Toriana Allen
Tampa,FL
Summary
Dynamic and compassionate professional with a degree in psychology and extensive experience in care experience specialist, customer service and remote work. Experienced with creating and implementing customer-focused initiatives that enhance satisfaction and loyalty. Utilizes advanced problem-solving techniques to address and resolve customer concerns efficiently. Knowledge of leveraging communication skills to build strong client relationships.
Overview
9
9
years of professional experience
Work History
CARE EXPERIENCE SPECIALIST
Charlie health
02.2022 - 01.2025
- Answer inbound calls, emails, and texts and resolving patient and family concerns or requests efficiently and effectively
- Aligned team objectives with organizational goals, resulting in an increased level of overall success and employee engagement.
- Developed strong relationships with clients, leading to increased trust and repeat business.
- Support client-related requests from the Clinical Care team to improve the patient's experience
- Communicate aftercare resources
REGISTERED BEHAVIOR TECHNICIAN
Butterfly effects
05.2019 - 12.2022
- Implemented proactive strategies for reducing challenging behaviors
- Improved client behavior by implementing individualized ABA therapy plans and tracking progress.
- Promoted positive behavior change by utilizing reinforcement strategies, token economies, and behavior contracts.
- Applied reinforcement techniques to increase desirable behaviors or decrease undesirable behaviors
- Provided one-on-one support in various settings, including home, school, and community, fostering an inclusive environment for skill development
- Maintained accurate data collection systems for behavior tracking purposes
- Conducted assessments and progress tracking to evaluate the effectiveness of interventions, ensuring data-driven adjustments to treatment plans
Client Intake Specialist
Full Spectrum ABA
09.2017 - 02.2019
- Facilitated clear communication among team members, resulting in improved collaboration and increased productivity.
- Conducted thorough follow-ups with clients post-intake, ensuring their needs were met and any issues addressed promptly.
- Manage documents related to client intake
- Facilitate communication with caregivers, third party billing, and corporate leadership
- Collaborate with the client intake team, to ensure smooth operations
- Assisted clients in understanding service offerings clearly, helping them make informed decisions regarding available options that best suit their needs.
Crisis Text Line/ Local Helpline Volunteer
Crisis Text Line
02.2016 - 02.2016
- Worked effectively in fast-paced environments.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Provided real-time emotional support to individuals in crisis via text-based platform, ensuring safety and emotional stabilization.
- Assessed risk and collaborated on safety plans for users facing suicidal ideation or abuse.
- Maintained strict confidentiality and adhered to organizational guidelines on ethics and response protocol.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Handled high-pressure conversations with empathy and professionalism, often guiding users toward helpful resources.
Education
Bachelor of Science (B.S.) - Clinical Psychology
University of Central Florida
Orlando, FL12.2024
Skills
- Performance tracking
- Corporate communications
- Database management
- Customer service
- Attention to detail
- Time management
- Organizational skills
- Reliability
- Adaptability and flexibility
- Teamwork and collaboration
- Teamwork
- Problem-solving
- Multitasking Abilities
- Problem-solving abilities
- Effective communication
Timeline
CARE EXPERIENCE SPECIALIST
Charlie health
02.2022 - 01.2025
REGISTERED BEHAVIOR TECHNICIAN
Butterfly effects
05.2019 - 12.2022
Client Intake Specialist
Full Spectrum ABA
09.2017 - 02.2019
Crisis Text Line/ Local Helpline Volunteer
Crisis Text Line
02.2016 - 02.2016
Bachelor of Science (B.S.) - Clinical Psychology
University of Central Florida
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