Summary
Overview
Work History
Education
Skills
Timeline
Generic

Brittney Dubose

Meridian,MS

Summary

Deliver industry-leading service to every customer with knowledgeable, friendly support. Team-oriented, responsible and successful at maintaining team efficiency while meeting all customer requirements by leveraging strong multitasking, planning and problem-solving abilities. Quick learner well-versed in the field operations and customer behaviors.

Overview

6
6
years of professional experience

Work History

Senior Customer Service Representative

Alight Solutions
Meridian, MS
02.2023 - Current
  • Resolved escalated customer complaints in a timely manner.
  • Identified trends in customer issues and provided recommendations for resolution.
  • Maintained accurate records of all customer interactions in CRM system.
  • Handled difficult situations with tact, diplomacy, and professionalism.
  • Conducted customer service training for new hires.
  • Evaluated team performance metrics against established standards on a regular basis.
  • Managed incoming calls from customers while providing exceptional service.
  • Ensured compliance with applicable laws and regulations related to customer service.
  • Educated customers about products, pricing and policies to address and resolve issues.
  • Actively participated in training sessions to stay up-to-date on changes in regulations related to insurance policies.
  • Processed new policy applications and updated existing policy documents.
  • Resolved complex claims issues with insurance carriers by researching policy language, contract provisions and regulatory requirements.
  • Managed open enrollment processes by providing guidance on available benefits and answering questions from employees regarding their options.
  • Assisted in developing communication materials for benefit-related topics such as open enrollment, wellness initiatives or changes in plan designs.
  • Ensured compliance with HIPAA privacy regulations when handling confidential information related to employee benefits programs.
  • Coordinated annual renewals for all group medical, dental, vision, life insurance policies as well as other voluntary programs such as flexible spending accounts.
  • Developed and implemented customer service protocols to ensure quality services were provided in a timely manner.

Client Service Representative

Ascensus Retirement Services
Meridian, MS
05.2022 - 01.2023
  • Adhered to all applicable laws and regulations while performing job duties.
  • Verified accuracy of data entered into company systems.
  • Demonstrated excellent listening skills and empathy towards customers' needs and concerns.
  • Managed client accounts by providing accurate data entry services.
  • Conducted detailed research into pension plans and other investment options suitable for clients' needs.
  • Resolved customer inquiries promptly and accurately by providing clear explanations about available services or products.
  • Analyzed and evaluated individual retirement accounts to maximize returns on investments.
  • Educated customers on the importance of saving for retirement through seminars, one-on-one meetings, webinars.
  • Assisted customers with installation of new hardware and software applications.

Media Services Advisor

Kelly Connect
Meridian, MS
07.2021 - 05.2022
  • Utilized remote access tools to connect remotely with customers' systems when necessary.
  • Documented all activities related to technical support including processes, updates, changes made.
  • Developed system documentation, user manuals, FAQs, troubleshooting guides.
  • Conducted research into product-related issues, identified solutions, and provided accurate information to customers.
  • Supported customers with online billing, access and account issues.
  • Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
  • Maintained up-to-date knowledge of the latest technology trends, tools, and best practices in technical support.
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.

Personal Care Assistant

Sugar Magnolia Services
Meridian, MS
05.2018 - 04.2021
  • Utilized adaptive equipment such as wheelchairs, walkers or canes as needed.
  • Ensured safety of patients by monitoring environment and responding promptly to any emergency situations that may arise.
  • Participated in recreational activities with clients such as reading books, playing cards or board games.
  • Encouraged independence by helping clients develop self-care skills such as meal preparation or personal hygiene tasks.
  • Maintained daily living standards by assisting clients with personal hygiene needs.
  • Provided ongoing compassionate patient care for each client.
  • Assisted with meal planning to meet nutritional plans.
  • Performed housekeeping duties including laundry, vacuuming, dusting, mopping floors and changing bed linens.
  • Accompanied clients to medical appointments and provided transportation services when necessary.
  • Monitored health and well-being of clients and reported significant health changes.

Education

Bachelor of Arts - English Language And Literature

Southern New Hampshire University
Manchester, NH
04-2021

Associate of Arts - Liberal Arts And General Studies

East Central Community College
Decatur, MS
05-2014

Skills

  • Conflict Management
  • Documentation Review
  • Call Control
  • Database Research
  • Escalation management
  • Account Management

Timeline

Senior Customer Service Representative

Alight Solutions
02.2023 - Current

Client Service Representative

Ascensus Retirement Services
05.2022 - 01.2023

Media Services Advisor

Kelly Connect
07.2021 - 05.2022

Personal Care Assistant

Sugar Magnolia Services
05.2018 - 04.2021

Bachelor of Arts - English Language And Literature

Southern New Hampshire University

Associate of Arts - Liberal Arts And General Studies

East Central Community College

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Brittney Dubose