Brandy Abbott
El Mirage,Arizona
Summary
Experienced Supervisor leads team members to complete jobs on-time. Assigns tasks, trains employees, and implements company procedures. Excellent communication and listening skills. Provides leadership and vision, driving teams to meet goals.
Overview
8
8
years of professional experience
Work History
Supervisor
Consumer Cellular
08.2023 - 08.2024
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Gathered, organized and input information into digital database.
- Developed effective improvement plans in alignment with goals and specifications.
Team Lead
Consumer Cellular
03.2023 - 08.2023
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Customer Service Representative
Consumer Cellular
08.2022 - 03.2023
- Responded to customer requests for products, services, and company information.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Documented and detailed calls and complaints using call center's CRM database.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Senior Process Executive
Cognizant TCO
10.2019 - 08.2022
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Maintained confidentiality of patient finances, records and health statuses.
- Verified client information by analyzing existing evidence on file.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
- Answered provider telephone calls promptly to avoid on-hold wait times.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Positioned as go-to person for up to 20 staff members, troubleshooting complex administrative and training issues promptly.
Customer Service Manager
Metric Roofing
12.2018 - 10.2019
- Took 40 calls and emails from several builders and coordinate across several different companies to complete customer service work
- Took care of all billing needs for Metric Roofing including invoicing builders, homeowner Customer service and payroll
- Took care of small daily tasks to keep office functioning properly.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Kept accurate records to document customer service actions and discussions
Paralegal
Lexington Law
06.2017 - 12.2018
- Answered phones and assisted clients with their credit repair needs daily
- Assisted team when needed to help us hit daily and monthly goals
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Resolved concerns with products or services to help with retention and drive sales
- Consistently maintained 100% customer service satisfaction ratings through quality control.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
Customer Service Representative
Metric Roofing
01.2017 - 06.2017
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
- Handled client correspondence and tracked records to foster office efficiency.
- Answered customer telephone calls promptly to avoid on-hold wait times
- Responded to customer requests for products, services and company information
Education
High School Diploma -
Deer Valley High School
Glendale, AZ05.2005
Skills
- Staff Management
- Process Improvement
- Strategic Planning
- Data Analytics
- Production Monitoring
- Key Performance Indicators
- Claims review
- Claims
- Data entry proficiency
Timeline
Supervisor
Consumer Cellular
08.2023 - 08.2024
Team Lead
Consumer Cellular
03.2023 - 08.2023
Customer Service Representative
Consumer Cellular
08.2022 - 03.2023
Senior Process Executive
Cognizant TCO
10.2019 - 08.2022
Customer Service Manager
Metric Roofing
12.2018 - 10.2019
Paralegal
Lexington Law
06.2017 - 12.2018
Customer Service Representative
Metric Roofing
01.2017 - 06.2017
High School Diploma -
Deer Valley High School
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