Samantha Lacayo
Teaneck,NJ
Summary
Dynamic professional with a proven track record at Compass ABA Therapy, adept in ABA techniques and advanced analytical skills. Excelled in fostering interpersonal relationships and significantly improved client satisfaction by 20%. Expertise in CRM systems like Salesforce, ensuring meticulous case management and operational efficiency.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Behavior Technician
Compass ABA Therapy
Edgewater, United States
06.2023 - Current
- Working closely with a Board Certified Behavior Analyst (BCBA) to collaboratively develop a treatment plan contingent upon analytical measures and observations
- Provide ABA therapy to a client under the BCBA's guidance in applying their treatment plan
- Meet daily with the client and establish an activity routine to implement a home schedule
- Development progress regarding target concerns being made as soon as one week; Working closely with the client and seeing results
- Provided support in a daycare center daily, to assist client with ADLs, social skills, and continuous improvement towards developmental skills
Paraprofessional Aide
The Stepping Stone Group
North Bergen, United States
09.2023 - 01.2024
- Apply positive reinforcement to redirect negative behaviors
- Supported students throughout academic instruction and assignments; Observed students to help teachers identify potential learning blocks and opportunities for support
- Offered students personalized educational, behavioral and emotional support; Supplied one-on-one attention to each student during group activities
- Assisted with implementation of student's individualized IEP at discretion and direction of teachers and administrators
- Customized small group and individual classroom activities based on differentiated learning needs
- Planned and led activities to develop students' physical, emotional and social growth; Taught daily life skills and behaviors to students to build practical knowledge
- Supervised students in classrooms, halls, cafeterias, gymnasiums and field trips
Customer Service Specialist
ERNO LASZLO
United States
05.2023 - 07.2023
- Collaborated closely with the operations team in proper resolution techniques, offering superior service for routine escalations and inquiries; Aiming to completely resolve client needs on a first-call basis for an average 20% increase in satisfaction
- Implemented new company platform initiatives via SaaS/CRM technologies to improve client service; Updating client accounts, adjusting and placing orders, and searching reward points via Yotbo
- Converted 60% of phone inquiries into sales by seizing opportunities to upsell and increase product knowledge, ultimately contributing to 30% of phone sales
- Earnestly listen and cooperate with clients to curate skin routines derived from precise detail and information acquired through chat, email, or phone call intercommunication
- Personally reviewing complimentary products provided by the company to deliver genuine and authentic recommendations and assistance
- Capitalized on the low volume of traffic to maximize quality experience and support
Client Service Adviser
GUCCI
Jersey City, United States
08.2022 - 02.2023
- Provided exceptional luxury client support with excellent telecommunication skills; Screened and processed a high volume of calls and emails daily with call management system and web-based communications resulting in maximizing online sales and a retained client base; Assisted a collective average of 250+ calls and emails weekly
- Generated sales revenue of over $10,000 weekly by hitting and exceeding daily target of $2,500, resulting in an average sales revenue of $50,000 monthly
- Meticulously managed client cases ensuring relevant administration is completed and distributed appropriately to provide SL informational support regarding eCommerce products, stock availability, order inquiries- returns, exchanges and shipping information; Documented customer correspondence in CRM to track requests, problems and solutions
- Operated as a liaison for clients and cross-collaborated with other Gucci partners, including boutique store associates in assistance to managing customer cases and contribute towards the efficiency of CSM which played a key role in achieving the service level targets
- Knowledgeable in company policies and procedures including After Sales procedures and repair case management; Supported After Sales department as needed: Logging in repairs, contacting clients, maintaining active records
- Rendered exemplary passion and understanding of the brand history and mission by staying updated with relevant brand information including but not limited to Gucci products, brand storytelling, social responsibility, services, promotions and marketing trends
- Cultivated relationships and offered special, dedicated and curated service to Very Important Gucci clients (VIG) actively contributing to increased sales revenue, and handled escalated client service concerns thoroughly to preserve client satisfaction and maintain long-term business relationships
- Coordinated with department team via on-site office meetings or Microsoft Teams, to formulate and exceed collective and individual KPI and QPI goals; Collaborated with team management reviewing CRR and ARPC in relation to GDP growth
- Pursued networking opportunities to advance client relationships and enhance brand loyalty customer satisfaction through calls and emails to proactively resolve issues and maintain satisfaction; And developed customized sales techniques to successfully sell and upsell products to new and existing clients
- Provided additional client-requested information including; Store locations and directions, store product-categories, store hours, and product/material samples
- Attended daily department team meetings and submitted EOD reports
Showroom Coordinator
Mamiye Brothers
Fashion District, United States
07.2022 - 08.2022
- Provided administrative support to the showroom - President, Sales and Design teams; Maintained the seasonal line sheet content and imagery, liaising with development and production teams to ensure accuracy
- Managed setup of the showroom and handled the incoming samples which includes hanging garments, visually merchandising, and steaming them for presentation; Managed samples for market preparation, wholesale and press requests, in-house photoshoots, special events, etc
- Prepared couriers with samples and documents for the overseas factories
- Upheld an exemplary level of cleanliness, organization and aesthetics in the showroom
Internal Sales Assistant
Loro Piana
Rutherford, United States
06.2022 - 07.2022
- Conducted timely and accurate inventory counts to maintain current supply records and facilitate smooth processing
- Packed and labeled merchandise to prepare for loading and shipment to customers
- Examined shipment contents and compared with manifests, invoices, or orders to verify accuracy
Partner Teacher
NYC Teaching Collaborative
Bronx, United States
10.2021 - 06.2022
- Collaborated with multidisciplinary teams, teachers, and school administration to develop specially designed and/or supplemental instruction to support the participation of the student with a disability in the general education classroom
- Built relationships with students across diverse backgrounds, identified ideal teaching approach based on cultural and emotional needs, and provided proficient instruction in compliance with treatment plans
- Addressed the areas of deficit that have been identified for that student and strengthen the student's cognitive skills
- Collaboratively consulted between the special education teacher and the general education teacher to focus on adjusting the learning environment and/or modifying and adapting instructional techniques
- Six-month program devoted to cultivating committed individuals to become effective teachers who dedicate themselves to raising student achievement and effecting change in New York City's highest-need schools
- Participants work as Partner Teachers in high-need NYC public school classrooms during the school day under the guidance of a Collaborative Coach, who is an experienced teacher
- Partner Teachers also receive weekly training from a general educator and program staff, on key strategies for working with students in high-need school communities
- PT's will be informed of their progress and evaluated throughout their training and must demonstrate effectiveness in the classroom before teaching full time
- Participants receive a stipend during training
Sales Team Leader
Half Moon Firm
Union, United States
12.2021 - 04.2022
- D2D Sales providing clients with optimal service and incentives
- Reached Corporate trainer/Team Leader within two months of demonstrating high selling and marketing skills
- Offered training and support to keep team members motivated and working toward objectives
- Maintained positive working relationship with fellow staff and management
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes
- Tracked project schedules and encouraged teams to complete tasks on time while staying on budget
- Organized meetings to provide project updates
Sales Associate
Schutz USA
New York, United States
10.2021 - 12.2021
- Greeting and upselling to customers in a high volume boutique
- Generated average sales revenue of $10,000 weekly, assisting sales team to meet daily/weekly quotas
- Advised clients of product knowledge and assisted with best item selections, based on gained knowledge from active listening
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices
- Adhered to company initiatives and achieved established goals
Client Service Adviser
Tory Burch
07.2021 - 09.2021
- Answered, screened and processed high volume of calls and chats daily with call management system and web-based communications
- Updated customer accounts, addresses and contact information within call management databases
- Collaborated with management to succeed KPI and QPI goals
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships
- Developed customized sales techniques to successfully sell and upsell products to new and existing clients
- Coordinated with team management reviewing CRR ARPC in relation to overall GDP revenue growth
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices
- Documented customer correspondence in CRM to track requests, problems and solutions
- Upheld quality control policies and procedures to increase customer satisfaction
Automotive Office Clerk
GMC
Englewood, United States
07.2019 - 03.2020
- Provided industry-leading customer service, and exceeded daily productivity goals
- Performed opening and closing responsibilities that comprise counting and recording the register and safe deposit transactions utilizing an adding machine
- Demonstrated administrative skills by handling a high inbound call volume, appointment setting, completing data entry functions on DMS systems and operating office machines such as printer/fax/scan/copier
- Management of DMV title/registration/plate distributions, records, and logs
- Tabulated daily/monthly Excel spreadsheets of accrued revenue
- Recorded and organized loaner car transactions
- Exhibited organizational skills and discretion by handling confidential information such as client records and legal documentation
- Managed both Service and Parts Department records, invoices, receipts, and payments such as; checks/cash/credit transactions and invoices
- Acquired minimal BDC skills and training
Medical Records Clerk
North Jersey Cardiovascular Consultants
Bloomfield, United States
11.2018 - 05.2019
- Safeguarded patient records, managing data transfers in compliance with HIPAA standards and organizational regulations
- Created new patient charts and updated existing patient records;
- Entered patient insurance, demographic and health information into EMR and EHR systems
- Organized patient charts, gathering medical histories, lab results and consents
- Pulled patient charts for upcoming appointments and retrieved medical charts from healthcare staff for filing in medical records
- Processed and filed information regarding collection receipts, invoiced record requests from patients, providers and third parties
- Upheld a clean, organized and professional filling department
Education
MBA - Business Analytics
Steven’s Institute of Technology
Hoboken, NJ05-2026
Bachelor of Arts - Psychology
Bloomfield College
Bloomfield, NJ05-2021
Study Abroad - International Marketing, Spanish and Latin America Economics, Beginner Spanish Level 2, Beginner Italian Level 1
University of Granada
Granada, Spain06-2018
Skills
- Advanced analytical and problem-solving skills
- Success in establishing interpersonal relationships
- Strong administrative and office experience
- Intricate attention to detail
- Business analytics
- Proficient experience with social media platforms and marketing tools
- Sales optimization
- PCI DSS compliance awareness
- CRM Systems: Salesforce, Zendesk, Gladly
- BTP-PaaS/IaaS/SaaS Systems: IBM Cloud, SAP, NetSuite, AWS, Shopify
- Proficient knowledge of Microsoft Office, Outlook, Teams, and G-Suite
- Intermediate knowledge of Adobe Creative Cloud
- POS systems
- ABA techniques
- Behavior treatment plans
- Collaboration with multidisciplinary teams
- Case management
Affiliations
National Honor Society of Leadership and Success, 02/01/17; The NSLS Foundation supports people who want to build a better world. We work to inspire people and help them to become confident leaders who harness the power of potential for good. We create, develop, and manage programs which enable others to build the skills, networks, and character needed to grow into lifelong leaders. We also connect people to funding, organizations, and mentors who create lasting change in communities around the world.
Certification
- PCI DSS Compliance, 04/01/21
- Yale University: The Science of Well-Being, 05/01/23
Accomplishments
- Bloomfield College: Deans List | 12/01/15
- Bloomfield College: EOF Program - Certification of Completion | 05/31/21
- GUCCI: CoA - First Responder Award: For always being ready to go when needed | 12/01/22
Volunteer Experience
University of Granada, Granada, Andalusia, 01/01/18-05/31/18; Educated local community residents about available health and wellness resources. Collaborated with others by contributing time, effort and talent to advance needs or further missions. Organized programs, events, and activities to drive outreach initiative; set up and attend intercambio exchange programs and events, organize meal kits to feed the homeless and lend an open ear, and encourage interaction throughout the community.
Timeline
Paraprofessional Aide
The Stepping Stone Group
09.2023 - 01.2024
Behavior Technician
Compass ABA Therapy
06.2023 - Current
Customer Service Specialist
ERNO LASZLO
05.2023 - 07.2023
Client Service Adviser
GUCCI
08.2022 - 02.2023
Showroom Coordinator
Mamiye Brothers
07.2022 - 08.2022
Internal Sales Assistant
Loro Piana
06.2022 - 07.2022
Sales Team Leader
Half Moon Firm
12.2021 - 04.2022
Sales Associate
Schutz USA
10.2021 - 12.2021
Partner Teacher
NYC Teaching Collaborative
10.2021 - 06.2022
Client Service Adviser
Tory Burch
07.2021 - 09.2021
Automotive Office Clerk
GMC
07.2019 - 03.2020
Medical Records Clerk
North Jersey Cardiovascular Consultants
11.2018 - 05.2019
MBA - Business Analytics
Steven’s Institute of Technology
Bachelor of Arts - Psychology
Bloomfield College
Study Abroad - International Marketing, Spanish and Latin America Economics, Beginner Spanish Level 2, Beginner Italian Level 1
University of Granada