BRANYIA JEANELL MEDLOCK
DALLAS,Texas
Summary
A personable and driven Customer Service Representative with more than 8 years of dedicated experience thriving in fast-paced environments. Their extensive background encompasses a variety of industries, allowing them to adapt seamlessly to diverse customer needs with a customer-centric approach, this representative has consistently demonstrated a genuine passion for assisting clients, resolving inquiries, and ensuring satisfaction. Their tenure in the field has cultivated a deep understanding of the importance of efficiency in addressing issues promptly, all while maintaining a positive and empathetic demeanor. Notably, this individual possesses a proven track record of exceeding performance metrics, showcasing a keen ability to thrive under pressure without compromising service quality. Adept at navigating complex situations, they have become a trusted resource for both customers and colleagues alike.
Overview
10
10
years of professional experience
Work History
Patient Account Coordinator
RemX, McKesson Specialty
DALLAS, Texas
06.2023 - 03.2024
- Completed 160 outbound sales and fundraising calls to prospective customers on behalf of client.
- Demonstrated ability to multi-task while speaking with customers on the phone.
- Researched complex problems encountered during outbound calls and identified solutions quickly.
- Adhered to company policies and procedures for handling outbound calls.
- Delivered high levels of customer service in accordance with corporate standards.
- Assisted customers in navigating through automated systems during outbound calls.
- Provided timely, courteous and knowledgeable responses to information requests.
Social Media Content Moderator
Genpact LLC
Richardson, TX
09.2021 - 11.2022
- Provided guidance on how to use social media tools including Twitter, Facebook, Instagram, YouTube.
- Input large amounts of accurate data into 200 to track social media interactions.
- Reviewed and moderated user-generated content for inappropriate language, spam, or other violations of the company's social media policy.
- Strong attention to detail and the ability to make sound judgments quickly.
Quality Assurance Analyst
24/7Ai.
DALLAS, Texas
11.2020 - 08.2021
- Conducted internal audits to measure adherence to established QA standards.
- Reported issues in a timely manner with accurate descriptions and steps to reproduce them.
- Participated in daily scrum meetings providing status updates on projects assigned.
- Worked with team members to create efficient workflows, resulting in high productivity.
- Utilized client satisfaction surveys to improve service quality.
- Communicated regularly with management to discuss quality trends.
- Assisted other members of the QA team in identifying areas for improvement in processes and procedures.
Customer Service Advisor
Genpact LLC
Richards, TX
08.2019 - 09.2020
- Prevented key account losses by researching discrepancies and correcting problems.
- Collected deposits or payments and arranged for billing.
- Addressed incoming customer inquiries and offered productive solutions, increasing customer satisfaction ratings.
- Identified customer needs and offered solutions to enhance the customer experience.
- Processed payments for new orders and replacement parts to meet customer needs.
- Adhered to company policies and procedures when handling customer inquiries or complaints.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered customer calls, emails, and live chat inquiries promptly and courteously.
- Educated customers on product features and benefits to support sales efforts.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Social Media Escalation Specialist
24/7 Ai.
DALLAS, Texas
12.2016 - 06.2019
- Investigated customer complaints and identified root cause of the issue.
- Performed research on customer inquiries prior to escalating them for further review.
- Assisted in training new escalation specialists on procedures and processes.
- Completed in-depth research for numerous technical issues and helped establish procedures to prevent repetitive problems.
- Analyzed data related to customer escalations and developed strategies for efficient resolution.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Created documentation outlining standards and guidelines for escalation processes.
- Provided weekly updates on open escalations status, successes, challenges, or opportunities for improvement.
- Documented detailed reports of all escalations and resolutions.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Pre-Authorization Specialist
Burks Medical Consulting
Mansfield, TX
06.2014 - 06.2015
- Contacted insurance companies in order to obtain prior authorizations by providing medical reasons for the procedure in question.
- Developed effective relationships with various medical facilities through clear
communication. - Facilitated information flow between medical facilities and ensure consulting objectives
were met - Exhibited eloquence when corresponding with various entities via telephone and email.
- Attained an average of 70 completed authorizations per day,exceeding company objectives.
Education
High School Diploma -
Lamar High School
Arlington, TX06.2012
Skills
- FDCPA Compliance
- Customer Relationship Management
- Financial Documentation
- Correspondence Writing
- Investigative Research
- Payment Processing
- Payment Scheduling
- Relationship Building
- Billing Dispute Resolution
- Attention to Detail
- Training and Teaching
- Pleasant Telephone Demeanor
- Negotiation and Resolution
- Updating Customer Accounts
- Conflict Resolution
- Decision-Making
- Microsoft Office
- Organizational Skills
- Persuasive Negotiation
- QA Reporting
- Data Analysis
- Call Monitoring
- Peer Relationships
- Mentoring and Training
- Quality Assurance
- Customer Service Excellence
- Customer Relations
- Data Entry
- Scheduling
- Microsoft Excel
- Spreadsheets
- Product Promotion
- Credit Card Payment Processing
- Product Education
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
If you really look closely, most overnight successes took a long time.
Steve Jobs
Timeline
Patient Account Coordinator
RemX, McKesson Specialty
06.2023 - 03.2024
Social Media Content Moderator
Genpact LLC
09.2021 - 11.2022
Quality Assurance Analyst
24/7Ai.
11.2020 - 08.2021
Customer Service Advisor
Genpact LLC
08.2019 - 09.2020
Social Media Escalation Specialist
24/7 Ai.
12.2016 - 06.2019
Pre-Authorization Specialist
Burks Medical Consulting
06.2014 - 06.2015
High School Diploma -
Lamar High School
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