MARISOL ROMERO
Montclair
Summary
Dynamic customer service professional with a proven track record at HeatPressNation, excelling in empathetic communication and resolution-oriented strategies. Recognized for enhancing customer satisfaction and committed to fostering strong client relationships.
Behavioral Instructor with practical experience and strong focus on positive outcomes. Skilled in applying evidence-based techniques, developing individualized plans, and engaging with diverse populations. Strong communication, problem-solving, and interpersonal skills.
Overview
10
10
years of professional experience
Work History
Behavior Instructor
A Change In Trajectory
Covina, CA
09.2025 - Current
- Implemented therapeutic techniques to improve client communication skills.
- Collaborated with families to reinforce behavioral strategies at home.
- Assessed client progress through regular observations and data collection.
- Developed and implemented behavior modification plans to increase positive behaviors.
- Conducted behavioral assessments, including functional analysis of problem behaviors.
- Promoted positive behavior through reinforcement systems with consumers' favorite toys, tickles, books, etc.
- Maintained accurate records of client interactions and treatment plans.
Customer Service Representative
HeatPressNation
Fullerton, CA
04.2019 - 01.2026
- Developed strong relationships with customers by providing personalized assistance and support.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Provided accurate information about products and services to customers.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Conducted regular follow-up calls with customers after resolving their issues.
Sales Associate
T-Mobile
Pomona, CA
10.2015 - 03.2019
- Assist in monthly and quarterly physical inventory counts.
- Administer all point-of-sale opening and closing procedures.
- Manage a daily goal as well as monthly goals.
- Assist customers with selection of products and services.
- Interface with customers, determine needs, provide recommendations and up-sell services.
- Address customer inquiries and concerns to facilitate decision-making and minimize anxiety or hesitation.
- Recommend merchandise based on customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Developed promotional strategies to increase sales volume.
- Placed special orders or called other stores to find desired items.
Education
Bachelor of Arts - Sociology
California State University
Fullerton, CA05.2025
Associate of Arts - Sociology
Fullerton City College
Fullerton, CA05.2023
Associate of Arts - Social Behavior & Self Development
Fullerton College
Fullerton, CA05.2023
High School Diploma -
Oak Hills High School
Oak Hills, CA06-2013
Skills
- Office equipment proficiency (Mac-Word, Excel)
- Phone etiquette
- Administrative and office support
- Software navigation
- Data collection and analysis
- Excellent multitasker
- Effective team player
- Cash handling accuracy
- Problem-solving skills
- Positive reinforcement methods
- Report writing
Languages
Spanish, Fluent (reading, writing, and speaking)
Timeline
Behavior Instructor
A Change In Trajectory
09.2025 - Current
Customer Service Representative
HeatPressNation
04.2019 - 01.2026
Sales Associate
T-Mobile
10.2015 - 03.2019
Associate of Arts - Sociology
Fullerton City College
Associate of Arts - Social Behavior & Self Development
Fullerton College
Bachelor of Arts - Sociology
California State University
High School Diploma -
Oak Hills High School