Behavioral Technician & Customer Service Professional
Resume:
Tyler 757-***-**** Sotaski ************@*****.***
EXPERIENCE
Butterfly Effects, Inc.,Virginia Beach, VA
Behavioral Technician
• Provided direct behavioral intervention services to children with autism spectrum disorder and other developmental disabilities.
• Understood autism spectrum disorder in addition to associated behaviors and optimum treatments.
• Exercised confidentiality and discretion to maintain HIPAA requirements.
• Engaged clients in therapeutic activities to promote social skills development.
• Identified and addressed individual problems using clinical team recommendations and solutions.
• Instructed clients in social skills training techniques such as positive reinforcement, prompting, and shaping behaviors.
• Supported clients in developing self-help skills to be able to perform activities of daily living.
• Provided crisis management when needed by utilizing de-escalation techniques such as redirection or calming strategies.
• Maintained detailed records of sessions, including progress notes, routine logs, and program updates.
Great Atlantic Companies,Virginia Beach, VA
On-Site Storage Facility Customer Service Representative 07/2024 to 10/2024
• Responded to customer inquiries via telephone, email, text, web chat, and walk-ins.
• Provided customers with the most up-to-date information to help them make well-informed rental decisions.
• Guided customers through the rental process to ensure that all necessary documents were obtained and payments were accurately processed.
• Addressed customer concerns and complaints, offering suitable solutions and alternatives, and promptly informing facility management for swift resolution.
• Recorded customer interactions, managed customer accounts, and organized documents in accordance with company procedures, guidelines, and policies.
SKILLS
• Active, empathetic listener
intent on conflict
resolution. Positive,
confident, and
solution-oriented.
• Adept at clear, persuasive
communication and
receiving/implementing
feedback.
• Adaptable to scheduling
changes as needed.
• Epitomizes the concept of
remaining calm during
challenging situations.
• Expert in Microsoft Office.
Quick typist, tech savvy,
and a quick learner.
• Always willing to lend a
helping hand while still
minding personal
deadlines.
ACHIEVEMENTS
• 2018, 2020 Geico
Chairman’s Gold Tier
Winner
• Completed GEICO
Continuing Education
Courses:
Winning Attitudes,
Diversity, Developing
Communication Skills, and
Effectively Dealing with
Change.
DOMA Technologies,Virginia Beach, VA
Claims Service Representative
05/2023 to 02/2024
• Acted as a liaison between veterans, private healthcare providers, and the Department of Veterans Affairs to obtain medical records.
• Provided authorization forms for the release of private medical records and ensured accurate data entry across various databases within the DOMA software.
• Interpreted frequent updates to VBA Private Medical Records
(PMR) work instructions and Department of Veterans Affairs forms.
• Handled protected health information (PHI) and personally identifiable information (PII) with confidentiality, adhering to HIPAA regulations while meeting productivity and quality standards.
ADP,Norfolk, VA
Customer Service Representative (Temp Position)
09/2022 to 1/2023
• Served as the primary problem solver for client challenges by addressing inquiries and providing training on ADP software through both telephone and written communication.
• Prioritized brand reputation management and customer satisfaction by fostering rapport, establishing trust, and maintaining professionalism in a metrics-driven call center environment.
• Collaborated with various business units for effective troubleshooting and continually enhanced knowledge of payroll, including compliance, operating procedures, and desktop support tools to deliver high-quality client support.
GEICO,Virginia Beach, VA
Customer Service Representative IV
09/2013 to 12/2021
• Consistently exemplified a strong track record of delivering exceptional customer service in multiple positions over eight years.
• Demonstrated expertise in addressing customer needs, establishing trust through transparent and reliable interactions, and enhancing customer satisfaction through active listening and empathetic engagement.
• Excelled in fast-paced, high-volume call center environment while dedicating downtime to expanding personal knowledge of state policies and mastering new software to consistently enhance the customer experience.
• Displayed the ability to provide training and guidance to less experienced colleagues, including exclusive, advanced teams that required delicate customer handling, such as reissue and retention. EDUCATION AND
PROFESSIONAL
DEVELOPMENT
ECPI College of
Technology
Virginia Beach, VA, and
Charlotte, NC
• Associates in Biomedical
Equipment Technology
• Diploma in Radiology
Equipment Technology
REFERENCES
Casey Fatjo, Former
Supervisor at Geico
Current CW Manager II, Project
and Data Management
Nikysha Jackson,
Former Trainer at ADP
TLM Client Support
Consultant I
Ashley Cohen, Former
Supervisor at Geico
Military Division Supervisor
Heather Delegarde,
Former Coworker at
Geico
Current Commercial Service
Specialist for Progressive
GameStop,Virginia Beach, VA
Senior Game Advisor, Store Keyholder
2007 - 2013
• Assisted store management in the supervision of all store activities and provided courteous, proactive, and engaging customer service both in person and over the phone. This included addressing inquiries and facilitating product selection, purchases, and returns.
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