Yaritza ODRIS DE LA CRUZ
Lawrence
Summary
Dynamic professional with a proven track record at Trinity Care Associates, excelling in crisis intervention and behavioral management. Adept at developing individualized action plans and enhancing patient engagement, I leverage strong communication and organizational skills to foster effective support strategies, driving improved outcomes for clients facing emotional and behavioral challenges.
Overview
6
6
years of professional experience
Work History
Therapeutic Mentor
trinity care associates
Lowell
05.2025 - Current
- Provided one-on-one mentoring to youth with emotional and behavioral challenges.
- Developed individualized action plans to support client needs and goals.
- Coordinated with families to ensure effective communication and support strategies.
- Maintained accurate documentation of client progress and incidents.
- Collaborated with multidisciplinary teams to improve service delivery effectiveness.
- Implemented therapeutic activities tailored to individual client interests and strengths.
- Assisted in crisis intervention strategies during high-stress situations.
- Actively participated in trainings related to therapeutic mentoring techniques.
- Collaborated with clinical staff to develop effective interventions for clients based on assessment results.
- Offered families diverse resources and support for coping responses, skill-building and education on conditions and interventions.
Customer Service Specialist
Apria Healthcare
Woburn
10.2023 - 12.2025
- Improved patient satisfaction by 30% by delivering personalized support on respiratory products.
- Facilitated access to care by scheduling {50+} weekly appointments with respiratory therapists.
- Maintained a high level of professionalism and empathy, addressing patient concerns and inquiries.
- Provided exceptional in-person reception services to patients picking up or returning equipments.
- Enhancing overall customer experience and satisfaction.
- Collaborated with colleagues from other departments in order to resolve customer concerns quickly.
- Monitored call center queues daily in order to respond promptly to customer inquiries.
- Documented customer interactions in the customer relationship management system.
Recovery Specialist
Trinity care associates
Dracut
02.2025 - 07.2025
- Developed educational materials to enhance patient understanding of recovery processes.
- Implemented strategies to improve patient engagement in rehabilitation activities.
- Monitored patient progress and documented observations for care reviews.
- Assisted in implementing programs to improve patient retention and patient success in treatment.
- Provided support to individuals in recovery from substance abuse and other mental health issues.
- Coordinated transportation arrangements for clients attending appointments or events related to their recovery process.
- Developed resources and referral options for clients transitioning out of care programs.
- Performed quality control checks on medication orders for accuracy.
- Supervised medication administration schedules accurately.
- Maintained records of feed and medication given to calves.
Customer Service Representative
Delta Management Associates
Chelsea
06.2021 - 09.2023
- Handled high volume of inbound and outbound calls, de-escalating confrontational situations.
- Reviewed and updated customer accounts daily to ensure accuracy and compliance.
- Increased enrollment in repayment program by 10% through proactive customer engagement.
- Maintained adherence to federal and state laws regarding collection policies and procedures.
- Maintained a positive and patient demeanor, actively listening to customers and going above and beyond to exceed their expectations and create memorable service experiences.
- Excelled in identifying customer needs, troubleshooting problems, and providing swift, effective solutions to enhance customer satisfaction and loyalty.
Front Desk Admin
Spincycle Laundromat
Methuen
11.2020 - 05.2021
- Operated the register and managed financial transactions with accuracy.
- Sorted, tagged, and returned customers' items, ensuring prompt and accurate service.
- Maintained cleanliness and organization of the store, contributing to welcoming environment.
- Developed strong customer relationships by providing personalized service and resolving issues promptly, resulting in 10% rise in repeat business.
- Conducted end-of-day financial reconciliations, ensuring accuracy and accountability in all cash and card transactions.
- Prioritized urgent orders, improving turn around time, and boosting overall operational efficiency.
Product Flow Specialist
Best Buy
Salem
10.2019 - 10.2020
- Collected and tagged online orders, organized them by in-store and curbside pickup.
- Managed shit-to-home packages and assisted customers with lost orders.
- Unloaded trucks and down stocked products, ensuring effective inventory management.
- Assisted a team in unloading and processing incoming shipments, ensuring all packages were accurately scanned, tagged, and stored.
- Proactively identified and resolved issues with misplaced orders, minimizing customer wait times and improving order accuracy.
Education
Bachelor of Science - Business Administration
University of California, Los Angeles
Remote11.2025
Associate of Science - Business Administration
Bunker Hill Community College
Lawrence, MA01.2022
Skills
- Operational Excellence
- Scheduling
- Time Management
- Microsoft Office
- Troubleshooting
- Safety Compliance
- Data Entry
- Office Administration
- Organization
- Attention To Detail
- Reporting
- Empathy
- Team Collaboration
- Multitasking
- Communication
- Conflict Resolution
- Adaptability
- Crisis intervention
- Team collaboration
- Customer service
- Conflict resolution
- Behavioral management
- Self-care techniques
- Family dynamics support
- Boundaries establishment
- Relapse prevention
- Resource linkage
- Resident care associate
- Basic nursing care
- Attention to detail
Languages
- English, Native
- Spanish, Proficient
Philosophy
The greatest thing in this world is not so much where we stand as in what direction we are moving. Johann Wolfgang von Goethe
References
References available upon request.
Timeline
Therapeutic Mentor
trinity care associates
05.2025 - Current
Recovery Specialist
Trinity care associates
02.2025 - 07.2025
Customer Service Specialist
Apria Healthcare
10.2023 - 12.2025
Customer Service Representative
Delta Management Associates
06.2021 - 09.2023
Front Desk Admin
Spincycle Laundromat
11.2020 - 05.2021
Product Flow Specialist
Best Buy
10.2019 - 10.2020
Bachelor of Science - Business Administration
University of California, Los Angeles
Associate of Science - Business Administration
Bunker Hill Community College