Summary
Overview
Work History
Education
Skills
Timeline
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Tanisha Brown

Tanisha Brown

South Charleston,WV

Summary

Compassionate ABA Technician known for high productivity and efficient task completion. Skilled in behavior modification techniques, data collection, and implementing individualized treatment plans. Excel at communication, empathy, and patience, ensuring successful client interactions and progress tracking. Utilize specialized training to support clients' developmental goals effectively

Overview

11
11
years of professional experience

Work History

Customer Service Agent

Optimum Telecommunications
Teays Valley, WV
01.2024 - Current
  • Processed refunds for customers.
  • Met KPI metrics.
  • 60+ inbound and outbound calls, finishing all callbacks per work day.
  • Assisted customers with inquiries regarding products and services through phone, email, and chat.
  • Resolved customer complaints quickly and efficiently.
  • Provided product information to customers in a timely manner.
  • Used multiple computer screens to assist customers with account issues.

Customer Service Agent

Inovalon
Nashville, TN
08.2021 - 11.2023
  • Managed a high volume of inbound and outbound customer calls.
  • Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
  • Schedule appointments for nurse practitioners to visit program members through major health plans, i.e.
  • Aetna, BlueCross BlueShield, and Highmark Health Options.
  • Followed PHI and HIPAA regulations when verifying customer information.
  • Maintained a work-from-home schedule and met with supervisors via Teams and Zoom.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.

ABA Technician

Diversified Assessment & Therapy Services
Teays Valley , WV
01.2021 - 06.2022
  • Assisted in designing individualized behavior plans for clients.
  • Provided direct instruction to clients on a variety of skills, including communication, socialization, and self-care.
  • Conducted assessments and observations to evaluate the progress of each client's plan.
  • Collaborated with team members to develop positive reinforcement strategies for clients.
  • Monitored data collection systems and reported results to supervisors.

Business Development Representative

Microsoft
CHARLESTON, WV
02.2020 - 08.2020
  • Compiled product, market, and customer data to forecast accurate sales and profit projections
  • Addressed and resolved business strategy obstacles to inform stakeholders
  • Arranged potential client contacts, cultivated relationships, and followed through all service needs
  • Met with current clients to assess needs and develop improvement plans
  • Networked among local business and community organizations to develop leads and generate business
  • Developed working knowledge of CRM to track sales leads and activities effectively

Data Analyst

Akamai Technologies Inc
Charleston, WV
05.2018 - 01.2020
  • Updated organizational and clients subsystems to improve and streamline data collection
  • Evaluated different regions of clients personal information and set up trends to understand competitive environments and assess current strategies
  • Performed system analysis, documentation, testing, implementation and user support for platform transitions
  • Produced monthly quotas and reports using advanced Excel spreadsheet
  • Hit personal quota per month
  • 1700 accounts or 75 accounts per day
  • Corrected any data entry error to prevent later issues such as duplication or data degradation

Resale Customer Support Specialist

Ticketmaster
CHARLESTON, WV
11.2016 - 03.2018
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as a last resort to maintain customer satisfaction
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
  • Described and explained details about ticket prices, and options to inform customers and guide purchasing decisions
  • Entered customer interaction details in Ebo and ticketing software to track requests, document problems and record solutions offered
  • Regularly exceeded daily sales and product add-on quotas
  • Answered constant flow of customer calls with up to 5 calls in queue per hour
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns

Marketing Researcher

McMillion Research
CHARLESTON, WV
01.2014 - 10.2017
  • Increased credibility and client awareness by developing technical/non-technical marketing collateral and presentations, public relations campaigns, articles, and newsletters
  • Assessed individual survey project needs, and planned workflows
  • Followed local, and regional, and national guidelines
  • Read and used topographical data to complete analysis of land plots and roadways

Education

Bachelor of Arts - Communications Technologies, Earl Childhood Develo

West Virginia University
Morgantown, WV
08.2014

Skills

  • Case Management
  • Issue documentation
  • Call Control
  • Microsoft Office Suite proficiency
  • Live chat support
  • Service-oriented self-starter
  • management

Timeline

Customer Service Agent

Optimum Telecommunications
01.2024 - Current

Customer Service Agent

Inovalon
08.2021 - 11.2023

ABA Technician

Diversified Assessment & Therapy Services
01.2021 - 06.2022

Business Development Representative

Microsoft
02.2020 - 08.2020

Data Analyst

Akamai Technologies Inc
05.2018 - 01.2020

Resale Customer Support Specialist

Ticketmaster
11.2016 - 03.2018

Marketing Researcher

McMillion Research
01.2014 - 10.2017

Bachelor of Arts - Communications Technologies, Earl Childhood Develo

West Virginia University

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Tanisha Brown