing skills such as changing wound dressings and administering enemas.
- Prepared treatment rooms for examinations by stocking them with necessary supplies and ensuring that all equipment was in proper working order.
- Maintained patient records accurately by documenting daily activities and changes in conditions or treatments.
- Assisted patients with their activities of daily living, including eating, grooming, toileting, ambulation, and hygiene.
- Assessed vitals and noted medical information to report changes to nursing staff and physicians.
- Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
- Assisted patients with daily activities under nurse's supervision to provide essential care and emotional support.
- Conducted regular rounds to check on patients' safety and proactively address issues.
- Protected patient, self and others from injury during transfers, lifts and transports by using proper equipment and body mechanics.
- Recorded patient conditions and vital signs before and after medical operations.
- Answered signal lights, bells and requests-for-service to assist patient services fulfillment.
- Documented nursing assessments, treatments and follow-up care to maintain patient safety and optimize workflow.
Education
Certificate - Behavioral Therapy
Relias
12-2024
Certifacte - CNA
Adams Place
06.2012
High School Diploma -
Smyrna High School
Smyrna, TN05.2012
Skills
- Report Generation
- Account Updating
- Product Knowledge
- Paperwork Processing
- Complaint Resolution
- Scheduling
- Inbound and Outbound Calling
- Appointment Scheduling
- Coordination
- Documentation
Languages
Spanish
Native/ Bilingual
Certification
- Nurse Assistant Certification
Education and Training
other,other
Timeline
Registered Behavior Technician
Proud Moments Therapy
02.2024 - Current
Customer Service Representative
everydayfiestas
08.2023 - Current
Transaction Coordinator
Benchmark
01.2020 - Current
Spanish Interpreter
Avaza
06.2013 - 11.2015
Nursing Assistant
NHC
08.2012 - 12.2012
Cashier
Margarita House
06.2011 - 09.2014
High School Diploma -
Smyrna High School
Certificate - Behavioral Therapy
Relias
Certifacte - CNA
Adams Place
Similar Profiles
Rebecca PittsRebecca Pitts
Registered Behavior Technician at Proud Moments TherapyRegistered Behavior Technician at Proud Moments Therapy
Jake KrasovitskyJake Krasovitsky
Behavior Technician at Proud Moments TherapyBehavior Technician at Proud Moments Therapy
Rebecca PittsRebecca Pitts
Registered Behavior Technician at Proud Moments TherapyRegistered Behavior Technician at Proud Moments Therapy
Thy HuaThy Hua
Senior Certified Pharmacy Technician at WalgreensSenior Certified Pharmacy Technician at Walgreens
Michuan ClarkMichuan Clark
Administrative Services Assistant II – Hemp Division at Tennessee Department of AgricultureAdministrative Services Assistant II – Hemp Division at Tennessee Department of Agriculture