Summary
Overview
Work History
Education
Skills
Volunteer Experience:
Timeline
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Brandi Bunch

Augusta,Georgia

Summary

An accomplished Customer Service Specialist with over 5 years of diversified experience. Renowned for seamlessly combining profound expertise in Customer Satisfaction with specialized training in Healthcare relations, technology, and Insurance Knowledge. Adept at troubleshooting complex issues and providing concise solutions, with a proven track record of De-Escalation and building rapport with customers. Aspires to leverage extensive skillset to create memorable, lasting customer experiences and contribute to a team that prioritizes exceptional service. Knowledgeable and dedicated customer service professional with extensive experience in the Healthcare industry. Solid team player with an outgoing, positive demeanor. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic, and results-oriented with an exemplary passion for developing relationships, cultivating partnerships, and finding a company where one can grow and thrive.

Overview

3
3
years of professional experience

Work History

Resolution Coordinator ll

Walmart
07.2023 - 10.2023
  • Cross-trained in both merchandise management and payments, showcasing adaptability and multidisciplinary proficiency
  • Spearheaded backend operations, managing both calls and emails concurrently to address stock and merchandise inquiries
  • Navigated complex issues ranging from overstock/under-stock concerns, and replenishment strategies, to modular (shelving) adjustments
  • Recognized by management as working within the most challenging department, mastering the continuous influx of new and changing information
  • Demonstrated exceptional learning agility, consistently adapting to ever-evolving merchandise dynamics and ensuring smooth operations.

Technical Advisor

Conduent
07.2022 - 12.2022
  • Cross-trained in both merchandise management and payments, showcasing adaptability and multidisciplinary proficiency
  • Spearheaded backend operations, managing both calls and emails concurrently to address stock and merchandise inquiries
  • Navigated complex issues ranging from overstock/under stock concerns, and replenishment strategies, to modular (shelving) adjustments
  • Recognized by management as working within the most challenging department, mastering the continuous influx of new and changing information
  • Demonstrated exceptional learning agility, consistently adapting to ever-evolving merchandise dynamics and ensuring smooth operations.

Unemployment Claims Specialist

Eteams/Accenture
08.2021 - 04.2022
  • Streamlined unemployment claims process by implementing efficient case management strategies
  • Orchestrated seamless policy and claim recordings, ensuring data precision
  • Conducted thorough research on claimants' backgrounds, validating information to minimize fraudulent activity risks
  • Enhanced customer satisfaction by resolving complex claim issues promptly and professionally
  • Maintained up-to-date knowledge of federal and state regulations governing unemployment insurance programs, ensuring compliance at all times
  • During COVID-19 Pandemic, while Pandemic Unemployment was being dispersed, often took over 100+ calls per day as the state as a whole was taking over 24,000+ calls per hour during thepeak of the pandemic
  • Was on the highest performing team on the project and got selected to come off phones and work backend work for claims involving fraudulent document training such as Fraudulent IDs, tax returns, Pay stubs, and Passports.

Medicare Customer Service Representative

Conduent
11.2020 - 03.2021
  • Managed high call volume during peak seasons, emphasizing efficient and effective communication
  • Educated patients on varied payment methodologies, ensuring clarity and transparency
  • Ensured timely and appropriate redressal of client concerns, bolstering satisfaction levels
  • Upheld the strictest confidentiality standards, safeguarding critical patient records
  • Streamlined claim processing for quicker reimbursements, diligently reviewing submitted documentation
  • Enhanced customer satisfaction by efficiently addressing and resolving Medicare-related inquiries
  • Provided exceptional support to Medicare beneficiaries, guiding them through coverage options and plan details
  • Improved call center performance by consistently maintaining a high level of professionalism and productivity
  • Managed a high volume of inbound calls, adeptly navigating multiple systems while maintaining focus on customer needs.

Education

Diploma Program -

Harlem High School
Harlem, Ga
05.2014

Skills

  • Assertiveness
  • Problem Solving
  • Attention to Detail
  • Interpersonal Skills
  • Customer Service
  • Analytical Skills
  • Stress Management
  • Complaint Handling
  • Medicare Knowledge
  • Data Entry Proficiency
  • Policy Understanding
  • Telephone Etiquette
  • Critical Thinking
  • Conflict Resolution
  • Payment Collection and Processing
  • Records Management
  • Insurance Billing Procedures
  • Patient Relations
  • Phone and Email Etiquette
  • Medical Records Maintenance
  • Understanding of Medical Terminology
  • Understanding of Medical Ethics
  • Medical Billing
  • Unemployment Law Knowledge
  • Claims Processing
  • Fraud Detection
  • Active Listening
  • Record Keeping
  • Microsoft Office Proficiency
  • Fraud Investigation
  • Eligibility Determination
  • Application Support
  • Payment Collection
  • Types 50 WPM
  • Policy Interpretation

Volunteer Experience:

CNA/Medical Office Assistant Training: Sept/2013-May/2014
Did clinicals/Volunteer work in Lake Crossing Nursing home from 09/2013-12/2013 and Doctors Hospital of Augusta from 01/2014-05/2014. While volunteering at the nursing home, we did hands on CNA training, assisted patients in the nursing home with everyday tasks alongside the CNAs.  While volunteering at Doctors Hospital, we worked in the burn unit and children's unit. We took patients vital signs and reported back to the nurses station, served patients their lunch/dinner, helped make/remake patients beds, sometimes assisted them to the bathroom, etc. On days we didn't go/was unable to go to the facilities we stayed in class and EXTENSIVELY studied medical laws/terminology for State Testing that May.
(Since I was training to be a Medical Office Assistant I got more specialized training on what I would need to know as a MOA vs a CNA)

Timeline

Resolution Coordinator ll

Walmart
07.2023 - 10.2023

Technical Advisor

Conduent
07.2022 - 12.2022

Unemployment Claims Specialist

Eteams/Accenture
08.2021 - 04.2022

Medicare Customer Service Representative

Conduent
11.2020 - 03.2021

Diploma Program -

Harlem High School

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Brandi Bunch