Brandi Jones
Hayward,CA
Summary
Customer-focused Customer Service Agent known for high productivity and efficient task completion. Possess specialized skills in problem-solving, communication, and conflict resolution. Excel in active listening, empathy, and adaptability, ensuring positive interactions and customer satisfaction. Committed to leveraging these abilities to contribute positively to team goals and enhance customer experiences.
Overview
25
25
years of professional experience
2022
2022
years of post-secondary education
Work History
Customer Service Agent
Sutter Health
09.2025 - Current
- Handle a high volume of inbound calls from patients and healthcare providers while maintaining professionalism and accuracy
- Assess caller needs, determine urgency, and route calls or requests to the appropriate department or personnel
- Enter and update detailed call information in secure computer systems while speaking with callers
- Follow established protocols, policies, and confidentiality standards (HIPAA) at all times
- De-escalate frustrated or distressed callers using active listening, empathy, and clear communication
- Maintain focus and productivity in a remote work environment while meeting performance and quality standards
- Use multiple computer systems and communication tools simultaneously to resolve issues efficiently
- Adhere to strict attendance, reliability, and performance metrics
- Collaborate with supervisors and team members through virtual communication tools
Delivery Driver
Spark Delivery / Walmart Inc
Roseville, California
05.2024 - Current
- Delivered packages efficiently across designated routes daily.
- Accurately process in store shopping orders
- Communicated effectively with customers regarding delivery status and issues.
Office Manager
Dr Ambus
Burlingame, CA
09.2019 - 05.2024
- Manage daily operations to maintain compliance with established procedures and protocols.
- Coordinate patient check-in/out, insurance verification, appointment scheduling, and financial transactions.
- Answer multi phone lines, excellent customer service skills
- Administer insurance claims processing and accounts receivable, including collections and payment postings.
- Implement corrective actions for operational improvements and enforce HIPAA compliance and office policies.
- Oversee administrative tasks such as supply ordering, office opening/closing, daily deposit and management report analysis.
Regional Billing Coordinator
Access Dental
Sacramento, CA
01.2001 - 01.2018
- Processed insurance and customer payments, including cash, checks, and credit card transactions, ensuring accurate recording and financial tracking.
- Answer calls for 22 dental offices, able to multi task in fast pace environment, excellent customer service skills
- Managed collections and outstanding debts, analyzing customer payment plans and credit histories to devise effective resolution strategies.
- Generated and distributed bi-monthly accounts receivable reports, facilitating timely bill reminders and statement issuance to patients.
Education
State of California High School Equivalency Certificate
Sacramento, CAPersonal Development -
Barbizon School of Modeling
Las Vegas, NV01.1996
Skills
- Emergency call triage and escalation
- High-volume call handling
- Calm communication in high-stress situations
- Multisystem navigation and multitasking
- Accurate real-time documentation
- Protocol and confidentiality compliance
- Incident coordination and teamwork
- Reliable remote work performance
- Leadership and operational decision-making
- Attention to detail and quality control (billing experience)
- Reliable performance in both on-site leadership and remote work environments
Timeline
Customer Service Agent
Sutter Health
09.2025 - Current
Delivery Driver
Spark Delivery / Walmart Inc
05.2024 - Current
Office Manager
Dr Ambus
09.2019 - 05.2024
Regional Billing Coordinator
Access Dental
01.2001 - 01.2018
State of California High School Equivalency Certificate
Personal Development -
Barbizon School of Modeling