Yanet Roncal-LaRonde

• Offered real-time coaching, feedback, and emotional support/debriefing to responders.
• Ensured adherence to program standards, policies, procedures, and guidelines.
• Assisted responders in determining when to intervene or report as required,
both in discussion and in making reports to emergency services.
• Participated in quality assurance tasks such as:
o Review contact reports, recorded interactions, and text transcripts
o Provide assessments, feedback, and recommendations as part of the responder's evaluation process.

• Provided support to callers going through personal struggles who were facing suicidal ideation as well as to those concerned about someone else.
• Assessed the risk for suicide and worked collaboratively with the service user to create a safety plan.
• Applied the ADEPT model and skills related to crisis intervention and in suicide prevention.
• Contacted poison control and involved N911 when needed.
• Mentored new trainees, evaluated them during live calls and provided feedback when needed.

• Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement.
• Took ownership of the full implementation of corporate programs and initiatives on merchandising, payroll management, productivity, and associate morale.
• Supported the management team, delivering store results through sales floor leadership and completion of visual and operational functions.

• Trained a group of up to 35 employees in different areas, provided ongoing training and development as well as oversee scheduling needs.
• Handled customer relations issues, enabling quick resolution and client satisfaction.
• Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
• Identified, hired and trained highly-qualified staff by teaching best practices, procedures and sales strategies.