Brashell Gray
Wichita,KS
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities with work at home experience.
Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
5
5
years of professional experience
1
1
Year of remote work
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
Claremore, OK05-1990
Skills
- Client relations
- Engaged listening skills
- Problem-solving skills
- Efficient data input
- Client engagement
- Conflict resolution
- Call center experience
- Strong computer skills
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Order management
- Technical support
- CRM software
- Risk management skills
Languages
English
Native or Bilingual
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