Hi, I’m
Brandi Rogers
Customer service representative
Summary
Dedicated customer service representative motivated to improve service satisfaction and contribute to overall company success. Well-developed communicator. Skilled at managing incoming and escalated customer calls, emails and texts with knowledgeable, friendly service.
Overview
24
years of professional experience
Work History
Highmark BCBSJohnstown, PA
Customer Service Advocate
09.2018 - 09.2024
Job overview
- I provided a service for members looking to verify their benefits, and verify if their claims have paid correctly
- I assisted in website lockouts
- I explained to our members how their deductibles and coinsurance apply, I assisted in provider searches and troubleshoot incorrect claims
- I made calls out to doctors offices and hospitals on behalf of members when there are concerns with bills or services
- I am also responsible for using multiple systems to research and navigate members issues
- I also worked in the inbound provider service unit
- Speaking with doctors and their staff to obtain authorizations and advise on what services would require authorization
- Provided accurate, valid, and complete information to customers in a timely manner.
- Resolved customer complaints via phone, email, mail or social media.
- Maintained records of customer interactions and transactions.
- Developed relationships with customers through friendly conversations.
- Utilized problem solving skills to resolve customer issues quickly and efficiently.
- Followed up on customer inquiries not immediately resolved.
- Worked closely with other departments to ensure quality customer service delivery.
- Consulted with customers to resolve service and billing issues.
Convergys/IntuitJohnstown, PA
Technical Support Representative
08.2017 - 03.2018
Job overview
- Answer incoming calls to help customers with their Quick Books accounts to include reconciles, payroll, taxes, banking errors, and any issue they may be experiencing with the product
- We are responsible for delivering cares and exceptional customer support
American Customer CareAltoona, PA
Customer Service Representative
10.2016 - 03.2017
Job overview
- Responsible for responding to customer phone calls by listening empathetically to the customer, clarifying and assessing customer needs, and resolving billing and basic service issues in a prompt and effective manner
- Professionally answered a high volume of call types as assigned
- Effectively scheduled call back appointments for current customers in a proficient and courteous manner
- Able to efficiently navigate through multiple data entry systems and other relevant applications, tools and resources while speaking with customers
- Successfully up sold customers on promotional upgrade services
- Managed follow up calls to customers in a timely manner
Lampire BiologicalEverett, PA
Large Animal Lab Technician
09.2014 - 03.2015
Job overview
- Responsible for processing serum and plasma for client projects
- Labeled preparations, and serums for specific project with date of drawing
- Read Hematocrit values to monitor the health and safety of the animals
- Cleaned and sterilized all lab utensils and areas
- Used Excel to track daily readings of tests being performed
Replenishment, SpherionBedford, PA
Inventory Clerk
05.2014 - 07.2014
Job overview
- Responsible for picking orders by way of an arm scanner
- Responsible for restocking items that were out of stock
Windber, PAWindber, PA
Coating Technician
08.2011 - 04.2014
Job overview
- Responsibilities included brush coating the electrostatic material onto the circuit boards in accordance with diagrams specific to individual boards, to act as protection against moisture, dust, chemicals, and temperature extremes that, if uncoated (non-protected), could result in damage or failure of the electronics to function
- Also helped in the inventory department when needed
- Performed pre-treatment of surfaces to be coated, including sanding and cleaning.
- Inspected parts for defects prior to coating application.
- Repaired defective parts by re-coating or buffing out imperfections.
- Evaluated customer requirements for special finishes or color matching needs.
Bedford Springs ResortBedford, PA
Inventory Clerk
08.2007 - 12.2007
Job overview
- I was responsible for checking in and accounting for food and produce and all other merchandise coming through the receiving area
- I was also responsible for transporting the food and produce to the correct departments and organizing for freshness and quality of the food
- I often assisted the housekeeping staff if they were in need
- I kept a daily inventory of the dry stock room, as well a detailed inventory on a monthly basis
Sterling Park Animal HospitalSterling, Virginia
Veterinary Assistant
08.2001 - 06.2003
Job overview
- I cleaned kennels, bathed dogs, walked dogs, assisted the Veterinarians with vaccines, and performed minor in office lab work
- I also read fecal and heartworm tests
- Assisted veterinarians in examining, diagnosing and treating animals for various illnesses and injuries.
- Administered vaccinations, medications and treatments as prescribed by the veterinarian.
- Gathered specimens such as urine, blood and fecal samples for laboratory analysis.
- Prepared laboratory slides for microscopic examinations.
- Restrained animals during examination or treatment procedures using appropriate techniques according to species size and temperament.
- Monitored vital signs of hospitalized animals including temperature, pulse rate, respiration rate and other parameters as necessary.
- Assisted in surgery preparation by setting up instruments, supplies and equipment prior to procedure start time.
- Provided emotional support to pet owners during difficult times.
Stone Haven kennelsHyndman, PA
Animal Care Assistant
09.2000 - 03.2001
Job overview
- I was responsible for feeding, grooming, and bathing the client's pets and the employers personal pets and livestock keeping the kennels and horse stalls clean
- I administered antibiotics and vitamin supplements to clients pets
- I also had light receptionist duties
Veterinary Medical CenterEverett, PA
Intern
04.1997
Job overview
- Following the DMV to observe operations and treatments
Education
Allegany college of Maryland, Cumberland, PA, US
Associate of Applied Science from Biotechnology
12.2014
University Overview
- 3.89 GPA
Penn Foster College, Scranton, PA
Associate in Veterinary Technician
06.2011
Chestnut Ridge High School, New Paris, PA
Vocational from Animal Science
06.1998
Skills
- Customer Service
- Member support
- Email management
- Time Management
- Microsoft Office expertise
- Microsoft Office Suite
- Help Desk
- Phone etiquette
- Computer Skills
- Computer Proficiency
- Microsoft Outlook
- Medical terminology knowledge
- Veterinary Assistant
- Animal Care
- Pet Grooming
- Veterinary Technician Experience
- Laboratory Experience
- Animal Restraint
Timeline
Customer Service Advocate
Highmark BCBS
09.2018 - 09.2024
Technical Support Representative
Convergys/Intuit
08.2017 - 03.2018
Customer Service Representative
American Customer Care
10.2016 - 03.2017
Large Animal Lab Technician
Lampire Biological
09.2014 - 03.2015
Inventory Clerk
Replenishment, Spherion
05.2014 - 07.2014
Coating Technician
Windber, PA
08.2011 - 04.2014
Inventory Clerk
Bedford Springs Resort
08.2007 - 12.2007
Veterinary Assistant
Sterling Park Animal Hospital
08.2001 - 06.2003
Animal Care Assistant
Stone Haven kennels
09.2000 - 03.2001
Intern
Veterinary Medical Center
04.1997
Allegany college of Maryland
Associate of Applied Science from Biotechnology
Penn Foster College
Associate in Veterinary Technician
Chestnut Ridge High School
Vocational from Animal Science
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