Jeffrey Brown
Easthampton,USA
Summary
I am a detail oriented professional who enjoys making connections with people and embraces the challenge of problem solving. I look forward to leveraging these skills as a virtual assistant to provide reliable and thoughtful support to individuals and businesses.
Overview
27
27
years of professional experience
Work History
Freelance Administrative Support
Self Employed
06.2025 - Current
- Provided Inbound phone based intake support and customer service for a national cleaning service specializing in hoarding and biohazard remediation.
- Assisted with data entry and contact verification for a small international hospitality company.
- Helped with medical scheduling and outreach for several clients in a virtual assistant capacity.
- Supported on several short term projects involving product and software development, with services including software testing, quality audits, content creation, and general research.
Employment Specialist/Case Manager
Riverside Industries Inc
01.2006 - 04.2025
- Facilitated vocational and day supports for a DDS-funded agency serving 250+ individuals across Western Massachusetts.
- Provided physical, emotional, and behavioral support across multiple settings: employment, day programs, community outings (CBDS), and volunteer work.
- Developed and implemented individualized client objectives in accordance with state guidelines; maintained both paper and electronic records, and provided regular progress reports to interdisciplinary teams.
- Acted as liaison for 12 program participants, collaborating with partner agencies and assisting with problem-solving in day-to-day operations.
Case Investigator / Unit Lead
Partners in Health
11.2020 - 08.2021
- Contributed to the Community Tracing Collaborative, a statewide COVID-19 contact tracing initiative overseen by the Massachusetts Department of Public Health.
- Conducted outbound outreach calls for case investigation and contact tracing, including data collection, guidance on isolation/quarantine, and resource referral.
- Served as Unit Lead for a subteam of 20–30 Contact Tracers: facilitated training sessions, managed case reviews, ensured quality control, and communicated workflow priorities.
- Used Salesforce CRM, Amazon AWS, and Microsoft Office/Teams in a virtual call center environment.
Call Center / Telephone Interviewer
Abt Associates (Contractor)
10.1998 - 07.2002
- Administered telephone surveys for health and science policy research; recorded responses using proprietary data collection systems.
- Provided clerical support, managed paper sample files, and assisted in updating contact information for longitudinal studies.
- Worked with tier 2 escalations to address challenging cases, handle objections, and improve interview completion rates.
Education
Associate of Arts - AA - Human Services
Holyoke Community College
Holyoke, MASkills
- Case Management
- Human Services
- Customer Service and Intake Support
- Data Entry
- Healthcare Outreach
- Patient and Family Advocacy
Affiliations
Easthampton Commission on Disability (2019-Present)
Timeline
Freelance Administrative Support
Self Employed
06.2025 - Current
Case Investigator / Unit Lead
Partners in Health
11.2020 - 08.2021
Employment Specialist/Case Manager
Riverside Industries Inc
01.2006 - 04.2025
Call Center / Telephone Interviewer
Abt Associates (Contractor)
10.1998 - 07.2002
Associate of Arts - AA - Human Services
Holyoke Community College