Summary
Overview
Work History
Education
Skills
Certification
Languages
References
Timeline
Generic

Sonia Jislaine Copeland

Burbank

Summary

Dedicated customer service and management professional with over 15 years of experience delivering exceptional service, leading teams, and implementing operational improvements. Skilled in team leadership, communication, and problem-solving across diverse industries, including transportation, food service, and childcare. Known for cultivating positive client relationships, resolving issues efficiently, and consistently exceeding performance goals. Bilingual in English and Spanish.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Behavioral Interventionist

Intercare Therapies
Los Angeles
10.2024 - Current
  • Implement behavior intervention plans, often in collaboration with teachers, parents, and other professionals
  • Teach new skills and techniques to clients that promote healthy behaviors, self-regulation, and communication.
  • Track client progress, collect data, and adjust intervention plans as needed.
  • Work closely with a team of professionals, including teachers, therapists, and parents, to ensure a comprehensive approach to care.
  • Maintain accurate and timely records of client progress and interventions.
    Provide support and guidance in crisis situations, helping clients develop coping strategies

Fleet Driver

Hop Skip Drive
Los Angeles
03.2019 - 10.2024
  • Delivered exceptional service to riders and caregivers in a high-trust transportation environment.
  • Maintained direct communication with driver support to resolve real-time issues.
  • Upheld appearance and vehicle cleanliness to ensure a comfortable experience.
  • Adapted quickly to last-minute schedule changes and cancellations.
  • Report any issues of concern relayed by riders to uphold service quality and safety.

Assistant Manager

Dairy Queen
Aurora
08.2021 - 10.2022
  • I was invited back after 10 years to help the current manager hire and train new employees, and to recruit and train a permanent assistant manager.
  • Supported hiring, training, and onboarding of new staff.
  • Created and maintained employee schedules using Microsoft Excel based on sales trends, weather, holidays, and availability.
  • Trained staff on the new drive-thru headset system, and ensured consistent use.
  • Addressed customer concerns with professionalism and efficiency.
  • Assisted in controlling monthly operational budgets and supply inventory.

Family Nanny

Private Family (Kiesha McCorry)
Los Angeles
08.2012 - 05.2019
  • Provided transportation, tutoring, and emotional support for children.
  • Coordinated daily routines, school, appointments, and extracurriculars.
  • Maintained trust and communication with parents, educators, and students.
  • Fostered a safe, engaging, and caring environment for child development.

Store Manager

Dairy Queen
Aurora
05.2007 - 06.2012
  • Managed a 20-person team, overseeing hiring, training, and performance evaluations.
  • Created optimized staff schedules using Excel, factoring in demand trends and availability.
  • Monitored inventory levels, and reduced shrinkage through routine audits.
    Led customer service initiatives that increased upselling and retention.
  • Ensured compliance with health, safety, and cleanliness standards.

Education

West High
Aurora, IL

Skills

  • Customer Service & Client Relations
  • Team Leadership & Training
  • Schedule & Staff Management
  • Microsoft Excel & Word
  • Problem-Solving & Conflict Resolution
  • Fluent in Spanish
  • Organized & Detail-Oriented
  • Communication (Phone & In-Person)
  • Budget Management
  • Safety & Compliance Standards

Certification

  • Certified Behavioral Interventionist
  • Licensed Driving Instructor through the State of California

Languages

Spanish
Professional
English
Professional

References

References available upon request.

Timeline

Behavioral Interventionist

Intercare Therapies
10.2024 - Current

Assistant Manager

Dairy Queen
08.2021 - 10.2022

Fleet Driver

Hop Skip Drive
03.2019 - 10.2024

Family Nanny

Private Family (Kiesha McCorry)
08.2012 - 05.2019

Store Manager

Dairy Queen
05.2007 - 06.2012

West High

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Sonia Jislaine Copeland