Summary
Overview
Work History
Education
Skills
Languages
Interests
Work Availability
Work Preference
Timeline
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Brashell Gray

Wichita

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

3
3
years of professional experience

Work History

Customer Service Representative

BCFORWARD/Accenture
11.2023 - 06.2024
  • Enrolled Members in the South Louisiana Medicaid Program
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled escalated calls professionally while maintaining composure under pressure from distressed or dissatisfied customers.
  • Managed a high volume of calls efficiently by organizing workload effectively and multitasking when necessary.
  • Built strong relationships with clients through genuine empathy, active listening, and clear communication skills.
  • Participated in quality assurance activities such as reviewing recorded calls for compliance with company standards.
  • Enhanced customer satisfaction by promptly addressing and resolving inquiries, complaints, and issues.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Increased first-call resolution rates by thoroughly understanding products and services offered and providing accurate information to customers.
  • Contributed to team success by actively participating in training sessions, workshops, and continuous improvement initiatives.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.

Customer Service Reservation Agent

Marriott International, Inc.
07.2022 - 03.2023
  • Enhanced customer satisfaction by efficiently handling reservation inquiries and providing accurate information.
  • Leveraged product knowledge to suggest tailored travel packages or upgrades that met individual preferences, boosting revenue potential.
  • Exceeded performance metrics regularly while keeping focus on quality interactions with each customer interaction.
  • Adapted communication style to accommodate diverse clientele, promoting a welcoming atmosphere for all guests.
  • Stayed up-to-date on company policies, promotions, and pricing strategies to provide well-informed guidance to customers.
  • Implemented feedback from supervisors to constantly improve performance and grow professionally within the role.
  • Navigated multiple software programs simultaneously for efficient reservation processing and exceptional multitasking abilities.
  • Resolved customer complaints with empathy and professionalism, resulting in higher customer retention.
  • Handled billing information over phone.
  • Provided customers with information about availability and pricing.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.

Customer Service Representative

Faneuil/Humana
07.2021 - 06.2022
  • Tier 4 Representative with Humana Medical Insurance company with prospective members or existing members
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues within their CRM systems.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Managed timely and effective replacement of damaged or missing products.
  • Investigated and resolved accounting, service and delivery concerns.

Education

High School Diploma -

Sequoyah High School
05-1990

Skills

  • Account updating
  • Complaint resolution
  • CRM software
  • Courteous demeanor
  • Inbound and outbound calling
  • Reading comprehension
  • Medical terminology
  • Research
  • Verbal and written communication
  • Experience with Genesis and VPN Systems
  • Call center experience
  • Team collaboration
  • Microsoft outlook
  • Call center operations
  • Credit card payment processing
  • Computer proficiency
  • Technical support
  • 10-key
  • Order fulfillment

Languages

English
Native or Bilingual

Interests

  • I enjoy helping others and giving back to the community
  • Avid Reader
  • Crafting and DIY Projects
  • Outdoor Recreation
  • Watching Movies and TV Shows
  • Camping
  • Passionate about balancing physical health with mental and emotional wellness
  • Personal Development and Self-Improvement

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

Remote

Important To Me

Healthcare benefitsCareer advancementWork-life balanceFlexible work hoursPersonal development programsPaid sick leavePaid time offWork from home optionTeam Building / Company RetreatsCompany Culture

Timeline

Customer Service Representative

BCFORWARD/Accenture
11.2023 - 06.2024

Customer Service Reservation Agent

Marriott International, Inc.
07.2022 - 03.2023

Customer Service Representative

Faneuil/Humana
07.2021 - 06.2022

High School Diploma -

Sequoyah High School

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Brashell Gray