Brandy Sorrels
Killeen,TX
Summary
Professional with strong background in customer service, adept at handling client inquiries and resolving issues efficiently. Skilled in communication, problem-solving, and conflict resolution, consistently ensuring customer satisfaction. Highly adaptable, team-oriented, and results-driven, excelling in fast-paced, dynamic environments. Passionate about fostering positive customer experiences and contributing to team success.
Overview
5
5
years of professional experience
Work History
Customer Service Advocate I G&A Provider Services
Centene
10.2019 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
- Conducted regular training sessions for new hires to ensure consistent service delivery across the team.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
- Adapted quickly to changes in company policies or systems, ensuring minimal disruption in service delivery during transitions.
- Started in member services then claims. Also helped with various special projects to make sure all cases are worked and workbaskets are maintained.
- Handled different types of insurance including Marketplace commercial plans, Medicare and Medicaid plans
Education
High School Diploma -
Garza High School
Austin, TX08-2007
Skills
- Call center experience
- Microsoft Excel
- Complaint handling
- Microsoft outlook
- Live chat support
- Typing speed
- Microsoft PowerPoint
- Microsoft office expertise
Timeline
Customer Service Advocate I G&A Provider Services
Centene
10.2019 - Current
High School Diploma -
Garza High School
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