Summary
Overview
Work History
Education
Skills
Timeline
Generic

STEPHEN JEFFERSON

Moreno Valley,CA

Summary

Dedicated and motivated individual with a keen analytical eye seeking to leverage diverse experience from previous roles and educational background. Eager to contribute to a dynamic team and grow both personally and professionally within the organization. Experienced in implementing specialized programs for individuals with developmental, emotional, or intellectual disabilities. Comfortable in handling stressful situations and performing under pressure. Passionate about providing high-quality service to clients with special needs and helping them reach their potential to function in society. Possesses excellent social and interpersonal communication skills to encourage patient comfort and relaxation. Skilled at coaching special needs individuals to achieve greater independence and confidence.

Overview

12
12
years of professional experience

Work History

Behavior Technician

ACES
02.2024 - Current
  • Provided one-on-one support to clients with autism spectrum disorders, addressing unique behavioral needs.
  • Implemented crisis intervention strategies when necessary to maintain a safe environment for both staff and clients alike during high-stress situations.
  • Enhanced client progress by implementing individualized behavior intervention plans.
  • Promoted positive behaviors by reinforcing desired actions and effectively addressing challenging issues.
  • Assisted in data collection and analysis, contributing to the ongoing evaluation of client progress.
  • Adapted therapy materials as needed to meet the unique needs of each individual client, ensuring optimal engagement during sessions.
  • Assessed client progress regularly, adjusting intervention strategies as needed to ensure continued growth and development.

ORDER SELECTOR

Pepsi Distribution Center
04.2021 - 02.2024
  • Successfully worked with team to meet daily productivity expectations while adhering to quality
  • Performance ratings at 'Exceeds Quality and Quantity' for the duration of employment
  • Drove the power pallet jack or forklift to the picking area and built pallet/load according to the load sheet or voice pick audio equipment
  • Coached and mentored new staff in company policy and processes
  • Adhered to and trained staff in safety regulations and procedures
  • Marked merchandise received into the warehouse using labeling equipment, RF scanners, and pre-priced stickers
  • Inspected merchandise for damage or flaws and reported findings in the database
  • Marked load ticket for out-of-stock items
  • Prioritized ticketing of merchandise and monitored the ticketing process by category
  • Safely lifted cases of merchandise weighing up to 50 pounds
  • Maintained a clean and organized work area
  • Understand and committed to all Environmental, Health, and Safety responsibilities.

CUSTOMER SERVICE REPRESENTATIVE

Verizon
12.2020 - 04.2021
  • Provided superior customer service through active listening and problem-solving
  • Responded to customer inquiries and resolved issues via phone, email, and live chat
  • Served as a company expert providing information about products/services, pricing, and promotions
  • Assisted with orders, tracked shipments, processed returns, and addressed customer complaints
  • Collaborated with internal teams to ensure customer satisfaction and problem resolution
  • Maintained accurate customer records and stayed informed about product updates, industry trends, and company policies
  • Successfully performed marketing of new promotions and offers while adhering to organizational policies and procedures.

TECHNICAL SERVICE REPRESENTATIVE

Ttec Corp
12.2019 - 12.2020
  • Provided quality customer service through active listening, fast problem-solving, and friendly support, communicating professionally via phone and email
  • Consistently met call targets, multitasked, and used a multiline phone system
  • Consulted with customers to meet their needs, performed data entry, adhered to confidentiality procedures, and documented all interactions
  • Collaborated with team members and departments to ensure swift issue resolution and actively participated in team goals
  • Managed daily tasks, prevented service delays, and met established performance metrics and quality standards
  • Utilized Microsoft Office: Word, Excel, and Outlook email.

MORTGAGE COLLECTIONS / LOSS MITIGATION

Bank of America
05.2015 - 11.2016
  • Managed customer service requests in the Bank of America Mortgage Department
  • Answered inquiries from escalated customers using active listening and problem-solving
  • Performed customer account research in the database, verified identity, and clarified issues
  • Explained options to resolve customer requests, implemented solutions, and escalated unresolved problems
  • Documented detailed descriptions of all actions taken
  • Trained in asking the right questions and utilizing active listening to provide the right products and services to meet specific needs.

MORTGAGE ANALYST

Promontory Financial Group
10.2013 - 04.2015
  • Collected personal information in loan applications to assess borrowers' credit and financial history, explained the loan process to applicants, and used software to determine loan amounts and repayment capabilities
  • Additionally, coordinated with multiple banks to find the best loan options for clients, reviewed customer complaints and loan documentation for accuracy, and ensured compliance with regulations.

MORTGAGE COLLECTIONS REPRESENTATIVE

Wells Fargo Mortgage Co.
03.2012 - 09.2013
  • Interviewed clients, contacted debtors to arrange repayment plans, monitored delinquent accounts, interpreted legal obligations, arranged payment plans, maintained debtor records, and closed a specific number of collection accounts each month
  • Also complied with legal requirements during debt collections and attended educational programs for professional growth.

Education

2 years completed in Criminal Justice -

Victorville Community College- Victorville, CA

HIGH SCHOOL DIPLOMA -

Arroyo Valley High School - San Bernardino, CA

Master's in Psychology/Con on Child Development -

University of Massachusetts Global- Online
06.2026

Bachelor's in Psychology -

Southern New Hampshire- Online College
05.2024

Skills

  • 12 Years experience in superior customer service and clerical functions
  • Proficient in Microsoft Word, Excel, Power Point and Outlook
  • 10-Key by touch and 45 WPM
  • Ability to multi-task and perform well under pressure with little or no supervision
  • Strong oral and communication skills
  • Experience interfacing and collaborating with customers, peers, and leadership
  • Punctual, excellent time management skills, ability to set priorities
  • Self-starter with the ability to work individually or in a team environment
  • Ability to take initiative with additional projects, tasks and duties
  • Ability to work in a fast-paced environment
  • Strong work ethic
  • Data Collection
  • Autism Spectrum Disorder Knowledge
  • Behavioral Management
  • Positive Reinforcement
  • Social Skills Development

Timeline

Behavior Technician

ACES
02.2024 - Current

ORDER SELECTOR

Pepsi Distribution Center
04.2021 - 02.2024

CUSTOMER SERVICE REPRESENTATIVE

Verizon
12.2020 - 04.2021

TECHNICAL SERVICE REPRESENTATIVE

Ttec Corp
12.2019 - 12.2020

MORTGAGE COLLECTIONS / LOSS MITIGATION

Bank of America
05.2015 - 11.2016

MORTGAGE ANALYST

Promontory Financial Group
10.2013 - 04.2015

MORTGAGE COLLECTIONS REPRESENTATIVE

Wells Fargo Mortgage Co.
03.2012 - 09.2013

2 years completed in Criminal Justice -

Victorville Community College- Victorville, CA

HIGH SCHOOL DIPLOMA -

Arroyo Valley High School - San Bernardino, CA

Master's in Psychology/Con on Child Development -

University of Massachusetts Global- Online

Bachelor's in Psychology -

Southern New Hampshire- Online College

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STEPHEN JEFFERSON