Customer Service Quality Assurance

● Lorraine Conforti

SUMMARY

Seasoned professional with over ten years Admin and artistic experience including over three of working with individuals with special needs, including BT and ABA Therapy, teaching life skills to Youths ages 3 to adulthood

(DSP). Focused on excellent Customer Service project, database management, quality assurance & support services, which includes over a year in the NYU School of SW reviewing application submissions for completion

& data management. Work and education include vocal music including performing in a blues/rock band over a dozen years singing and playing percussion. Talents include drawing/sketching using various techniques. Writing, reading stories and poetry to Youths and adults with and without disabilities including playing tutorials demonstrating life skills, storytime and music videos. Provides excellent and ethical quality care while exercising creativity and kindness. Comfortable interacting with all levels of management & clientele; culturally sensitive. Seeking to grow and be of service while utilizing talents to the fullest SKILLS

Singing• Musical Performance •Writing•Poetry•Dance•Percussion • Drawing/Sketching• Operations & Cust. Care

• Project Mgmt • ABA/Behavioral Tech • HR/Database Mgmt • HIPPA Compliant • Integrated Operations & training

• Improved Margins & Communications • Results Driven Leadership • PROFESSIONAL EXPERIENCE

Direct Support Professional (DSP), Part-Time

TeamCare LLC – Lakewood, NJ February 2023 to Present

● Provide Behavioral Therapy support to young adults with intellectual/dev disabilities

● Write up session notes in timely manner for case mgmt and payroll purposes

● Educate Youth regarding educational, social and current events

● Help with daily activities and learn life skills which individual may find challenging

● Attend meetings and prioritize caseload independently ABA Therapist/RBT, Part-Time employee

Proud Moments, ABA - Clifton, NJ November 2021 to Present

● Improve outcomes by working with BCBA to implement therapies & attend training sessions

● Provide ABA therapy in-home or virtually while collecting data during sessions

● Respond to the needs and requests of clients, their families and Supervisors

● Working towards obtaining RBT & additional Certifications Behavior Tech II/Developmental Specialist/ISS Tech, Bergen & Passaic Counties, Pvt Contractor Sierra House, Inc. - East Orange, NJ February 2020 to April 2023

● Inspire non-verbal Clients to engage in sessions while providing in-home & virtual services to Youth’s with developmental or behavioral challenges

● Update case notes remotely via database (Cyber via PerformCare platform)

● Independently implement, review and develop interventions while performing quality care

● Increase Youth’s well-being by introducing self-help, socialization and adaptive skills necessary to function successfully in the home & community

● Improve operations by providing staff training and locating training materials for distribution Content & Staff Writer

Twiniversity, Part-Time June 2015 to Present (currently on hold)

● Write researched and personal articles on topics re: health, childcare, self-care and promos

● Apply for writing assignments as they become available & pitch article ideas for publication

● Write promo articles for clients, i.e.: Dr. Brown's bottles, Love to Dream swaddles, etc..

● Collaborate on research articles for very prominent organizations, e.g.: Cord Blood Banking Freelance Graphic Designer

Twiniversity, Project based Temp. June 2020 thru Aug 2020

● Completed multiple graphics orders for media library within set deadlines

● Created new designs for website articles and social media pins

● Set up and organize multiple online files

● Communicate with heads and initiate new projects Super Mentor

Twiniversity, Volunteer Sept 2016 thru 2021

● Provide resources and advice re: childcare, self-care, general health, nutrition, etc. Professional Caregiver and Assistant, Part-Time/Per Diem February 2014 to Present Private Contractor/Self-employed

● Assist Clients with Admin work i.e.: typing, editing documents, resumes, responding to correspondence, filing, etc.

● Provide child or pet care, part-time, as needed

● Help individuals with errands, household chores and organization in home and/or office Products Presenter

Younique Cosmetics July 2014 to July 2017

● Managed personal sales for cosmetic E-business, which was voted in Top Ten in Direct Selling E-businesses of the world, 2015

● Achieved promotion within two months of hire, resulting in raise in status & commission

● Was responsible for personal marketing, budget, marketing schedule via print & social media Benefits & Data Systems Coordinator

Metropolitan Maintenance - Rutherford, NJ July 2008 to January 2014

● Executed Benefits Administrator responsibilities, i.e.: created spreadsheets, correspondence and maintained files

● Communicated and collaborated effectively with team to meet needs and expectations of members and the Board

● Provided excellent service by coordinating meetings, arranging special events &

● Improved provider data management by helping to develop and maintain newly installed HRIS database and new office equipment

Data Coord/Admin Secretary

NYU-Silver School - New York, NY April 2007 to May 2008

● Supported Assoc. Dean & Assoc. Dir. with office operations

● Improved dept functions by utilizing status reports, data entry & training transitory workers

● Collaborated with Assoc. Dir. for the set up of a new Department Oracle database

● Completed key project: reconciliation of student files for multiple terms for new database Administrative Aide Internal Promotion - New York, NY 2004 to March 2007

● Improved operations of departments while providing support to Asst Dean & Asst Dir.

● Developed parts of term bulletin using Oracle (database) for multiple Division programs

● Increased dept. ratios by initiating spreadsheets comparing new applications & drop requests Clinical Aide (Internal Promotion 2003 to 2004 clinical) NYU-Health Center, OT/PT Unit

● Reported to Unit and Operations Managers for daily duties within Physical Therapy Unit

● Depended on to provide excellent customer care while performing in reception, secretarial & clerical roles

● Scheduled appointments, verified insurance and maintained patient billing records

COMPUTER & OFFICE SKILLS

• Microsoft Word • Web Browsers • Power Point • MS Publisher • • Internet Research •

* Database systems *

• Acustaf • Vision • Student Information Systems (SIS) •

• CRM• BRIO • SAPS •

* Office Skills *

• Typing (70+wpm) •

• Data entry• Filing• Organization •

• Communications • Bookkeeping •

EDUCATION

New York University – New York, NY

Bachelor of Science: Healthcare Management (3.7 GPA), focus: HR, Health and Business, 2005 Associates in Applied Science: Healthcare Administration, Children’s services, Business and Health, 2002

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