Summary
Overview
Work History
Education
Skills
Timeline
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Brandi Mack-Gross

Lewisville,TX

Summary

To obtain a position where my diverse skills and work related experience can be effectively utilized in a professional work environment.

Overview

12
12
years of professional experience

Work History

Claims Associate

State Farm
06.2023 - Current
  • Worked productively in fast-moving work environment to process large volumes of claims.
  • Maintained up-to-date knowledge of industry regulations, ensuring compliance in all aspects of claims handling.
  • Improved team performance by providing ongoing training and support for Claims Associates on best practices and procedures.
  • Managed high-volume claim caseloads, ensuring accurate documentation and adherence to company policies.
  • Provided exceptional customer service by addressing inquiries promptly and resolving issues professionally.
  • Developed positive relationships with clients, fostering trust and open communication during the claims process.

Customer Service Agent

United Healthcare
04.2019 - 06.2023
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Utilized strong problem-solving skills to quickly identify and address customer issues.
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Addressed customer account discrepancies and concerns.

Customer Service Agent

Chuck E Cheese
07.2016 - 02.2019
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Senior Collector

Nova 1 FICO
01.2013 - 07.2016
  • Managed a portfolio of high-value accounts, successfully negotiating settlements to reduce losses for the organization.
  • Collaborated with cross-functional teams to develop comprehensive solutions for complex accounts and high-risk clients.
  • Improved customer retention through compassionate communication and negotiating mutually beneficial payment plans.
  • Maintained strict compliance with federal regulations, ensuring the protection of consumer rights and upholding ethical practices within the organization.
  • Evaluated credit risk profiles of potential customers to inform lending decisions and minimize future delinquencies or defaults.
  • Established strong working relationships with clients by demonstrating empathy, professionalism, and commitment to finding mutually satisfactory resolutions.

Education

Associate of Applied Science - Information Technology

University of Phoenix
Tempe, AZ
09.2005

GED -

Lamar High School
Arlington, TX
06.2002

Skills

Claims Processing

Claims

Claims Investigation

Policy Interpretation

Microsoft Office

Insurance Claims Review

Customer Service

Excellent Communication

Organizational Skills

Computer Proficiency

Professionalism

Billing Software

Timeline

Claims Associate

State Farm
06.2023 - Current

Customer Service Agent

United Healthcare
04.2019 - 06.2023

Customer Service Agent

Chuck E Cheese
07.2016 - 02.2019

Senior Collector

Nova 1 FICO
01.2013 - 07.2016

Associate of Applied Science - Information Technology

University of Phoenix

GED -

Lamar High School

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Brandi Mack-Gross