Experienced Remote Call Center & ABA Support
Resume:
Dutchess Dukes
Remote Position
***************@*****.***
Houston, TX
Authorized to work in the US
Summary
Motivated and results-driven call center professional for 10+ years of experience delivering outstanding support in high volume environments. Proven ability to manage multiply phone lines, adhere to average handle time (AHT) targets and maintain high customer satisfaction ratings. Work experience
• Registered Behavior Technician (RBT) WFH
Action Behavior Centers - ABA Therapy for Autism • Houston, TX March 2023 to February 2026
Follow specific protocols for skill acquisition (e.g., teaching communication, social, and daily living skills) and behavior reduction. Accurately record behavioral data and monitor progress to help guide treatment adjustments. Applied Behavior Analysis (ABA) therapy to clients, typically children, by implementing behavioral plans designed by a Board Certified Behavior Analyst
(BCBA) via video conferencing. Key duties include delivering direct, remote 1:1 instruction, collecting digital session data, providing caregiver training.
• Dispatcher
Monroe school of transportation • Rochester, NY
September 2020 to June 2022
Utilizing two-way radios to communicate with drivers and handling phone calls from parents and school officials. Maintaining records of routes, mileage, and driver timesheets.
• Customer Service Representative
Excellus BlueCross BlueShield • Rochester, NY
October 2019 to October 2023
Worked in a call-center setting taking payments from Excellus members via checking account debit or creditcard, answered Medicaid Medicare and essential plan questions, resolve customer complaints via phone, email, or mail and use telephones to reach out to customers and verify account information.
• Remote Claims Examiner
4 Corner • Rochester, NY
February 2009 to February 2013
2009-2013
Contact providers and case management company for information regarding problem claims. Print/mail EOBs and claim forms requested by providers and insured members. Assist with audits for assigned group. Assist with claims processing and over specific for new or backlogged groups. Effectively manages a caseload of 110 to 150 workers’ compensation files, including very complex claims.
• Customer Service Representative
Sutherland Global Services • Rochester, NY
2013 to 2014
Provide product support to customers via telephone in a call center setting Develop and prepare tracking reports to document results Utilize Sutherland Global Services customer management software the primary point of contact for customer support, handling inbound/outbound calls, emails, or chats to resolve queries, process orders, and manage complaints. We use CRM software to provide efficient service, maintain high satisfaction scores, and follow company procedures. Key skills include active listening, conflict resolution, and technical proficiency.
• Personal Care Aide (PCA)
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