BRIANNA GRAY
Posen,IL
Summary
Highly-motivated and detail-oriented professional with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively and quickly mastering new skills. Consistently sought-after for expertise in handling confidential information and communicating with clients, as well as in-depth knowledge of procedures and case preparation. Dedicated to thinking outside the box to tackle complex issues while delivering stellar customer service to clients.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Program Coordinator
Girls Like Me Project, Inc
Chicago , IL (mostly Remote)
2022.01 - Current
- Drafts communications about upcoming events or changes in policy and procedures for internal distribution.
- Manages the day-to-day operations of the program, ensuring compliance with applicable policies and regulations.
- Serves as a liaison between external organizations and partners involved in delivering programming services.
- Facilitates dialogue between participants, family and program workers to provide best possible and individualized programs.
Customer Service Representative
UCare of Minnesota
Remote
2024.01 - 2024.03
- Established rapport with callers to deliver a superb call experience without reliance upon a script in the inbound call center by utilizing knowledge base to answer inquiries from customers quickly, accurately, and effectively
- provided assistance with scheduling non emergency medical rides, and other customer service related issues.
- Ensured adherence to policies and procedures and exceeded service level expectations by following established guidelines and standards.
Customer Support Specialist
Lendio
Remote
2021.01 - 2021.03
- Reviewed loan applications to organize payroll documentation for Paycheck Protection Program
- Collaborated directly with clients to verify and obtain additional information in order to process applications to determine qualifications for loan approval
- Analyzed various tax documents for common clerical and numerical errors in addition to checking for fraud.
Data Integrity Specialist
Envoy Global
Chicago , IL
2020.01 - 2020.04
- Spearheaded Data Integrity Project by designing case review process, analyzing nearly 1,700 cases: Improved team processes by preventing data errors and increasing uniformity in processing of cases
- Collaborated with Tech Team to update legal technology platform to fit documentation and client needs
- Designed methods for tracking project in Excel and executed data cleanup measures
- Determined root cause of data quality errors and recommended long-term solutions
Concierge
The Center for Dental Excellence
Flossmoor , IL
2019.10 - 2020.01
- Began the commitment to customer service as patient first point of contact, ensuring they were warmly welcomed and received assistance from initial contact to conclusion of appointments
- Assisted with various administrative tasks such as scanning, preparing patient letters, letters for insurance, in addition to updating patient charts as needed
- Navigated EagleSoft software to confirm appointments daily
Assistant Paralegal
Fragomen
Chicago , IL
2019.01 - 2019.04
- Drafted petitions, applications, and specialized support letters detailing eligibility for immigration benefits in addition to 150+ employment and travel authorization cases from start to submission
- Gathered and maintained confidential client contact; communicating with clients throughout entirety of process to keep them abreast of the progression of their case and to answer application questions as needed
- Collaborated with various teams regularly to ensure cases were accurately and thoroughly created prior to submission
- Organized documents to manage paper and electronic filing systems of clients
- Worked alongside attorneys, administrative assistants, and fellow legal assistants on complex cases and legal processes.
Lead History Teacher
Noble Network Charter Schools
Chicago , IL
2017.08 - 2018.12
- Project Management: development of rigorous engaging project-based curriculum heavily centered in various artistic mediums for 80+ high school seniors
- Monitored performance data and student experience to determine areas in need of improved growth strategies
- Established group and one-on-one discussions with students to support their mental and emotional well-being
- Coached school's cheerleading team of 20 girls during basketball season
- Acted ethically and professionally when conversing with students and delivering lectures to be a positive role model for kids of all backgrounds
- Employed appropriate teaching methods to cater to individual educational needs of each student.
Education
Bachelor of Arts - American Studies
Carleton College
Northfield, MN06.2017
Skills
- Account Management
- Attention to Detail
- Data Entry
- Superb Verbal and Written Communication
- Teamwork and Collaboration
- Task Prioritization
- Process Improvement
- Cross-Functional Communication
- Customer Relationship Management (CRM)
- Active Listening
Technical Profile
- Microsoft Office
- Tableau
- Adobe Acrobat
- Asana
- Dropbox
- Google Drive
- Microsoft Outlook
Certification
- QPR Gatekeeper Certification
Timeline
Customer Service Representative
UCare of Minnesota
2024.01 - 2024.03
Program Coordinator
Girls Like Me Project, Inc
2022.01 - Current
Customer Support Specialist
Lendio
2021.01 - 2021.03
Data Integrity Specialist
Envoy Global
2020.01 - 2020.04
Concierge
The Center for Dental Excellence
2019.10 - 2020.01
Assistant Paralegal
Fragomen
2019.01 - 2019.04
Lead History Teacher
Noble Network Charter Schools
2017.08 - 2018.12
Bachelor of Arts - American Studies
Carleton College
- QPR Gatekeeper Certification
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