Vanessa Billins
Worcester,MA
Summary
I am currently a professional customer service representative with extensive background and prolific job experience. I have over 7 years experience working with special needs individuals, including those on the autism spectrum, as well as with a number of versatile personalities which has poured into 15+ years of overall customer service experience.
I’ve worked in several fields, from human services to hospitality and call center work, inspectional services and health plans research. I also have direct experience with residential leases and leasing, landlord/tenant relationships with a variety of subsequent dilemmas (including pests) and protocols regarding HQS standards and inspection results.
I have been known for my strong interpersonal skills with an effective, person-centered approach. My experience has further been enriched by the accomplishment of obtaining a Bachelor’s degree in psychology from Capella University with a 3.9 GPA. It is my hope to bring my best to your workplace while attuning myself to this position to best extract any knowledge that would only strengthen my contribution.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Health Plans, Inc.
Westborough, MA
12.2023 - Current
- Resolved customer inquiries efficiently, ensuring high levels of satisfaction and retention.
- Provided detailed information on health plans, assisting customers in understanding coverage options.
- Processed claims and appeals promptly, maintaining accuracy throughout each step.
- Implemented feedback mechanisms to enhance service quality and address customer concerns proactively.
Paratransit Operator
Worcester Hackney Carriage Co.
Worcester, MA
09.2021 - 12.2023
- Provide quality transportation, customer service and accommodations to individuals with special needs
Behavior Technician
Innovative Autism Connections, LLC
Remote
03.2020 - 08.2021
- Applying ABA (Applied Behavioral Analysis) while working with children on the autism spectrum. Filing pertinent data, typically on a tablet platform, de-escalating severe problematic behavior and situations while in a learning environment. Teaching mostly basic self-care and academic skills that is tailored to the individual.
Leasing Assistant
Elm Park Realty
Worcester, MA
10.2019 - 03.2020
- Marketed and assisted in managing real estate assets for property owners. Identified potential tenants, evaluated needs and showed real estate as appropriate. Managed tenant credit checks, moving-in procedures, and complaints.
Intern
Commonwealth Mortgage Lending
Westborough, MA
12.2019 - 02.2020
- Basic training with property management as well loan processing.
Housing Authority Inspector
McCright & Associates
Worcester, MA
10.2018 - 02.2020
- Conducted inspections according to local housing codes in regards to HUD standards for Section 8. Met with tenants and landlords, informing them of a pass or fail status, and reinspecting as needed. Use of tablets on the job and the software installed. Experience working with pests, potentially dangerous conditions and violations of the Section 8 housing standards. Worked with team members who filed paperwork based on inspection findings.
Carrier
Maguire Distributors
Worcester, MA
08.2018 - 10.2018
Video Repair Representative
Spectrum
Worcester, MA
02.2018 - 08.2018
- Provided knowledge and assistance to customers regarding concerns with their cable services. Customer Service is the key component of the job, as representatives may walk through step-by-step troubleshooting solutions with customers, educate them on products/services, and review billing and account information.
Hostess
Pho Dakao
Worcester, MA
11.2017 - 02.2018
- Oversaw customer interactions to enhance service experience. Collaborated with team members to maintain efficient table turnover. Managed cash handling and ensured a tidy dining environment.
Residential Instructor
ARCHway Inc.
Leicester, MA
09.2010 - 08.2017
- Assisted special needs individuals and students in enhancing quality of life, as well as provide safety and support to those served. Followed behavior plans and protocols as stated.AccomplishmentsHelped to provide guidance, learning, support, and fun.Skills UsedCommunication skills, implementation of behavior plans, coaching skills, crisis prevention, de-escalation techniques.
Education
Bachelor of Science - Psychology
Capella University
Minneapolis, MN09.2024
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Customer satisfaction measurement
- Professional telephone demeanor
- Microsoft outlook
- Call management
- Documentation
- Administrative support
- Microsoft Office Suite
- Microsoft PowerPoint
- Data collection
- De-escalation techniques
- Building rapport
- Clerical support
- Customer education
- Research
- Proofreading
- Patience and tolerance
- Teaching techniques
- Planning and coordination
- Daily living support
- Attention to detail
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent communication
- Team collaboration
- Verbal and written communication
- Adaptability and flexibility
- Decision-making
- Safety procedures
- Positive reinforcement
- Task prioritization
- Behavioral management
- Analytical thinking
- Special needs students
- Behavior modification techniques
- Life skills development
- Human rights advocacy
- Valid Driver's license
- Clean driving record
- Quality control
- Visual inspections
- Inspection reporting
- Training and mentoring
- Real estate
- Inspection protocols
- Risk management
Timeline
Customer Service Representative
Health Plans, Inc.
12.2023 - Current
Paratransit Operator
Worcester Hackney Carriage Co.
09.2021 - 12.2023
Behavior Technician
Innovative Autism Connections, LLC
03.2020 - 08.2021
Intern
Commonwealth Mortgage Lending
12.2019 - 02.2020
Leasing Assistant
Elm Park Realty
10.2019 - 03.2020
Housing Authority Inspector
McCright & Associates
10.2018 - 02.2020
Carrier
Maguire Distributors
08.2018 - 10.2018
Video Repair Representative
Spectrum
02.2018 - 08.2018
Hostess
Pho Dakao
11.2017 - 02.2018
Residential Instructor
ARCHway Inc.
09.2010 - 08.2017
Bachelor of Science - Psychology
Capella University