Shannon Richmond
Behavior Technician
Knightdale,NC
Summary
Enthusiastic Behavior Technician eager to contribute to team & client success through hard work, attention to detail and excellent organizational skills. Clear understanding of Applied Behavior Analysis and training. Motivated to learn, grow and excel in this industry. Reliable in using safe, evidence-based practices. Collaborative with full treatment team and parents.
Overview
14
14
years of professional experience
1
1
year of post-secondary education
Work History
Applied Behavior Analysis Technician
HANDS Center For Autism
Raleigh, NC
11.2022 - Current
- Acquired baseline data and implemented approved programs using behavioral technology appropriately, neutrally and consistently.
- Implemented individualized treatment plans developed by clinical supervisors to serve patients with diverse needs.
- Developed patient remediation in established deficit areas to support targeted treatment goals.
- Developed and maintained clear, individualized documentation on each patient.
- Implemented treatment plans to improve gross and fine motor coordination, movement and functioning of upper extremities.
- Maintained neutrality when supporting patients despite difficult behavior.
- Provided balanced developmental and academic curricula for students, nurturing personal progress in treatment areas.
- Interacted with clients to assist in gaining insight, defining goals and planning action to achieve effective personal development and adjustment.
- Updated records and prepared reports to outline program actions, results and recommended improvements.
Chat Billing Agent
Spectrum, Charter Communications
Morrisville, NC
02.2022 - 07.2022
- Utilized multiple systems (up to 6 at a time) to perform work duties
- Managed 2 chats simultaneously, generally, 65-150 chats daily depending upon volume, while exceeding metrics for AHT, VOC, ART, and more
- Providing exceptional customer service with empathy, honesty, and in a timely service
- Assist teammates with escalations, researching accounts, and teaching systems.
- Updated accounts and payment information.
- Pursued and processed payments for outstanding balances.
- Identified, researched and resolved billing variances to maintain system accuracy and currency.
- Dealt with problems with calm and professionalism to deliver optimal resolutions.
- Answered chats and provided friendly, knowledgeable service regarding billing and service issues.
- Responded to customer concerns and questions on daily basis.
- Trained and mentored new team members on account systems and policies to build cohesive groups and promote operational performance.
CSR
Blu Wave Customer Care Solutions Inc
Tempe, United States
03.2018 - 02.2022
- Serviced the Tapestry client (Coach handbags), inbound phone, and email customer service
- Utilized remote VMware systems, Five9 phone software, SalesForce database, and other client-specific databases
- Operated as a1099 contractor
- I employed up to 12 agents and placed them in programs various programs such as Peloton, Home Depot, Agero, Air BNB, and Carnival Cruises
- Responsible for agents under my agency regarding metrics, adherence, quality assurance, coaching opportunities and bi-monthly payroll
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Recommended products to customers, thoroughly explaining details.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
Owner
Southern Sweets, Inc
Raleigh, NC
10.2013 - Current
- Managed day-to-day business operations.
- Created website and social media platforms.
- Used knowledge of market trends to create value-added solutions resulting in significant increase in revenues.
- Created and monitored promotional approaches to increase sales and profit levels.
- Reconciled daily sales, returns and financial reports in QuickBooks.
- Optimized team hiring, training and performance.
- Attended trade shows and special events to showcase products, network with other businesses and attract new customers.
- Established foundational processes for business operations.
- Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
- Developed sales presentations and promotion initiatives to key accounts to drive product sales and increase brand awareness.
Education
Completed 40hr ABA Certification Course - Applied Behavior Analysis
Autism Partnership Foundation
11.2022 - 11.2022
HS / Diploma - General Studies
Springfield Southeast High School
Springfield 08.1990 - 06.1991
Skills
Customer service support
Timeline
Applied Behavior Analysis Technician
HANDS Center For Autism
11.2022 - Current
Completed 40hr ABA Certification Course - Applied Behavior Analysis
Autism Partnership Foundation
11.2022 - 11.2022
Chat Billing Agent
Spectrum, Charter Communications
02.2022 - 07.2022
CSR
Blu Wave Customer Care Solutions Inc
03.2018 - 02.2022
Owner
Southern Sweets, Inc
10.2013 - Current
HS / Diploma - General Studies
Springfield Southeast High School
08.1990 - 06.1991
Completed 40hr course for Registered Behavior Technician certification
Independently completed the 40 hour course requirement through the Autism Partnership Foundation. My goal is to take my RBT exam in January 2023.
Completed 40hr course for Registered Behavior Technician certification
Independently completed the 40 hour course requirement through the Autism Partnership Foundation. My goal is to take my RBT exam in January 2023.
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