Brandazia Pressley
Paterson,NJ
Summary
Experienced with remote customer support, proficient in managing inquiries and resolving issues promptly. Utilizes effective communication and technical skills to provide seamless user experiences. Knowledge of customer relationship management tools and best practices to ensure client satisfaction and operational efficiency.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Amazon
Paterson, NJ
01.2021 - 04.2023
- Developed and implemented process improvements to enhance service delivery and customer satisfaction.
- Collaborated with cross-functional teams to escalate complex issues and ensure timely resolutions.
- Utilized CRM software to document interactions, track customer feedback, and analyze trends.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
Patient Care Coordinator
Right At Home
Edge Water, NJ
02.2020 - 04.2023
- Assisted in developing patient care plans, ensuring compliance with healthcare regulations.
- Maintained accurate patient records using electronic health record systems for improved data management.
- Monitored patient progress and updated care plans as needed to ensure quality outcomes.
- Trained new staff on office procedures and best practices for patient interaction and support.
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Delivered excellent patient experiences and direct care.
- Coordinated with insurance companies for accurate billing and claim processing, reducing errors and financial discrepancies.
- Communicated effectively with patients regarding treatment options and follow-up procedures.
- Facilitated communication between patients and medical staff, enhancing overall patient experience.
- Completed all PA's via CMM
Customer Service Representative
Sutherland Global Services
Clifton, NJ
04.2019 - 03.2020
- Assisted patients with inquiries regarding insurance benefits and coverage options.
- Managed appointment scheduling and ensured accurate patient record updates within the system.
- Collaborated with healthcare providers to resolve patient issues and enhance service delivery.
- Educated patients on healthcare services, procedures, and policies to improve understanding.
- Supported billing processes by verifying patient information and addressing discrepancies promptly.
- Utilized electronic health record (EHR) systems to track patient interactions and maintain data integrity.
- Responded effectively to customer complaints, ensuring resolution in a timely manner.
- Conducted follow-up calls to assess patient satisfaction and gather feedback for service improvement.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
Corporate Office Manager
Sutherland Global Service
Clifton, NJ
04.2019 - 03.2020
- Streamlined office operations to enhance efficiency and productivity across departments.
- Coordinated communication between executives and staff, ensuring clarity in organizational objectives.
- Implemented administrative procedures that improved workflow consistency and reduced turnaround times.
- Oversaw budget management processes, optimizing resource allocation for various projects.
- Ensured smooth corporate communication, coordinating meetings, conferences, and events.
- Oversaw human resources functions including recruitment, onboarding, benefits administration, and employee relations.
Call Center Representative
Geico
Paterson, NJ
08.2016 - 01.2018
- Trained new team members on call handling procedures and customer service best practices.
- Managed high-volume inbound calls to resolve customer inquiries and issues efficiently.
- Led initiatives aimed at reducing response times and improving overall operational efficiency within the team.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
Call Center Representative
Humana
Paterson, NJ
06.2015 - 01.2018
- Managed high-volume inbound calls, addressing patient inquiries and concerns efficiently.
- Coordinated appointment scheduling, ensuring optimal patient flow and resource allocation.
- Maintained accurate patient records in electronic health record systems, enhancing data integrity.
- Collaborated with healthcare providers to resolve patient issues promptly and effectively.
- Implemented process improvements that streamlined call handling procedures, increasing overall efficiency.
- Trained new staff on call center protocols and customer service best practices.
Customer Service Representative
Progressive Automotive Systs
Paterson, NJ
06.2013 - 09.2015
- Assisted customers with inquiries and resolved issues through effective communication.
- Resolved customer inquiries regarding policy details and claims processing, ensuring accurate information delivery.
- Assisted clients with online account management and navigation of insurance platforms, enhancing user experience.
- Coordinated with underwriting teams to expedite policy approvals, improving turnaround times for customers.
- Mentored junior representatives on best practices in customer service and effective communication techniques.
- Led training sessions for staff on new software tools, increasing team proficiency and productivity levels.
- Analyzed customer feedback data to identify service improvement opportunities, driving operational enhancements.
- Developed comprehensive FAQs and resource guides for customers, streamlining support processes and reducing response times.
Education
High School Diploma -
Manchester Reginal HS
Haledon, NJAssociate of Arts - Pharmacy Technician
BCC
Dublin06-2015
Associate of Arts - ECE
BCC
Dublin, NC05-2015
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Microsoft Excel
- Complaint resolution
- Complaint handling
- Conflict resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Follow-up skills
- Scheduling
- Appointment scheduling
- Paperwork processing
- Product knowledge
- Documentation
- Administrative support
- Microsoft Office Suite
- Microsoft PowerPoint
- Data collection
- Staff training
- Prioritization
- De-escalation techniques
- Clerical support
- Live chat support
- Dispute resolution
- Customer education
- Multi-line phone talent
- Coordination
- Assertiveness
- Order fulfillment
- Office equipment proficiency
- Staff education and training
- Conflict mediation
- Proofreading
- Work From Home
Timeline
Customer Service Representative
Amazon
01.2021 - 04.2023
Patient Care Coordinator
Right At Home
02.2020 - 04.2023
Customer Service Representative
Sutherland Global Services
04.2019 - 03.2020
Corporate Office Manager
Sutherland Global Service
04.2019 - 03.2020
Call Center Representative
Geico
08.2016 - 01.2018
Call Center Representative
Humana
06.2015 - 01.2018
Customer Service Representative
Progressive Automotive Systs
06.2013 - 09.2015
High School Diploma -
Manchester Reginal HS
Associate of Arts - Pharmacy Technician
BCC
Associate of Arts - ECE
BCC