Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Lavanie Louissant-Smith

Oak Ridge

Summary

Customer service enthusiast with a strong passion for serving others since age 15. Find great satisfaction in seeing customers' happy faces and hearing joy in their voices when pleased with service. Enjoy bringing pleasant experiences through dedicated efforts. Firm believer in the value of offering a helping hand and grateful for the opportunity to do so in my career.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Registered Behavior Technician

Akoya Behavioral Health
12.2024 - 03.2025
  • Implemented individualized treatment plans to enhance client behavioral outcomes.
  • Conducted data collection and analysis to monitor client progress effectively.
  • Collaborated with multidisciplinary teams to ensure comprehensive care strategies.
  • Trained and mentored new technicians on behavioral intervention techniques.
  • Developed and maintained strong relationships with clients and families for better engagement.
  • Utilized behavior analysis software for accurate tracking of client behaviors and responses.
  • Adjusted interventions based on ongoing assessments to optimize treatment effectiveness.
  • Promoted positive behavior change by utilizing reinforcement strategies, token economies, and behavior contracts.
  • Improved client behavior by implementing individualized ABA therapy plans and tracking progress.
  • Prevented instances of maladaptive behavior escalation using de-escalation techniques while maintaining a safe environment for both staff members and clients alike.
  • Observed, monitored and recorded problem behaviors through accurate behavior-consequence data collection, graphs, and anecdotal notes.
  • Managed crisis situations with professionalism, ensuring the safety of all individuals involved while adhering to established protocols.

Retail Wireless Consultant

US Cellular Wireless
10.2023 - 08.2024
  • Enhanced customer experience by providing personalized wireless solutions and troubleshooting technical issues.
  • Trained and mentored new team members on product knowledge and sales techniques.
  • Implemented inventory management practices to optimize stock levels and reduce discrepancies.
  • Analyzed customer feedback to identify trends and improve service delivery processes.
  • Collaborated with cross-functional teams to execute promotional campaigns, driving increased foot traffic.
  • Utilized point-of-sale systems for accurate transaction processing and reporting of sales data.
  • Developed training materials to support ongoing staff development and improve performance metrics.

CSR - Customer Service Representative

VRG
07.2021 - 05.2023
  • Company Overview: VRG is a call center who has a Client called Fox Hills Cash which is loan company.
  • Talking to customers who have applied online through us or 3rd party companies and are approved base on what filled out.
  • I confirm all of the info via phone with customer to make sure info is correct or not, if it is then they can get the loan.
  • If it is not I have to advised the customer we cannot proceed at this time.
  • VRG is a call center who has a Client called Fox Hills Cash which is loan company.
  • Resolved customer inquiries through effective communication and problem-solving techniques.
  • Managed account updates and maintained accurate records using CRM software.

Sales Associate

Bath & Body Works
09.2022 - 01.2023
  • Cashier- Make sure customers found everything ok and ring all items in basket it up.
  • Once every item has been scanned, place all purchased items in bag and advise customer of the total.
  • If they give cash, change is given when due.
  • If credit/debit customers will run card on POS machine in front of them.
  • Once payment is complete bagged items are given to customer along with receipt.
  • Sales rep- Help customer find items if they cannot.
  • If we are out of a particular scent or size, I will show the customer another scent close to what they are looking for or show a bigger/smaller size of what we have.
  • Also let the customers the deals/sales going on in store and online.
  • Replenisher- Make sure shelves look appealing to customers as well as make sure there is enough for everyone shopping and on shelves at all times.

Dispute Resolution Specialist

Elavon
09.2020 - 07.2021
  • Decided if disputed transaction amount was to be given back or rejected based on the customer's transaction history and location of both the transactions and customer's home.
  • Waited 10 business days for pre-arb info to come back to see if there were chargeback rights or not.
  • Close case or Send letter for money back.

Car Hop/Drive Thru

Sonic Drive-In
03.2017 - 07.2021
  • As a carhop I make sure everything that needs to be taken out is on the right trays, make sure everything on the ticket is present & ready to go, take orders out, and give change back if needed.
  • As a crew member consists of a fountain, which is making all drinks & ice cream; Drive thru hands all drinks and food out, and also gives change back when due.
  • Switchboard takes all orders, upsell items, and reads orders back for clarity.

Customer Service Representative

GC Services
09.2019 - 04.2020
  • My job as a customer service representative at GC Services is to help and assist our customers in the best way possible.
  • Customer call in with questions and my job is to help solve and give answers to any questions they may have about their bills, usage, and etc.
  • As a CSR you are suppose to leave your customer satisfied and happy about their experience overall.

Education

High school or equivalent -

Austin East High/Magnet School
Knoxville, TN
05.2018

Associate of Applied Science - Cosmetology

Tennessee College of Applied Technology-Knoxville
Knoxville, TN
06-2024

No Degree - Nursing

Austin Peay State University
Clarksville, TN

Skills

  • Applied behavior analysis

  • Social skills development

  • Discrete trial training

  • Token economy systems

  • Microsoft Office

  • Microsoft Excel

  • Cash handling

  • Upselling

  • Merchandising

  • Data Entry

  • Computer Skills

  • Retail Management

  • Technical Support

  • Special Education

  • Teaching

  • Microsoft Powerpoint

  • Communication Skills (6 years)

  • Math

  • Troubleshooting

  • Assisted living

  • Home health

  • Cleaning and sanitation (1 year)

  • Heavy lifting (3 years)

  • Home care

  • Childcare

  • English

  • Early childhood education

  • Nannying

  • Toddler care

  • Dementia care

  • Infant care

  • Caregiving

  • Food preparation

  • Patient observation

  • Babysitting

  • Alzheimer's care

  • Organizational skills

  • Senior care

  • Door-to-door

  • Time Management

  • Meal Preparation

  • Special Needs

  • Customer service (6 years)

  • Customer support (6 years)

  • Home & community care

  • Busser (3 years)

Certification

Adult and Pediatric First Aid/CPR/AED certified

Timeline

Registered Behavior Technician

Akoya Behavioral Health
12.2024 - 03.2025

Retail Wireless Consultant

US Cellular Wireless
10.2023 - 08.2024

Sales Associate

Bath & Body Works
09.2022 - 01.2023

CSR - Customer Service Representative

VRG
07.2021 - 05.2023

Dispute Resolution Specialist

Elavon
09.2020 - 07.2021

Customer Service Representative

GC Services
09.2019 - 04.2020

Car Hop/Drive Thru

Sonic Drive-In
03.2017 - 07.2021

High school or equivalent -

Austin East High/Magnet School

Associate of Applied Science - Cosmetology

Tennessee College of Applied Technology-Knoxville

No Degree - Nursing

Austin Peay State University

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Lavanie Louissant-Smith