Tanisha Brown
853 Somerset Drive Charleston,WV
Overview
12
12
years of professional experience
Work History
Customer Service Agent
Optimum Telecommunications
01.2023 - 08.2025
- 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.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
Customer Service Agent
Inovalon
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
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
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
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
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
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, WV08.2014
Timeline
Customer Service Agent
Optimum Telecommunications
01.2023 - 08.2025
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