Brashay Adams
Greensboro,NC
Summary
Innovative and customer-focused professional with experience in service advocacy. Outstanding problem-solving, conflict resolution and leadership traits. Confident in building excellent rapport with customers and ensuring complete satisfaction with services and products. Adept at resolving internal and external issues productively.
Overview
11
11
years of professional experience
Work History
Provider Service Advocate
United Healthcare
03.2021 - Current
- Improved customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high call volumes while maintaining quality service standards and positive customer interactions.
- Reduced average call duration by implementing time-saving techniques without compromising on service quality.
- Proactively communicated potential product or service issues identified during interactions with clients, contributing valuable insights for continuous improvement.
- Increased first-call resolutions by employing effective problem-solving strategies tailored to each unique situation.
- Advocate for the Frontline Ally Network Organization (Mentor for new employees)
- Delivery Assistant (Assists with training new employees)
Customer Service Representative
Alorica
05.2016 - 03.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Sales Associate
Walmart
06.2013 - 05.2016
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
Education
Guilford Technical Community College
Rockingham Community College
John M. Morehead High School
Skills
- Decision-making skills
- Customer service background
- Complaint Handling
- Complex Problem-Solving
- Mentorship
- Reliability
- Multitasking
References
- Tracy Morris, (202) 557-8704, Department of State/IBC
- Chasidy Wilson, (336) 589-9515
Timeline
Provider Service Advocate
United Healthcare
03.2021 - Current
Customer Service Representative
Alorica
05.2016 - 03.2021
Sales Associate
Walmart
06.2013 - 05.2016
Guilford Technical Community College
Rockingham Community College
John M. Morehead High School
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