Summary
Overview
Work History
Education
Skills
Timeline
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Britainny Hollaway

Dearborn Heights,MI

Summary

Highly organized and detail-oriented professional with a strong ability to manage and prioritize multiple projects with exceptional accuracy. Dedicated to advancing my skills and proficiency in utilizing various systems. Committed to contributing to the growth and success of the organization as well as eager to continue my professional development within the Human Resources field.

Overview

22
22
years of professional experience

Work History

HR Rep I

Trinity Health
06.2022 - Current
  • Answer colleagues' telephone calls regarding healthcare benefits, open enrollment. Respond to questions about Paid time off (PTO), paycheck discrepancies, tuition reimbursement and inquiries.
  • Make outbound follow up calls to colleagues, along with incoming chat inquiries
  • Responded to colleague inquiries, questions and complaints and guided and directed employee relations issues to other supporting areas.
  • Member of employee engagement team. Working knowledge of internet explorer, Microsoft outlook, Kronos and Workday programs.
  • · One of the two head people over the NEIA project. Working closely with local HR within North East IOWA Trinity Health Facilities assisting colleagues with benefit questions and enrollment.
  • Processing benefit events including employment status changes as well as qualified life events.
  • Monitoring all documents submitted for dependent verification as well qualified life event to be sure IRS Section 125 Guidelines are upheld
  • A part of the team to go onsite to MercyOne in Des Moines, IA to assist in the transition and assist colleagues with benefits as well as address their needs and concerns

Front Desk Tax Receptionist (Seasonal)

National Tax Services
01.2002 - Current
  • Attend to and manage the schedules of the four tax preparers in office
  • Demonstrate excellence in attitude and communication when greeting clients to determine the nature and needs of their visit
  • Answer phone calls and emails assisting clients with questions regarding tax preparation as well as direct all incoming calls correctly if need be
  • Create and maintain confidential employee and client profiles within a tax-wise database
  • Ensured that all client information was entered into tax database correctly
  • Open, sort, and scan all incoming correspondence in various mediums including email, fax, and drop offs
  • Taking a posting payments in Excel and Tax-Wise - handling cash, check, credit cards, and wires
  • Closer/Key Holder - Last person out at night
  • Responsible to have all files for the next day scanned in the system and all appointment files together and left on the desk of the preparer with date and time of appointment present
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.

Client Service Representative

ASK Services Inc
01.2021 - 04.2022
  • Review chain of title for residential and commercial properties
  • Review title searches to assist in answering questions
  • Serve as liaison between clients and staff researchers
  • Facilitate and maintain relationships between ASK Services and our independent vendors
  • Follow up on late orders
  • Monitor and respond to vendor inquiries that filter to our ASK CS/VM email inbox or tickets assigned to the CS Dept
  • Negotiating fees
  • Coordinated with operations staff to resolve service problems and boost client satisfaction.

Executive Client Care Specialist

Quicken Loans
10.2019 - 08.2020
  • Communicate effectively with all clients using email, telephone and fax
  • Quickly and efficiently review, explain, and obtain all client conditions required throughout the loan process
  • Learning investor guidelines, lending policies, and the required documentation, policy and procedures
  • Assess and understand underwriting conditions in order to communicate them to clients
  • Applying knowledge and judgment to detailed loan analyses to offer effective alternatives
  • Maintain professional communication with clients, vendors, underwriters and mortgage bankers
  • Maintain high energy and work calmly and efficiently in a fast-paced environment
  • Review all documents submitted to confirm suffice the conditions request
  • Familiar/work with Jumbo loans, VA loans, Conditional, Refinance and Purchasing Loans
  • Be the voice for not only the client but the other departments who are not client facing
  • Being able to communicate concerns of the client as well as communicate in detail things need to move forward in the loan process
  • Managing multiple duties, while building rapport and providing the client a pleasant experience during the process

Ascension Connect Representative

Ascension Michigan
05.2017 - 10.2019
  • Respond to inbound telephone inquiries from patients seeking information and/or resources, following a set standard
  • Collect relevant caller data to assist with measurement, tracking and reporting activities
  • General clerical duties
  • Provide physician referrals and make appointments for readmission and new patients, handle phone calls and triage appropriately and handles codes for all hospitals
  • Facilitates all outpatient diagnostic scheduling appointments for health system
  • One of three participants in a Health Care Specialist pilot program that has now been launched
  • Nationwide
  • Personally worked hand in hand on site at three different hospitals locations
  • Utilizing the ECHO system, reviewing patients charts via FIRSTNET, ATHENA, EPIC and CERNER
  • Verifying insurance details with hospital staff
  • Also, performed in conjunction with ER Staff to assist patient in getting follow-up care scheduled before discharged on an in-person basis
  • One of three on the concierge team - handle incoming referrals in a timely matter
  • Contact the patient to schedule them with the specialist their PCP referred
  • Obtain their availability and schedule on their behalf
  • Trained incoming associates on all systems currently in use in the call center

Member Service Representative

PSCU
09.2014 - 06.2017
  • Respond to incoming cardholder, credit union and all Contact Center Representatives' inquiries involving credit/debit cards and disputes and handle escalation calls
  • Process credit union and cardholder callback requests to include verifying, disseminating or requesting information; act as liaison between cardholders and credit unions and the Disputes Department
  • Communicate cardholder trends and training opportunities to management
  • Process time sensitive Lost/Stolen fax reports in a timely manner
  • Maintain thorough knowledge of MasterCard and Visa chargeback regulations
  • Coordinate research activities or Contact Center issues as required with other PSCU departments and member credit unions
  • Maintain core competency by taking inbound product calls on a regular basis
  • Assist in reviewing and processing dispute and CIMS work-case queues to assure production standards are met
  • Review, process or close work-cases, as appropriate and serve as overflow backup by answering direct inbound calls
  • Perform all miscellaneous duties as assigned
  • Process and respond to cardholder inquiries utilizing multiple systems to provide information on accounts while answering every call with professionalism and accuracy.

GM Account Data Clerk/route Management

Randstad
07.2013 - 07.2014
  • Track trailer trucks from suppliers to the General Motor Plants
  • Send out emails to Plant Managers every 45 minutes updating the whereabouts of the truck and their load
  • Track trailers when crossing the Mexican boarder into the United States and when cleared by customs
  • Multi-task between computer and conference calls between driver and plant managers
  • Verified transactions, product orders and shipping dates and entered information into databases and reports.
  • Provided quality clerical support through data entry, document management as well as email correspondence
  • Reported any issues to delivery to General Motor Plants through LMS to the Plant Managers
  • Use LMS, Lotus Notes, Same-Time, Multi-phone lines.

Collection Representative

CBCS
03.2010 - 03.2012
  • Handling confidential information; Record information about financial status of customers and status of
  • Overcoming objections and problem solving
  • Continuous training to follow current and new laws of the FDCPA
  • Meeting team and individual goals daily, monthly, and yearly
  • Obtained patient insurance information, validate insurance payments and adjustments
  • Worked in call center environment handling inbound and automatically dialed outbound calls.
  • Processed payments and applied to customer balances.
  • Negotiated to collect balance in full.
  • Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.

Education

ASSOCIATES - LIBERAL ARTS

Wayne County Community College District
Detroit, MI

HIGH SCHOOL DIPLOMA - undefined

REGINA HIGH SCHOOL
Harper Woods, MI

Skills

  • Multi-line Phone Systems
  • Microsoft Office - Word, Excel, Outlook, Powerpoint
  • Insurance Verification
  • Cerner
  • Epic
  • Workday
  • Alight Worklife
  • Medical & Diagnostic Scheduling
  • Medical Records

Timeline

HR Rep I

Trinity Health
06.2022 - Current

Client Service Representative

ASK Services Inc
01.2021 - 04.2022

Executive Client Care Specialist

Quicken Loans
10.2019 - 08.2020

Ascension Connect Representative

Ascension Michigan
05.2017 - 10.2019

Member Service Representative

PSCU
09.2014 - 06.2017

GM Account Data Clerk/route Management

Randstad
07.2013 - 07.2014

Collection Representative

CBCS
03.2010 - 03.2012

Front Desk Tax Receptionist (Seasonal)

National Tax Services
01.2002 - Current

ASSOCIATES - LIBERAL ARTS

Wayne County Community College District

HIGH SCHOOL DIPLOMA - undefined

REGINA HIGH SCHOOL

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