BRANDY GAILEY
Summary
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Overview
4
4
years of professional experience
Work History
SPIRE CHAMPION/Teams Chat Support
UNITEDHEALTHCARE
01.2024 - Current
- Provide customer service reps with additional assistance with Spire related questions and navigational assistance.
- Respond to agents' inquiries via chat in a timely and professional manner.
- Document and create tickets to submit in SERVICENOW when necessary.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Collaborate with team members to improve support processes.
- Often acts as a technical resource to others outside own function.
- Log and track incidents
- Worked flexible hours across night, weekend, and holiday shifts.
PROVIDER SERVICE ADVOCATE
UNITEDHEALTHCARE
01.2022 - 01.2024
- Focus on resolving issues in telephonic and/or digitally based engagement models on the first call, navigating through complex computer systems to identify the status of the issue and provide appropriate response to caller.
- Deliver information and answer questions in a positive manner to facilitate strong relationships with providers and their staff.
- Complete the documentation necessary to track provider issues and facilitate the reporting of overall trends.
- Experience working with more than one system to manage member needs, communication, and documentation.
CUSTOMER CARE REPRESENTATIVE
REEDGROUP (GUARDIAN)
01.2021 - 01.2022
- Skilled in FMLA related claims, short term disability etc.
- Used productivity and quality data and metrics to achieve superior customer.
- Worked with many different clients to assist employees with opening new leave of absences.
- Fosters a service-oriented environment and participates in human centered experience development.
Education
Bachelor of Science - Software Engineering
DeVry University
05-2026
Bachelor of Arts - Social Work
University of Arkansas At Pine Bluff
Pine Bluff, AR05-2019
Skills
- Effective communication
- Skilled in application software management
- Experience with cloud infrastructure support such as AWS
- Interpersonal skills
- Time management
- Good organizational skills
- Skilled in Microsoft Word, Excel proficiency, Powerpoint
- Microsoft Outlook communication tools
- Analytical thinking
- Flexibility and ability to work on weekends or on calls when required
- IT support processes and familiarity with incident management tools like ServiceNow or similar
Accomplishments
- Completed intensive training in database fundamentals and software engineering.
Leadership Experience
Ability to manage multiple projects simultaneously and meet tight deadlines, while maintaining the highest standards of quality. Ability to collaborate with other teams both internally and externally.
Communication Skills
Strong written and verbal communication skills, including the ability to maintain a positive and professional working relationship with associates and management. Ability to keep all company sensitive documents secure. Microsoft Outlook (creating emails, attaching files, using reminders).
Timeline
SPIRE CHAMPION/Teams Chat Support
UNITEDHEALTHCARE
01.2024 - Current
PROVIDER SERVICE ADVOCATE
UNITEDHEALTHCARE
01.2022 - 01.2024
CUSTOMER CARE REPRESENTATIVE
REEDGROUP (GUARDIAN)
01.2021 - 01.2022
Bachelor of Science - Software Engineering
DeVry University
Bachelor of Arts - Social Work
University of Arkansas At Pine Bluff
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