Brandy Graham
Gladewater
Summary
I am an experienced, dedicated remote customer/patient service representative. I take pride in my work. I go above and beyond to exceed metrics. I am committed to excel in knowledge of services to maintain profitability and improve revenue for my employer. I learn quickly and hands on. I look forward to being an asset for my future employer.
Overview
25
25
years of professional experience
Work History
CSR - Customer Service Representative
Customer Contact Services
09.2024 - 12.2025
- Remote. Inbound/outbound.
- Light sales and completing orders via inbound calls.
- Answered incoming calls to schedule transportation for medical appointments.
- Answered incoming calls as answering service for many different clients. (Medical, legal, maintenance, etc).
- Delivered messages to doctors as needed.
- Medical appointment scheduling for patients.
- Completed uptrainings as needed.
- Verified medical insurance.
- Processed orders, returns, and exchanges efficiently and accurately.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Patient Service Representative
Spectraforce Technologies
Gladewater
10.2023 - 03.2024
- Remote Patient Service Representative.
- Processed applications for patients for assistance for medication.
- Inbound and outbound calls to and from patients or providers.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Entered in prescription information from provider.
- Insurance verification.
Customer Service Representative
Continuum Global Solutions
Rochester
07.2020 - 07.2023
- Remote Customer Service Representative.
- Client: Verizon.
- Inbound calls to resolve billing, or place orders.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflict.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Placed orders for devices, applied promotions, and took down payments as needed during an order.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and self help options.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Troubleshooting.
- Tech support.
Front Desk Clerk
Comfort Inn by Choice Hotels
Longview
02.2012 - 12.2014
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Collected room deposits, fees, and payments.
- Scheduled appointments accurately using reservation software, reducing conflicts or double bookings.
- Handled sensitive guest information, adhering to company privacy guidelines, maintaining confidentiality of sensitive data to protect guest and business information.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Collaborated with other departments to ensure smooth interdepartmental communication and coordination of guest needs.
- Prepared informative materials about local attractions or amenities upon request from guests ensuring memorable stays at the establishment.
- Coordinated meeting room reservations and set-up requirements for various events or conferences.
- Inventory.
Front Desk Clerk
Motel 6 / Studio 6
Huntsville
04.2005 - 12.2008
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Collected room deposits, fees, and payments.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Trained new team members on company procedures, customer service and issue resolution.
- Spearheaded office supply inventory management, reducing costs by identifying necessary items before depletion occurred.
- Scheduled appointments accurately using reservation software, reducing conflicts or double bookings.
- Handled sensitive guest information, adhering to company privacy guidelines, maintaining confidentiality of sensitive data to protect guest and business information.
- Collaborated with other departments to ensure smooth interdepartmental communication and coordination of guest needs.
- Record keeping of invoices paid and owed.
- Made nightly cash deposits to the bank.
Collections Representative
FMA Alliance
Houston
02.2001 - 07.2004
- Managed inbound and outbound calls to collect outstanding debts.
- Negotiated payment plans with clients to resolve overdue accounts.
- Documented interactions in the collections management system accurately.
Education
High school diploma -
Gladewater ISD
Gladewater, TXSkills
- 10 key typing
- Phone etiquette
- Insurance Verification
- Cash handling
- Communication skills
- Data entry
- Customer service
- Patient services
- Light sales
- Medical appointment scheduling
- Problem solving
- Adaptation to change
- Call center experience
- Inbound and outbound calling
- Product promotion
Additional Information
Gaps in work history. I have a few gaps in my work history because I was a homemaker during those years.
Personal Information
Authorized To Work: US
Awards
Outstanding Customer Service Agent Award, 01/01/21, Working for Continuum Global Solutions, I was a customer service rep for the client Verizon. I started receiving this award, several times, 6 months after my hire date until I left, for being the top agent on our team, exceeding metrics and customer surveys. The rewards for this were monthly and we would receive gift cards, points to redeem for items we wanted from a catalog, extra break/lunch time (paid), among other bonuses and incentives.
Timeline
CSR - Customer Service Representative
Customer Contact Services
09.2024 - 12.2025
Patient Service Representative
Spectraforce Technologies
10.2023 - 03.2024
Customer Service Representative
Continuum Global Solutions
07.2020 - 07.2023
Front Desk Clerk
Comfort Inn by Choice Hotels
02.2012 - 12.2014
Front Desk Clerk
Motel 6 / Studio 6
04.2005 - 12.2008
Collections Representative
FMA Alliance
02.2001 - 07.2004
High school diploma -
Gladewater ISD