Tanisha Brown
Diversified Assessment & Therapy Services
Charleston,WV
13
years of professional experience
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.
Work History
ABA Technician
2 Years 7 Months- 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.
- Helped kids deal with anxiety by using relaxation techniques.
- Service-oriented self-starter.
- Manage parents to adapt new behavioral plans to help with altering kids social and communicative issues.
Customer Service Agent
2 Years 1 Month- 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.
Customer Service Agent
1 Year 3 Months- 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.
Data Analyst
1 Year 8 Months- 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.
Resale Customer Support Specialist
1 Year 4 Months- 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.
- 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 executed 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
3 Years 9 Months- 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.
- 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
- Strategies for clients.
- Monitored data collection systems and reported results to supervisors.
- GPA: 2.9
No Degree - Counseling
Skills
Case Management
Issue documentation
Call Control
Microsoft Office Suite proficiency
Reinforcement procedures
Discrete trial training
Functional communication training
Ethical practices
Parent training
Behavioral assessment
Natural environment teaching
Error correction
Toilet training
Behavior modification
Teamwork and collaboration
Critical thinking
Excellent communication
Interpersonal skills
Care coordination
Written communication
Psychological assessment
Timeline
ABA Technician
Diversified Assessment & Therapy Services
01.2024 - CurrentRead More
Customer Service Agent
Optimum Telecommunications
10.2021 - 11.2023Read More
Customer Service Agent
Inovalon
08.2021 - 11.2022Read More
Data Analyst
Akamai Technologies Inc
05.2018 - 01.2020Read More
Resale Customer Support Specialist
Ticketmaster
11.2016 - 03.2018Read More
Marketing Researcher
McMillion Research
01.2014 - 10.2017Read More
West Virginia University
Bachelor of Arts from Communications Technologies, Earl Childhood Develo
Read More
Marshall University
No Degree from Counseling
Read More