Shania Larochel
Bridgewater,MA
Summary
Dedicated and multilingual professional with extensive experience in customer service, crisis management, and interpersonal communication. Passionate about creative positive travel experiences, ensuring passenger safety, and delivering exceptional service. Skilled in fostering inclusive environments and handling high-pressure situations with professionalism and poise. 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. Devoted to giving every customer a positive and memorable experience.
Overview
7
7
years of professional experience
Work History
Behavior Technician
Proven Behavior Solution
Stoughton, MA
09.2024 - Current
- Delivered tailored support to individuals with diverse behavioral needs, showing empathy and professionalism
- Built strong, trusting relationships with clients and families, fostering a positive environment
- Adapted quickly to dynamic situations while ensuring compliance with safety standards
- 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.
- Supported clients in developing self-help skills such as dressing, toileting, eating independently .
- Provided crisis management when needed by utilizing de-escalation techniques such as redirection or calming strategies.
- Participated in interdisciplinary team meetings to discuss client progress and plan next steps accordingly.
Mental Health Assistant
Judge Rotenberg Center
Canton, MA
06.2021 - 10.2024
- Supervised weekend shifts and coordinated mental health support services and managing crisis situations
- Provided compassionate, direct care to individuals with development and behavioral needs
- Enforced safety protocols with a calm, professional demeanor under pressure
- Assisted in creating individualized treatment plans for clients based on their needs and goals.
- Provided emotional support and guidance to individuals struggling with mental health issues.
- Observed client behavior and interactions to identify any changes in mood or attitude.
- Conducted assessments of clients' mental health status and progress towards treatment goals.
- Encouraged healthy lifestyle habits by providing advice about diet, exercise, sleep hygiene.
- Administered therapeutic interventions such as cognitive-behavioral therapy, psychotherapy, or problem-solving techniques.
- Educated families about mental health topics, including diagnosis, treatment options, medication management.
- Supported patients during hospitalizations or residential stays to provide structure throughout the day and assist with daily living tasks as needed.
Warehouse Associate
Amazon
Opa-Locka, FL
08.2018 - 06.2021
- Maintained efficiency in inventory management and order fulfillment.
- Collaborated in a team-oriented setting to meet strict deadlines and productivity goals.
- Received and processed incoming shipments, verifying accuracy of items against purchase orders.
- Maintained accurate inventory records through manual and computerized systems.
- Performed cycle counts to ensure accuracy of inventory levels.
- Organized warehouse space by rearranging products on shelves, racks and bins according to size, weight, type and other specifications.
- Assembled customer orders from stock ensuring that the correct number and types of products were picked accurately.
- Checked all outgoing shipments to ensure accuracy prior to dispatch.
- Fostered positive working relationships with internal staff members while providing superior customer service.
- Provided assistance with monthly physical inventories as needed.
- Assisted in the development of emergency response plans to address potential hazards or emergencies that may occur onsite.
- Performed risk assessments to identify potential hazards in the workplace.
- Organized and facilitated safety training for employees, supervisors, and managers to promote a safe working environment.
- Responded promptly to employee concerns regarding occupational health and safety issues.
- Followed all safety regulations while operating machinery and assembling parts.
- Cleaned work area regularly to maintain safe working environment.
- Communicated with supervisors regarding progress updates on projects.
- Collaborated with team members to ensure timely completion of tasks within specified deadlines.
- Operated and maintained equipment in a clean and safe condition.
- Collaborated with a team to meet or exceed production targets.
- Assembled and completed products according to production schedules.
- Tracked material inventories and ordered new parts to prevent shortages.
Customer Service Representative Team Lead
JcPenny
Fort Lauderdale, FL
08.2017 - 12.2020
- Delivered outstanding customer service in a fast-paced environment, ensuring satisfaction and loyalty
- Handled financial transactions with precision and maintained a well-organized, welcoming work area
- Demonstrated problem-solving abilities to address and resolve customer concerns promptly
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Provided guidance and support to Customer Service Representatives on a daily basis.
- Developed customer service strategies to improve customer satisfaction ratings.
- Resolved escalated customer complaints in a timely manner.
- Conducted regular one-on-one meetings with staff members to discuss individual performance goals.
- Implemented coaching techniques to help employees reach their full potential.
- Monitored team performance metrics such as call wait times, average handle time and first call resolution rates.
- Trained newly hired Customer Service Representatives on company policies, procedures and protocols.
- Assessed team workloads to ensure adequate coverage during peak periods of demand.
- Facilitated team building activities to promote collaboration among staff members.
- Developed comprehensive reports detailing trends in customer inquiries or complaints.
- Cross-trained staff members, resulting in increase in customer satisfaction ratings.
- Monitored customer service team to assess knowledge, tone, and adherence to company policy.
- Promoted clean, safe, friendly work environment for employees and guests.
- Resolved customer complaints or answered customers' questions.
Education
ASSOCIATE DEGREE - BUSINESS ADMINISTRATION AND MANAGEMENT
MASSASOIT Community College
06.2024
HIGH SCHOOL DIPLOMA -
J.P Taravella High School
05.2020
FASHION ILLUSTRATION AND STYLING -
AL Miami International University of Art and Design
12.2019
Skills
- Leadership
- Organizational
- Interpersonal
- Time Management
- Mental Health Support
- Customer Service
- Multilingual
- Crafting and Sewing
- Behavioral management
- Positive reinforcement
- Conflict resolution
- Intervention management
- Behavior treatment plans
- Multitasking and organization
- Flexibility and adaptability
- Team collaboration
- Problem-solving
- Instructional techniques
- Treatment implementation
- Program improvement
- Relationship building
- Social skills development
- Verbal and written communication
Extracurricular Activities
Youth Group Co-leader, Saint Malachy Catholic Church | 2015 - 2020. Leadership Roles J.P. Taravella Clubs: Fashion Design, Early Childhood Education, Girls Who Code, Marine Club | 2015-2020.
Timeline
Behavior Technician
Proven Behavior Solution
09.2024 - Current
Mental Health Assistant
Judge Rotenberg Center
06.2021 - 10.2024
Warehouse Associate
Amazon
08.2018 - 06.2021
Customer Service Representative Team Lead
JcPenny
08.2017 - 12.2020
ASSOCIATE DEGREE - BUSINESS ADMINISTRATION AND MANAGEMENT
MASSASOIT Community College
HIGH SCHOOL DIPLOMA -
J.P Taravella High School
FASHION ILLUSTRATION AND STYLING -
AL Miami International University of Art and Design
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