Brandi Johnston
Health Care Service Corporation
Stephenville,TX
13
years of professional experience
Experienced customer advocate with a background in healthcare, retail, and office operations. Skilled in issue research, conflict resolution, accurate documentation, and clear communication to support timely, compliant customer support.
Work History
Written Customer Advocate
7 Years 2 Months- Resolved member inquiries regarding benefits, eligibility, and claims using accurate plan interpretation.
- Documented call outcomes and case details in systems to maintain compliant records.
- Reviewed account information to identify discrepancies and correct processing errors.
- Guided members through complex healthcare processes while maintaining service quality and confidentiality.
- Supported workflow consistency by following established service protocols and escalation procedures.
- Strengthened customer satisfaction through timely follow-up and accurate case ownership.
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Conducted thorough research to provide accurate information and resolve complex issues for customers.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Explained coverage, prior authorization, and appeal procedures with clear, empathetic communication.
- Coordinated issue resolution across claims, enrollment, and provider service teams.
- Work written inquires from providers and member in a timely manner to meet all requirements.
Retail Store Manager
2 Years- Directed store operations, aligning staffing, service, and sales priorities with daily business goals.
- Coached associates on product knowledge, customer engagement, and selling techniques.
- Managed inventory controls, cycle counts, and replenishment to maintain stock availability.
- Oversaw visual merchandising standards to support brand presentation and planogram execution.
- Resolved customer concerns promptly, protecting loyalty and service quality.
- Analyzed sales trends to adjust schedules, focus selling efforts, and improve productivity.
- Monitored cash handling, POS accuracy, and loss prevention procedures.
- Trained new managers and associates on policies, store processes, and performance expectations.
- Maintained a clean and organized store appearance to enhance the overall shopping experience for customers.
Office Manager
3 Years 7 Months- Managed payroll, invoicing, and accounts payable workflows to maintain accurate office operations.
- Coordinated permitting, compliance records, and project documentation for construction teams.
- Supervised administrative staff and prioritized daily workload across estimating, billing, and scheduling tasks.
- Implemented filing and document control procedures to improve access to job records and contracts.
- Tracked purchase orders, materials requests, and office supplies to support project continuity.
- Streamlined office processes to improve efficiency across administrative and project support functions.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
Education
Cosmetology License - Cosmetology
Skills
Upselling strategies
Customer services
Data entry skills
Data entry
Educating customers
Conflict resolution
Complaint handling
Customer research
Inventory control
Multi-line phone system
Issue research
Timeline
Written Customer Advocate
Health Care Service Corporation
08.2019 - CurrentRead More
Retail Store Manager
Sally Beauty Holdings Inc.
08.2017 - 08.2019Read More
Office Manager
Alpine Construction
01.2014 - 08.2017Read More
Ranger College
Cosmetology License from Cosmetology
Read More