Samantha Morales
Glendora,CA
Summary
Responsible and hardworking, offering 7 years of experience in customer service and 25 years handling children with special needs. Proficient multi-tasker with ability to manage multiple-line phone systems, greeting clients and admitting them, and receiving payments. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, and cultivating partnerships. Focused on providing professional and caring service and support to every client. Positive nature with excellent people skills. Complete with a Masters Degree in Applied Behavioral Analysis. Ready to learn whatever there is to be taught.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Scheduling Assistant
Star of California
Pasadena, CA
03.2022 - 07.2022
- Provided administrative support for the scheduling team by responding to emails and other inquiries in a timely manner.
- Resolved conflicts between conflicting appointments and deadlines
- Assisted in managing calendars for multiple employees and clients simultaneously.
- Monitored changes in availability of personnel needed for scheduled events and adjusted accordingly.
- Managed online calendar systems used by the organization to ensure accuracy of all entries.
- Prioritized tasks based on importance and urgency.
- Generated automated notifications regarding upcoming meetings and appointments using appropriate software tools.
- Completed timely changes and updates to schedules in the CentralReach scheduling system.
Behavior Technician
Star of California
Pasadena, CA
08.2020 - 03.2022
- Provided direct behavioral intervention services to children with autism spectrum disorder and other developmental disabilities.
- Conducted functional assessments, collected data, and implemented behavior plans based on assessments.
- Instructed clients in social skills training techniques such as positive reinforcement, prompting, and shaping behaviors.
- Maintained detailed records of sessions including progress notes, daily logs, incident reports and program updates.
- Collaborated with families to provide support strategies for home-based interventions.
- Assisted in the development of communication systems using visual supports such as picture exchange systems.
- Implemented evidence-based practices such as discrete trial teaching and natural environment teaching.
- Monitored client's progress towards identified goals through data collection and analysis.
- Observed clients during both structured and unstructured activities to identify potential areas for improvement or reinforcement.
- Supported clients in developing self-help skills such as dressing, toileting, eating independently .
- Facilitated social interactions between peers by providing verbal prompts or physical guidance when necessary.
- Encouraged positive behavior by providing rewards or praise for desired behaviors.
- Provided crisis management when needed by utilizing de-escalation techniques such as redirection or calming strategies.
- Understood autism spectrum disorder, associated behaviors and optimum treatments.
- Collected and analyzed data and monitored progress and efficacy of individualized treatment plans.
- Exercised confidentiality and discretion to maintain HIPAA requirements.
- Assisted with building life and social skills useful for everyday activities and interactions.
- Communicated with patients' family members to explain treatment process, answer questions and maintain relationships.
- Identified and addressed individual problems using clinical team recommendations and solutions.
- Attended review, progress and clinical team meetings.
- Cultivated relationships with fellow staff members to enhance team collaboration.
- Documented patients' activities and behaviors into CentralReach for recordkeeping.
- Monitored patients' well-being and reported changes or unusual behavior or physical illness to medical staff.
Fishing Clerk/Cashier
Turners Outdoorsman
West Covina, CA
07.2017 - 07.2020
- Inspected items for damage and reported issues to supervisor to return unsalable merchandise and obtain replacements for customers
- Assisted customers with new service additions and promotional offers
- Troubleshot and resolved issues with cash registers, card scanners and printers
- Trained new team members in cash register operation and customer service
- Helped customers find specific products, answering questions and offering advice
- Maintained high productivity by efficiently processing cash, credit, debit and voucher program payments for customers
- Processed customer payments quickly and returned exact change and receipts
- Wiped down counters to remove debris and maintain cleanliness
- Learned roles of other departments to provide coverage and keep store operational
- Observed company return policy when processing refunds, including inspecting merchandise for wear or damage
- Wrapped items and bagged purchases properly to prevent merchandise breakage
- Organized and maintained both physical and digital payment documentation for accurate filing and compliant record-keeping
- Increased sales by suggesting specific purchases to customers according to what they wanted to do
- Received payments for invoices and issued receipts reflecting zero balances or additional payments required to bring accounts current
- Completed daily recovery tasks to keep areas clean and neat for maximum efficiency
- Worked closely with front-end staff to assist customers
- Maximized customer satisfaction by providing assistance with purchases, locating items and signing up for rewards programs
- Welcomed customers, offering assistance to help find necessary store items
- Resolved issues regarding customer complaints and escalated worsening concerns to the General Manager for remediation
- Processed returned items in accordance with store policy
- Assisted the bookkeeper in checking important paperwork
- Spooled fishing line
- Used my fishing expertise to advise customers and make sales
- Made sure product was tagged and efficiently organized product in the fishing department and front end.
Courtesy/Cashier/Floral Clerk
Albertson's
West Covina, CA
05.2015 - 06.2017
- Drove sales and add-on purchases by promoting specific item options to customers
- Managed product returns professionally and quickly to maintain customer satisfaction
- Learned roles of other departments to provide coverage and keep store operational
- Provided gift wrapping and boxes for customers, made special orders and prepared packages for shipments
- Helped customers find specific products, answering questions and offering advice
- Counted product stock to maintain inventory records
- Increased sales by suggesting specific purchases to customers according to what they were planning
- Processed customer payments quickly and returned exact change and receipts
- Wiped down counters and conveyor belt to remove debris and maintain cleanliness
- Resolved issues regarding customer complaints and escalated worsening concerns to the Front End Manager for remediation
- Received product orders, unloaded merchandise and arranged store stock into appealing displays in the floral department
- Accurately handled over $1500 of payments daily in cash and credit cards payments for all store products
- Trained new employees in cashiering and courtesy clerk procedures, offering assistance in resolving any problems
- Properly verified customer identification for alcohol or tobacco purchases
- Worked closely with front-end staff to assist customers
- Answered phone calls to assist customers with questions and floral orders
- Monitored floral product availability in store, on shelves and in orders to accurately answer customer questions
- Observed company return policy when processing refunds, including inspecting merchandise for wear or damage
- Assisted customers to find appropriate products, answered product questions and provided product solutions
- Helped customer locate and select appropriate merchandise throughout store
- Maximized customer satisfaction by providing assistance with purchases, locating items and signing up for rewards programs
- Wrapped items and bagged purchases properly to prevent merchandise breakage
- Maintained high productivity by efficiently processing cash, credit, debit and voucher program payments for customers
- Collected merchandise from store and searched back-end locations for customer purchases
- Arranged updated promotional displays every week
- Stayed up to date on current item discounts to support promotions
- Cross-trained in produce, floral, cashier, and courtesy clerk roles in order to provide skilled backup for team members
- Kept check-out areas clean, organized, and well-stocked to maintain attractive store
- Distributed new merchandise efficiently to different departments
- Trained new team members in cash register operation, courtesy clerk duties, and customer service
- Answered questions about and demonstrated features of diverse merchandise to facilitate customer sales
- Welcomed customers, offering assistance to help find necessary store items
- Troubleshot and resolved issues with cash registers, card scanners and printers
- Notified security of suspected theft, including descriptions of individuals and items stolen to help control store losses
- Un-boxed new merchandise and added to shelves in accordance with stock rotation policies
- Processed returned items in accordance with store policy
- Scanned items quickly to keep lines moving and reduce overall wait time
- Issued receipts, discussed return policies, and directed customers to pickup locations for larger merchandise.
Receptionist
McMeekin Law Office
Covina, CA
06.2012 - 08.2014
- Compiled and produced documents and reports and filed, copied or faxed required papers to appropriate parties
- Prepared, compiled and filed documents as well as reports presented to various parties
- Kept reception area clean and organized to offer positive first impression to every visitor
- Managed and anticipated clerical needs of company employees, including copying, faxing and file management
- Received incoming packages and mail, dispersed parcels, correspondence and shipped outgoing items daily
- Directed clients to appropriate personnel to address concerns, resolve complaints or answer account-related questions
- Screened and verified visitors for identification credentials and purpose of visit to maintain security of personnel and office environment, as well as to maintain confidentiality of the clients
- Met incoming customers with professional approach and provided friendly, knowledgeable assistance
- Sorted incoming mail and directed to correct personnel each day
- Took accurate messages for staff and management to facilitate open and speedy communication
- Answered and directed incoming calls using multi-line telephone system
- Welcomed visitors upon entrance, answered inquires and directed questions or appointments to appropriate personnel
- Managed and controlled office supply inventory to ensure timely ordering or requisition of depleted or low-level stock
- Greeted customers, answered general questions and directed to appropriate locations
- Gathered, sorted, distributed and sent mail and packages
- Monitored daily and weekly schedules and monthly calendar obligations for the attorney and the paralegal
- Scheduled appointments based on attorney availability and established load parameters
- Provided administrative support to team members, including making copies, sending faxes, organizing documents and rearranging schedules
- Coordinated and communicated with clients daily to gather pertinent information
- Checked documents for proper formatting, grammar and spelling
- Greeted visitors, assessed needs and directed to appropriate personnel.
Education
Master of Science in Applied Behavioral Analysis -
Pepperdine University
12.2023
Bachelor of Arts in Allied Health -
Azusa Pacific University
05.2020
Skills
- Proficient in Microsoft Office
- Proficient in Central Reach
- Efficient and accurate
- Multitasking and prioritization
- Detail oriented
- Conflict mediation
- Customer service
- Fast learner
- Scheduling Proficiency
- Verbal And Written Communication
- Critical Thinking
- Administrative Duties
- Administrative Support
- Data Analysis Skills
Certification
Registered Behavior Technician (RBT)
Timeline
Scheduling Assistant
Star of California
03.2022 - 07.2022
Behavior Technician
Star of California
08.2020 - 03.2022
Fishing Clerk/Cashier
Turners Outdoorsman
07.2017 - 07.2020
Courtesy/Cashier/Floral Clerk
Albertson's
05.2015 - 06.2017
Receptionist
McMeekin Law Office
06.2012 - 08.2014
Master of Science in Applied Behavioral Analysis -
Pepperdine University
Bachelor of Arts in Allied Health -
Azusa Pacific University
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