Shannon Richmond
Surprise,AZ
Summary
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
6
6
years of professional experience
1
1
Certification
Work History
DSS Field Trainer
AZA United
Phoenix, AZ
06.2024 - Current
- Conducted performance reviews for staff; provided feedback on strengths and weaknesses as well as development opportunities.
- Performed home visits to maintain safety compliance, quality standards and DES/Agency requirements.
- Assessed and monitored the progress of DES goals concerning Habilitation and Attendant Care services.
- Overlaps/Supervisions with HCBS providers
- Simplified the process of using SpokeChoice and optimizing DDD benefits for families through comprehensive training sessions.
- Enhanced collaboration and productivity through the use of Teams for virtual meetings with both company and clients.
- Managed the coordination of family schedules for the successful implementation of new and existing services
- This list is not all-inclusive of this role.
HCBS/Respite, Habilitation, Attendant Care
Caring For Angels
Phoenix, AZ
7 2023 - 06.2024
- Documented achievements and outcomes of habilitation plan to guide intervention and action toward client goals.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Built strong relationships with clients to deliver emotional support and companionship.
- Current DCW & HCBS certified. Current Article 9, Level One and IVP fingerprint cards.
- ***No current clients.
Registered Behavior Technician
Advanced Autism
02.2023 - 02.2024
- Acquired baseline data and implemented approved programs using behavioral technology appropriately, neutrally, and consistently
- Implemented individualized treatment plans developed by clinical supervisors to serve patients with diverse needs
- Developed and maintained clear, individualized documentation on each patient
- Implemented treatment plans to improve gross and fine motor coordination, movement, and functioning of upper extremities
- Maintained neutrality when supporting patients despite maladaptive behaviors
- Provided balanced developmental and academic curricula for students, nurturing personal progress in treatment areas
- Updated records and prepared reports to outline program actions, results and recommended improvements
- Performed behavioral therapy treatments in patients' homes, schools, and daycare without direct supervision
- Utilized ReThink and Central Reach to collect data and document cases.
- Enhanced client''s communication skills through the use of visual aids, social stories, and roleplaying activities.
- Increased client independence through the teaching of daily living skills such as self-care routines, meal preparation, and household chores.
Remote Customer Service Representative
Blu Wave Customer Care Solutions Inc
03.2018 - 01.2024
- Utilized remote VMware systems, Five9 phone software, Sales Force database, and other clients' databases
- Operated as 1099 contractor agency through Arise
- Employed up to 12 agents and placed them in programs various programs such as Peloton, Home Depot, Agero, AirBNB, and Carnival Cruises
- Responsible for agents under agency regarding metrics, adherence, quality assurance, coaching opportunities, and processing bi-monthly payroll
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Recommended products to customers, thoroughly explaining details
- Updated account information to maintain customer records
- Answered customer telephone calls promptly to avoid on-hold wait times
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
- Met customer call guidelines for service levels, handle time and productivity
- Educated customers about billing, payment processing and support policies and procedures.
Registered Behavior Technician
Austism Behavioral Institute
01.2022 - 02.2023
- Acquired baseline data and implemented approved programs using behavioral technology appropriately, neutrally, and consistently
- Implemented individualized treatment plans developed by clinical supervisors to serve patients with diverse needs
- Developed patient remediation in established deficit areas to support targeted treatment goals
- Developed and maintained clear, individualized documentation on each patient
- Implemented treatment plans to improve gross and fine motor coordination, movement and functioning of upper extremities
- Maintained neutrality when supporting patients despite difficult behavior
- Provided balanced developmental and academic curricula for students, nurturing personal progress in treatment areas
- Interacted with clients to assist in gaining insight, defining goals and planning action to achieve effective personal development and adjustment
- Performed ABA therapy treatments in patients' homes, schools and daycare facilities without direct supervision.
Chat Billing Agent
Spectrum Communications
02.2022 - 07.2022
- Utilized client-based systems simultaneously (up to 6) to perform work duties
- Managed 2 chats simultaneously while exceeding metrics for AHT, VOC, ART, and more
- Providing exceptional customer service with empathy, honesty, and timely service
- Assist teammates with escalations, researching accounts, and teaching systems
- Updated accounts and payment information
- Pursued and processed payments for outstanding balances
- Dealt with problems with calm and professionalism to deliver optimal resolutions
- Answered chats and provided friendly, knowledgeable service regarding billing and service issues
- Responded to customer concerns and questions on daily basis
- Trained and mentored new team members on account systems and policies to build cohesive groups and promote operational performance
- Exceeded goals through effective task prioritization and great work ethic
- Demonstrated respect, friendliness and willingness to help wherever needed
Remote Customer Service Representative
Apple One for Maximus
04.2021 - 08.2021
- Long-term staffing contract working for the Arizona DES Unemployment Appeals Division
- Received inbound calls from claimants needing to file an appeal, update information, check on the status of an appeal that has been filed, or request case information
- In-depth knowledge of unemployment and PUA systems within DES
- Operated multiple systems (and dual monitors) simultaneously and was able to maneuver through multiple systems while on a call with a claimant
- Handled sensitive private information
- HIIPA compliant
- Worked remotely from the home office, utilizing Genesys phone systems, Amazon Remote Desktop (AWS), and AZ
- DES remote systems
- Relocated to NC & assignment ended.Chat & Email Customer Service
Remote Customer Service/Email/Chat Support Representative
SimplrFlex
05.2018 - 08.2021
- Utilized Zendesk to respond to customer service emails from various companies, including but not limited to
- Asurian, Amazon, Tim Horton’s, RBI Foods, The North Face, and many more
- Provided first contact resolution by resolving customer service tickets using macros and customized responses
- Resolved shipping inquiries, refunds, returns, exchanges, app tech issues, product inquiries, and more, in a timely & accurate fashion.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Boosted customer retention, maintaining a professional and empathetic tone throughout all interactions.
- Assisted customers with order placement, product returns and order tracking.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Education
Associate of Science - Digital Photography
Southern New Hampshire University
02-2025
Certified Paraprofessional
N/A
03.2024
Registered Behavior Technician - ABA Therapy
Autism Partnership Foundation
02.2022
General Diploma -
Springfield Southeast High School
Some College (No Degree) - DCW Certification
N/A
Phoenix, AZSkills
- Behavioral health services
- Analytical and Critical Thinking
- Problem-Solving
- First Aid/CPR
- Article 9
- Respite, Habilitation & Attendant Care Certified
- Coaching Techniques
- Mentoring abilities
- Level One & IVP fingerprint cards
- Data Entry
- Call center experience
- Live chat support
- Certified AZ Paraprofessional
- Program Monitoring and Tracking
- Job Skill Building
- Orientation and Onboarding
- Coaching and Development
- Compliance Training
Certification
- ABA Therapy
- Licensed DCW
- Paraprofessional
Affiliations
- Photography and Graphic Arts
- Swimming
- Reading
- Teaching
References
References available upon request.
Timeline
DSS Field Trainer
AZA United
06.2024 - Current
Registered Behavior Technician
Advanced Autism
02.2023 - 02.2024
Chat Billing Agent
Spectrum Communications
02.2022 - 07.2022
Registered Behavior Technician
Austism Behavioral Institute
01.2022 - 02.2023
Remote Customer Service Representative
Apple One for Maximus
04.2021 - 08.2021
Remote Customer Service/Email/Chat Support Representative
SimplrFlex
05.2018 - 08.2021
Remote Customer Service Representative
Blu Wave Customer Care Solutions Inc
03.2018 - 01.2024
HCBS/Respite, Habilitation, Attendant Care
Caring For Angels
7 2023 - 06.2024
Associate of Science - Digital Photography
Southern New Hampshire University
Certified Paraprofessional
N/A
Registered Behavior Technician - ABA Therapy
Autism Partnership Foundation
General Diploma -
Springfield Southeast High School
Some College (No Degree) - DCW Certification
N/A
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