ROSA L. CASTILLO JUAREZ
Austin,TX
Summary
Committed to maintaining high standards of professionalism and problem-solving in fast-paced environments. Hardworking and reliable. Focused on going above and beyond to support team and serve customers. Trained in Customer Service. Motivated to continue to learn and grow.
Overview
8
8
years of professional experience
Work History
Registered Behavior Technician
Training Wheels ABA
12.2024 - Current
- Ensured compliance with healthcare regulations, privacy laws, and institutional policies.
- Utilized crisis intervention techniques to de-escalate potentially volatile situations safely.
- Conducted routine safety checks to ensure a secure environment for both patients and staff.
- Observed and documented behaviors and conditions of patients under care.
- Intervened immediately in client behavior that could result in injuries or damage property.
- Participated in fieldwork, including data collection.
- Experience with kids from 2-8
- Conducted ongoing assessments to track behavioral improvements and adjust interventions accordingly.
- Collaborated with multidisciplinary teams to optimize therapy strategies for diverse client needs.
- Trained and mentored new staff on best practices in Applied Behavior Analysis techniques.
- Analyzed data trends to inform decision-making and refine therapeutic approaches for clients.
- Promoted positive behavior change by utilizing reinforcement strategies, token economies, and behavior contracts.
- Observed, monitored and recorded problem behaviors through accurate behavior-consequence data collection, graphs, and anecdotal notes.
Assistant Manager
SIS Insurance Services
11.2021 - 12.2024
- Explained important information such interests payments and insurance requirements.
- Assisted patients with completing insurance paperwork and submitted documentation to obtain payment for services.
- Assisted customers with phone and email requests for assistance, including policy changes and certificates of insurance.
- Handled billing and coding for insurance purposes accurately.
- Checked in patients for appointments by verifying insurance and outstanding balances.
- Resolved billing issues promptly.
- Trained employees on company policies and safety measures.
- Coordinated training programs for new employees, fostering skill development and retention.
- Managed client accounts, ensuring compliance with insurance policies and regulations.
- Mentored junior staff, providing guidance on best practices in client relationship management.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Manager
Wendy's
01.2019 - 11.2021
- Enforced adherence to operational guidelines, brand standards, and service expectations.
- Coached and mentored employees through technical challenges.
- Completed daily opening, and closing tasks for smooth business operations.
- Led team to achieve operational efficiency through streamlined workflows and effective communication.
- Implemented training programs that enhanced staff performance and customer service skills.
- Oversaw compliance with health and safety regulations, ensuring a safe working environment for staff and customers.
- Managed and motivated employees to be productive and engaged in work.
- Improved safety procedures to create safe working conditions for workers.
Busser
Don Mario's
01.2018 - 01.2019
- Removed dishes and soiled utensils throughout customer meals to keep tables clean and tidy.
- Kept dining rooms and kitchen area clean and waste-free during shift.
- Sanitized and cleared tables to prepare dining rooms for incoming customers.
- Maintained cleanliness and organization of dining area to enhance guest experience.
- Assisted servers with table setup and breakdown, ensuring efficient service flow.
- Collaborated with kitchen staff to expedite food delivery and improve turnaround times.
- Monitored inventory levels of tableware, linens, and cleaning supplies for optimal operations.
- Trained new bussers on restaurant standards for cleanliness and customer service excellence.
Education
High School Diploma -
Lake Travis High School
Austin, TX05.2019
Skills
- Customer Service
- Data entry
- Computer proficiency
- Complaint resolution
- Client relations
- Safety procedures
- Professionalism
- Employee training
- Registered behavior technician (RBT)
- Problem-solving
- Multitasking Abilities
- Observation Skills
- Active listening
- Complaint handling
- Payment processing
- Customer satisfaction measurement
- Data collection
- Live chat support
LANGUAGES
Spanish
English
Bilingual
Timeline
Registered Behavior Technician
Training Wheels ABA
12.2024 - Current
Assistant Manager
SIS Insurance Services
11.2021 - 12.2024
Manager
Wendy's
01.2019 - 11.2021
Busser
Don Mario's
01.2018 - 01.2019
High School Diploma -
Lake Travis High School