Raquel M.Pelayo
Margaret Oleary
San Jose,CA
1
Certification
15
years of professional experience
Crisis Intervention Specialist skilled in emotional support and active listening. Achieved positive outcomes through effective conflict resolution and maintaining composure under pressure. Management professional with experience in team leadership and operational oversight, delivering results through collaboration and adaptability in dynamic environments.
Work History
Crisis Counselor
1 Year 1 Month- De-escalated distressed callers using active listening, empathy, and evidence-based intervention techniques.
- Assessed suicide risk and developed safety plans during high-acuity crisis interactions.
- Coordinated referrals to community resources, mental health services, and emergency supports.
- Documented confidential case notes, risk indicators, and follow-up recommendations accurately.
- Guided callers through coping strategies to stabilize immediate emotional distress.
- Collaborated with multidisciplinary teams to resolve complex crisis situations and ensure continuity of care.
- Completed 100 hours of volunteer work under supervision at local community center.
Intern/Behavior Technician
5 Months- Studied principles of Applied Behavior Analysis to enhance client treatment. Implemented ABA techniques to support clients based on treatment plans developed collaboratively. Provided in-home support to clients to facilitate engagement and progress toward treatment goals.
- Observed behavior intervention sessions to strengthen applied treatment knowledge.
- Supported client documentation with accurate, timely notes and record updates.
- Communicated effectively with supervisors to clarify priorities and workflow needs.
- Reviewed case information to identify required follow-up actions and updates.
- Prepared program materials and resources for client support activities.
- Acquired hands-on experience in industry practices and applications. working within a specific industry, applying learned concepts directly into relevant work situations.
Assistant Manager
4 Years 5 Months- Led daily store operations, ensuring smooth sales floor coverage and timely opening and closing procedures.
- Coordinated scheduling and task delegation to maintain consistent staffing across peak selling periods.
- Trained associates on client service standards, product knowledge, and POS transaction accuracy.
- Monitored inventory levels, processed replenishment requests, and supported accurate stock organization.
- Resolved customer concerns promptly, preserving service quality and supporting repeat business.
- Maintained visual merchandising standards, aligning product presentation with brand guidelines.
Logistics Specialist
8 Months- Developed efficient routes for drivers to fulfill orders, addressed on-road driver issues, facilitated customer order creation, and supported customer service. Proficient in online POS system and Onfleet.
- Monitored shipment status and resolved delivery exceptions across dispatch and customer service channels to ensure timely deliveries.
- Maintained accurate inventory and order records for incoming and outgoing freight.
- Supported warehouse and driver teams with load planning and dispatch communication.
- Analyzed delivery discrepancies and updated logistics tracking systems to maintain accurate data.
Sales Lead
1 Year 1 Month- Led daily sales floor execution to support customer engagement, conversion, and premium service standards.
- Oversaw small sales team, consistently exceeding store goals and KPIs. Conducted weekly conference calls with multiple stores, coordinating store merchandising and promotions, managing inventory preparation and receipt, addressing customer issues, and maintaining daily updates on store social media. Trained new staff and provided ongoing coaching during shifts to enhance team performance.
- Monitored inventory accuracy and replenishment needs to maintain polished merchandise presentation.
- Supported opening and closing procedures, cash handling, and POS transactions with strong operational control.
Third Key Manager
2 Years- I open and close the store depending on my shift, helped plan floor sets (merchandising and promotions), product transfers, conference calls, organizing, team training, coaching, communication and inference skills were used daily to make my sales team the best it could be. Assisted with store visits, managed scheduling and payroll, and contributed to achieving store goals. Demonstrated versatility by successfully completing a variety of tasks. Here, I was a leader who made sure all tasks and sales goals were accomplished by me or others I was overseeing.
- Resolved customer concerns promptly, preserving service quality and brand loyalty.
- Audited cash handling, transactions, and register balances to reduce discrepancies.
- Participated actively in discussions during regional meetings to share insights. in regional meetings alongside the store manager, discussing best practices and suggesting potential solutions for common challenges faced by stores within the area.
Sales associate
1 Year 7 Months- Ran the registers, helped clients have an amazing shopping experience, ensured proper restocking of returned merchandise, kept the store neat and eye worthy, managed incoming shipments accurately and back of the house, executed pricing adjustments for sales, and Assisted in setting up store displays
- Resolved customer concerns promptly while preserving service quality and brand experience.
- Addressed customer concerns promptly, ensuring high service quality and consistent brand experience.
Volunteer
2 Months- Supported staff by completing various tasks and ensuring clean environments after children's activities.
- Completed 48 hours of service in a supportive capacity. Fulfilled required service hours to assist team operations.
- Communicated updates with staff and volunteers to maintain smooth daily operations.
- Organized supplies, materials, and records to support accurate program delivery.
- Monitored assigned areas and resolved routine issues to keep activities on schedule.
- Maintained clean, neat, and operational facilities to serve program needs.
- Ensured clean and functional facilities to meet program requirements and enhance participant experience.
Education
Bachelor of Arts - Psychology
Associate of Arts - Liberal Arts: Social and behavioral sciences
High School Diploma
Skills
Suicide prevention
Mental health assessment
Behavioral health
Crisis intervention
Empathy building
Crisis communication
Crisis assessment
Decision-making
Crisis stabilization
Risk assessment
Coping strategies
Safety planning
Certification
CPR, Trained at problem-solving medical procedures and techniques designed to provide urgent treatment of life threatening emergencies such as cardiac arrest or stroke.
Timeline
Crisis Counselor
Crisis and Suicide Prevention Lifeline
10.2024 - 11.2025Read More
Assistant Manager
Margaret Oleary
05.2022 - CurrentRead More
Logistics Specialist
Bento Delivery
09.2021 - 05.2022Read More
Sales Lead
Pandora Jewelry
08.2020 - 09.2021Read More
Intern/Behavior Technician
Center for Social Dynamics
01.2019 - 06.2019Read More
Third Key Manager
Fossil
07.2018 - 07.2020Read More
Sales associate
LOFT
11.2016 - 06.2018Read More
Volunteer
Boys and Girls Club of Silicon Valley
03.2012 - 05.2012Read More
Foothill High School
High School Diploma
Read More
San Jose State University
Bachelor of Arts from Psychology
Read More
San Jose City College
Associate of Arts from Liberal Arts: Social and behavioral sciences
Read More