Brandy Tolbert
Summary
Dynamic professional with a robust background in customer interactions and service solutions, dedicated to enhancing customer satisfaction and loyalty. Expertise in conflict resolution, communication, and problem-solving drives a commitment to delivering exceptional service experiences. Proven team collaborator who adapts seamlessly to evolving needs while maintaining a results-oriented focus through efficient and empathetic engagement. Recognized for reliability and a proactive approach in achieving both customer and organizational objectives.
Overview
13
13
years of professional experience
Work History
Fraud specialist 1
JP Morgan Chase Easton
08.2020 - 05.2026
- Managed high volume of inbound calls to enhance customer service experience.
- Authorized and processed payments for online banking transactions, including wires, Zelle, RTP, ACH, and vendor payments.
- Supported users in restoring access to compromised online accounts to enhance security.
- Facilitated management of restricted accounts to ensure compliance with organizational policies.
- Processed and submitted claims for fraudulent transactions to safeguard account integrity.
- Conducted thorough assessments of suspicious transactions to prevent customer losses due to scams.
- Collaborated with cross-functional teams to enhance fraud detection protocols.
- Analyzed fraudulent transactions to identify patterns and mitigate risks.
Licensed Claims Adjuster
Safelite
11.2018 - 11.2023
- Managed inbound call operations and processed customer inquiries efficiently.
- Achieved timely resolution of auto claims by effectively coordinating with insurance companies, medical providers, and attorneys. Enhanced claimant satisfaction through proactive communication and support. Streamlined FNOL processes, resulting in improved efficiency and reduced processing times.
- Assessed coverage options to align with client needs and industry standards.
- Facilitated essential support during challenging circum
- Facilitated technical support operations to enhance user experience.
- Engaged with other adjusters to enhance accuracy and efficiency in assessments.
- Successfully passed state licensing tests to advance career goals. Achieved completion of three out of four required state licenses, demonstrating commitment to professional development.
On Call Banquet Server/ Bartender
Cosi
12.2019 - 09.2020
- Managed comprehensive setup and breakdown of events, ensuring all equipment and materials were properly handled.
- Managed multiple duties aligned with event objectives, enhancing overall attendee experience.
- Coordinated with multiple clients to ensure adherence to established standards for successful event execution.
- Provided professional bartending support at various events to ensure smooth beverage service.
- Engaged with guests to promote happiness and create memorable interactions.
Guest Service Associate
Staybridge Suites
08.2018 - 09.2019
- Managed guest arrivals and departures to ensure efficient front desk operations.
- Managed incoming phone calls to ensure efficient communication and customer service.
- Coordinated and confirmed reservations to support operational efficiency.
- Responded promptly to guest requests, ensuring satisfaction and comfort throughout their stay.
- Oversaw nightly financial audits to guarantee accuracy and compliance. Managed guest services during late hours to maintain high service standards. Coordinated with staff to optimize workflow and enhance operational efficiency.
- Trained new staff on customer service protocols and hotel policies to enhance team performance.
- Monitored guest feedback through surveys, identifying areas for service enhancement and implementing changes accordingly.
PATIENT CARE REP CUSTOMER SERVICE
Intermedix
04.2018 - 11.2018
- Managed inbound patient calls regarding ambulatory services to ensure effective communication.
- Coordinated the provision of thorough account details to clients, fostering informed decision-making.
- Coordinated the setup of payment plans, ensuring compliance with company policies and customer needs.
- Collaborated with patients to negotiate payment settlements, addressing individual financial situations and fostering positive relationships.
- Managed billing issue resolutions by coordinating efforts among patients, attorneys, and insurance companies.
- Managed delivery of insurance claims to processing department for prompt resolution.
- Managed telephone transactions for credit card payments, ensuring accuracy and compliance with payment protocols.
HOUSEKEEPING SUPERVISOR
Renaissance
08.2016 - 04.2018
- Analyzed workload demands and created employee work schedules to align with business needs.
- Facilitated interdepartmental coordination to optimize service delivery efficiency and timeliness.
- Conducted thorough cleaning operations to ensure cleanliness and safety standards were upheld.
- Collaborated with team members to resolve performance issues and clarify company policies.
- Analyzed inventory data to maintain necessary supply levels and improve overall operational effectiveness.
- Assessed applicant qualifications and coordinated hiring initiatives to meet organizational staffing needs.
- Evaluate employee performance and recommend personnel actions such as promotions, transfers, and dismissals
- Establish and implement operational standards and procedures for the departments supervised
- Monitored and evaluated the condition of public spaces and rooms daily to maintain high-quality service and presentation.
HOUSEKEEPING MANAGER(RAMADA), FRONT DESK ASSISTANT SUPERVISOR (BEST WESTERN)
Neeti hospitality
07.2013 - 08.2016
- Developed and organized employee work schedules to optimize staffing efficiency.
- Facilitated interdepartmental coordination to optimize service delivery efficiency and timeliness.
- Performed detailed evaluations of finished tasks to maintain compliance with established specifications.
- Managed guest problem reporting process by liaising with housekeeping and maintenance personnel to ensure timely responses.
- Achieved timely reservation bookings and confirmations for clients. Enhanced client travel experiences through effective arrangement support. Streamlined scheduling processes for successful event coordination.
- Achieved high accuracy in financial records through effective nightly auditing. Identified and rectified discrepancies, enhancing financial integrity. Strengthened compliance with auditing standards through diligent oversight.
- Executed accurate entry of various charges, such as room rates, food and beverage costs, and telephone expenses, into ledgers to maintain financial integrity.
- Executed billing computations, managed payment transactions, and provided change to guests efficiently.
- Resolve customer complaints or answer customers' questions regarding policies and procedures
- Monitored and guided office personnel in administrative and customer service roles, ensuring adherence to established quality benchmarks and timely completion of tasks, while rectifying procedural discrepancies.
- Coached employees on effective problem-solving techniques and conflict resolution strategies for escalated complaints.
- Developed and implemented training programs for employees on job functions and company standards. Coordinated training initiatives to enhance employee skills and knowledge.
- Verified accuracy of records and reports pertaining to production, payroll, or shipping, contributing to operational integrity. Optimized work activity monitoring processes, resulting in improved efficiency. Evaluated performance outcomes, leading to actionable insights for team development.
- Managed end-to-end hiring processes, including candidate recruitment, interviews, and final selection.
- Managed scheduling and communication of activities with supervisory staff and various work units.
- Consult with managers or other personnel to resolve problems
Education
High School Diploma - Medical
Columbus Alternative High School
Columbus, OH06-1999
Skills
- Collaborative team development
- Administrative office management
- Audio-visual coordination
- Prioritization and scheduling
- Conducting interviews
- Performs effectively under pressure
- Proficient in typing at 30-35 wpm
- Time allocation planning
- Remote work proficiency with productivity KPIs
- Analytical problem-solving
- Inbound and outbound call handling
- Analytical judgment
- Detail-oriented organization
- Proficient in Microsoft Word, Excel, and PowerPoint
- Training and development
- Sound judgment abilities
- Timely data processing
- Proficient in office equipment
- Critical reading ability
- Account management
- Accurate documentation skills
- Effective communication
Accomplishments
- Conflict Resolution - Accountable for managing customer account inquiries, accurately delivering information to ensure the resolution of product/service issues and customer satisfaction.
- Supervised team of 20 staff members.
- Achieved First-Call Resolution (FCR) by resolving 90% of complex customer complaints on the first call, significantly reducing escalations and improving overall client trust. with accuracy and efficiency.
- Handled 60–80 customer inquiries daily while maintaining a \(98\%\) customer satisfaction rating.
Timeline
Fraud specialist 1
JP Morgan Chase Easton
08.2020 - 05.2026
On Call Banquet Server/ Bartender
Cosi
12.2019 - 09.2020
Licensed Claims Adjuster
Safelite
11.2018 - 11.2023
Guest Service Associate
Staybridge Suites
08.2018 - 09.2019
PATIENT CARE REP CUSTOMER SERVICE
Intermedix
04.2018 - 11.2018
HOUSEKEEPING SUPERVISOR
Renaissance
08.2016 - 04.2018
HOUSEKEEPING MANAGER(RAMADA), FRONT DESK ASSISTANT SUPERVISOR (BEST WESTERN)
Neeti hospitality
07.2013 - 08.2016
High School Diploma - Medical
Columbus Alternative High School