Brandi Abbott
Hilliard,OH
Summary
Customer Service Representative bringing top-notch written communication skills in active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors and understanding customer desires by providing customized solutions to build loyalty.
Overview
11
11
years of professional experience
Work History
Customer Service Product Expert
Intuit, Turbo Tax
Hilliard
07.2024 - 09.2024
- Help customers navigate tax software without providing tax advice
- Guided customers through QuickBooks tax software functionalities, resulting in a 25% increase in customer satisfaction ratings and a 15% reduction in time-to-resolution for support queries
- Provided in-depth training sessions on QuickBooks reporting tools, enhancing clients' financial analysis capabilities and contributing to a 30% improvement in reporting accuracy and efficiency.
Customer Service Advocate
Aetna, a CVS Health Company
Remote
08.2021 - 11.2023
- Increased customer satisfaction scores by 25% within six months by effectively resolving 150+ inquiries weekly, utilizing CRM software to track and manage interactions
- Achieved a 95% customer satisfaction rate by resolving complex service issues within an average of 4 minutes per call.
Patient Care Associate (PCA)
The Ohio State University
Columbus
10.2015 - 05.2017
- Provide or assist with basic care or support under the direction of onsite licensed nursing staff
- Perform duties such as monitoring of health status, feeding, bathing, dressing, grooming, toileting, or ambulation of patients in a health or nursing facility
- Recorded temperature, blood pressure, pulse, or respiration rate as directed by medical or nursing staff.
- Supported needs of 10 plus residents under long-term care.
Medical Assistant
Ohio Health
Columbus
04.2013 - 10.2014
- Assisted physicians with patient care
- Also, some responsibilities include routine clinical duties as well as administration
- Assisted in clinical procedures and patient examinations, contributing to a 15% increase in patient satisfaction scores by efficiently managing patient flow and utilizing electronic medical records (EMR) systems.
Skills
- Customer service skills, strong communication skills, reliable attendance, ability to work overtime as needed
- Product Support Liaison
- Critical Thinking
- Multitasking Abilities
- Active Listening
- Professionalism
Timeline
Customer Service Product Expert
Intuit, Turbo Tax
07.2024 - 09.2024
Customer Service Advocate
Aetna, a CVS Health Company
08.2021 - 11.2023
Patient Care Associate (PCA)
The Ohio State University
10.2015 - 05.2017
Medical Assistant
Ohio Health
04.2013 - 10.2014
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