Rolando Zelaya
Norristown,PA
Summary
Compassionate Residential Program Assistant known for high productivity and efficient task completion. Specialize in behavioral support, crisis intervention, and personalized care planning. Excel in communication, empathy, and conflict resolution to enhance resident satisfaction and well-being. Compassionate Residential Program Specialist known for high productivity and efficient task completion. Specialize in client-centered care, crisis intervention strategies, and program development to enhance service delivery. Excel in communication, empathy, and problem-solving skills, ensuring positive outcomes in challenging scenarios. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
15
15
years of professional experience
Work History
Residential Program Assistant
Liberty Ministries
Schwenksville, PA
01.2021 - Current
- Maintained records of each resident's progress in the program.
- Organized, planned and facilitated recreational activities for residents.
- Adhered to professional standards of confidentiality regarding clients' personal information.
- Actively encouraged client participation in educational programs designed to improve life skills.
- Ensured that all medications were administered properly to the appropriate persons at designated times throughout the day.
- Provided one-on-one support to individual residents based on their needs.
- Developed positive relationships with all residents while providing guidance and support.
- Responded promptly to emergency situations within the facility following established protocol.
- Assisted with the implementation of safety protocols and procedures in the residential program.
- Monitored resident's daily activities to ensure compliance with rules and regulations.
- Encouraged healthy lifestyle choices through nutritional education initiatives.
- Built strong and trusting rapport with clients and loved ones.
- Assisted clients with maintaining good personal hygiene.
- Drove clients to doctors' appointments and social outings.
- Organized oral medications for clients following dosage and schedule requirements.
- Maintained cleanliness of clients' environment by cleaning surfaces and washing clothes or dishes.
Residential Program Assistant
Liberty Ministries
Schwenksville, PA
09.2012 - 12.2024
- This is my current employment. Please look at the Experience under Liberty Ministries - Residential Program Assistant for work-related duties.
Prison Lay Counselor
Rosedale International Missions
Columbus , OH
01.2018 - 08.2020
- Assisted clients with goal setting and problem solving strategies.
- Conducted individual counseling sessions with clients to help them overcome emotional difficulties.
- Counseled clients on personal, family and social issues utilizing active listening techniques.
- Educated families on how to support their loved ones who are dealing with mental health issues.
- Developed a network of community resources to refer clients for additional assistance when needed.
- Facilitated group therapy sessions to address topics such as addiction, depression, anger management and self-esteem.
- Organized support groups and one-on-one counseling sessions, depending upon individualized needs.
- Observed young people in counseling sessions to better understand approaches toward healing.
- Provided individual and group counseling to guide clients in areas of social and emotional needs.
- Helped clients find solutions by teaching appropriate intervention techniques.
- Utilized motivational interviewing techniques to encourage client engagement and facilitate behavior change.
- Engaged clients in goal-setting and action planning to promote personal growth and positive life changes.
- Led support groups for specific client populations, such as those with addiction, grief, or chronic illness.
- Advocated for clients' needs within their families, workplaces, and educational institutions.
- Acted as client advocate to resolve emergency problems in crisis situations.
- Collaborated with healthcare providers, social workers, and educational professionals to coordinate client care.
- Spread faith through various evangelistic means, including preaching, Bible readings and group activities.
- Led worship services to share faith with congregants and community.
- Supported people going through difficult times by offering counseling, supplies and housing.
Customer Service Representative
Wegmans
Collegeville, PA
01.2010 - 10.2012
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Implemented innovative methods for streamlining the customer service process.
- Developed positive relationships with customers through friendly interactions.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Answered customer inquiries via phone, email, and chat.
- Developed strong relationships with customers by providing personalized assistance and support.
- Resolved customer complaints promptly and efficiently.
- Maintained a high level of professionalism when dealing with difficult customers.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided exceptional customer service to ensure customer satisfaction.
- Identified opportunities for upselling additional products or services based on customer needs.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Developed strong customer relationships to encourage repeat business.
- Used approved scripts to de-escalate angry customers during telephone interactions.
Education
Master of Arts - Pastoral Counseling in Addictions And Recovery
Liberty University
Lynchburg, VA12-2024
Bachelor of Science - Business Administration And Inter. Management
Liberty University
Lynchburg, VA07-2015
Associate of Science - Business Administration
Montgomery County Community College
Blue Bell, PA10-2008
Skills
- Educational assistance
- Meal Preparation
- Adaptive equipment use
- Positive Reinforcement
- Client Advocacy
- Mental Health Support
- Clear Communication
- Decision-Making
- Progress Tracking
- Client satisfaction
- Attentive to People
- Medication Management
- Time management abilities
- Excellent Communication
- Problem Identification
- Effective Communication
- Problem-Solving
- Relationship Building
- Goal Setting
- Supportive Personality
- Analytical Thinking
- Professional Demeanor
- Active Listening
- Interpersonal Communication
- Professionalism
- Critical Thinking
- Organizational Skills
Affiliations
- I am musically talented (sing and play guitar)
- I am a great physical condition due to regular excercise and a balanced diet
Languages
Spanish
Native/ Bilingual
German
Limited
Accomplishments
- During my three years at Wegmans as Customer Service Rep I excelled in the duties assigned to me. As a result, I earned a Wegmans Advancing Education Scholarship during those years.
References
References available upon request.
Timeline
Residential Program Assistant
Liberty Ministries
01.2021 - Current
Prison Lay Counselor
Rosedale International Missions
01.2018 - 08.2020
Residential Program Assistant
Liberty Ministries
09.2012 - 12.2024
Customer Service Representative
Wegmans
01.2010 - 10.2012
Master of Arts - Pastoral Counseling in Addictions And Recovery
Liberty University
Bachelor of Science - Business Administration And Inter. Management
Liberty University
Associate of Science - Business Administration
Montgomery County Community College
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