AUNDREA BROWN
Lake City,SC
Summary
Resourceful Customer Care Analyst specializing in effective communication and problem-solving strategies. Demonstrated ability to enhance customer experience through strong organizational skills, active listening, and adaptability in diverse situations. Committed to productive teamwork and independent decision-making in fast-paced environments.
Overview
3
3
years of post-secondary education
8
8
years of professional experience
Work History
CUSTOMER CARE ANALYST
Alvata Co. LLC
10.2023 - 03.2026
- Collected and analyzed customer data to resolve issues while answering calls, typing, processing documents, and maintaining records; monitored key performance indicators (KPIs) like response times, resolution rates, and customer satisfaction scores.
- Documented service issues and updated case notes to enhance accuracy of customer records.
- Reviewed account details to verify eligibility and ensure accurate billing and service information.
CUSTOMER CARE ANALYST
Express Care Solutions
Kingstree, SC
01.2020 - 09.2023
- Consistently demonstrate impeccable customer service
- Achieved daily performance targets by consistently monitoring and adjusting work processes.
- Meet Daily performance expectations
- Established and managed customer accounts, handling inbound calls for disability and absence claims from vendors.
- Analyzed customer cases for Express Care Solutions, utilizing CRM and ticketing systems to enhance case resolution.
- Coordinated with internal teams to address and resolve complex customer concerns effectively.
HEALTHCARE CSR
Sykes Enterprise LLC
Kingstree, South Carolina
05.2018 - 10.2020
- Established active customer accounts to facilitate seamless access to services.
- Maintain electronic records and databases, updating and correcting information.
- Verify Medical Authorizations / Referrals
- Assist member with insurance enrollment based upon needs
- Adhere to HIPAA requirements to safeguard patient confidentiality
- Assisted members with insurance enrollment tailored to individual needs.
- Verified medical authorizations and referrals for patient services.
Education
HS DIPLOMA -
LAKE CITY HIGH SCHOOL
Lake City, SC 08.2011 - 01.2015
Skills
- Customer Issue Resolution
- CRM expertise
- Case documentation
- Authorization management
- Insurance eligibility
- Process Improvement
- Successful project management
- Project prioritization
- Critical Thinking
- Problem solving
- Account management
- Sales
- Strategic and social selling
- Attention to detail
- Team collaboration
- Strong interpersonal skills
- Ability to work independently
- Ability to plan, initiate
- Empathy and patience
Timeline
CUSTOMER CARE ANALYST
Alvata Co. LLC
10.2023 - 03.2026
CUSTOMER CARE ANALYST
Express Care Solutions
01.2020 - 09.2023
HEALTHCARE CSR
Sykes Enterprise LLC
05.2018 - 10.2020
HS DIPLOMA -
LAKE CITY HIGH SCHOOL
08.2011 - 01.2015