Branden Pettie
Spring,Tx
Summary
- Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in the field roles with high-volume customer demands. Addressed high-level customer complaints and corporate escalations, ensuring prompt resolution and maintaining strong business relationships.Worked with dissatisfied customers and internal stakeholders to identify root causes, provide tailored solutions, and follow up to ensure a positive outcome.
Overview
17
17
years of professional experience
Work History
Customer Care Rep
Elevance Health
Houston, Tx
05.2023 - 02.2024
- Assisting Medicaid members with pcp changes and resources for care, updating personal information, claim status and prior authorization status
- Pharmacy benefits, claims and payments
- Answered customer inquiries over the phone and via email.
- Built sustainable relationships of trust through open communication with customers.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
- Investigated customer complaints and identified root cause of the issue.
- Documented detailed reports of all escalations and resolutions.
- Monitored ongoing escalations for resolution progress.
Title Clerk
Vroom Automotive
Houston, Tx
03.2022 - 11.2022
- Reviewed and processed incoming documentation to assist with the transferring of titles for company and customers
- Verified information to ensure quality of incoming documents and route to appropriate departments.
- Answered incoming phone calls, emails and tickets escalated to the team.
- Assisted customers with technical issues that were not solved by lower-level support.
Customer Care Rep
Asurion
Houston, Tx
03.2019 - 11.2021
- Assisted customers with filing insurance claims for their electronic devices
- Responsible for submitting claims and providing the appropriate documentation to assist with the claim process
- Provide the customers with claim status updates as well as shipping information.
Catering Coordinator
Jason's Deli
Houston, Tx
01.2017 - 09.2019
- Oversight of all catering orders, inventory, delivery and control of food and beverage requirements including alcohol, sanitation and safe-serve certifications
- Provided corporate catering for events including venue design and set-up.
- Developed menus based on client preferences and budget constraints.
- Oversaw the setup of catering areas including tables, chairs, linens, décor.
- Monitored food preparation activities to ensure quality control standards were met.
Asst Bakery Manager
Panera Bread
Houston, Tx
07.2014 - 01.2016
- Oversight of all baking, inventory and control of food and beverage requirements including alcohol, sanitation and safe-serve certifications
- Provided corporate catering for events including venue design and set-up
- Managed staff of 10-15 individuals.
Data Entry Clerk
Health and Human Services
Houston, Tx
08.2007 - 11.2010
- Responsible for entering state provided applications for food and medical benefits
- Assigned appointments to case workers
- Notified clients of updates and renewal information
- Assisted in call center atmosphere to assist clients with questions or information regarding their benefits.
- Ensured compliance with all relevant rules and regulations governing data entry activities.
- Utilized specialized software applications related to the job role.
- Collaborated with other departments to resolve issues regarding incorrect data entries.
Education
Associate of Science - Business Administration And Management
Texas Woman's University
Denton, TX08-2026
High School Diploma -
North Shore Sr High
Houston, Tx05.2004
Skills
- Customer Service
- Payment Processing
- Email correspondence
- Data Entry
- Database Research
- Appointment Scheduling
- Product Education
- Customer Relations
- Problem Resolution
- De-escalation techniques
- CRM Software
- Order Processing
- Inbound Customer Service
- Documentation And Reporting
- Call Documentation
- Complaint handling
- Customer relationship management
- Conflict mediation
- Stress management
- Time management
- Customer relations
- Verbal and written communication
Timeline
Customer Care Rep
Elevance Health
05.2023 - 02.2024
Title Clerk
Vroom Automotive
03.2022 - 11.2022
Customer Care Rep
Asurion
03.2019 - 11.2021
Catering Coordinator
Jason's Deli
01.2017 - 09.2019
Asst Bakery Manager
Panera Bread
07.2014 - 01.2016
Data Entry Clerk
Health and Human Services
08.2007 - 11.2010
Associate of Science - Business Administration And Management
Texas Woman's University
High School Diploma -
North Shore Sr High