Braxton Smith
Hattiesburg,Mississippi
Summary
Results-driven specialist with a passion for delivering exceptional service. Demonstrated ability to build strong relationships, resolve issues, and ensure customer satisfaction. Highly skilled in multitasking and collaborating with cross-functional teams to achieve business goals. Committed to providing top-notch support and exceeding expectations in a fast-paced environment.
Overview
11
11
years of professional experience
Work History
Quality Assurance Analyst
Maximus
07.2023 - 08.2024
- Expertly oversaw veteran evaluation services ensuring accuracy and compliance.
- Verified reports to meet contract requirements and company standards.
- Established quality assurance protocols ensuring report accuracy.
- Supported evaluators and medical teams in addressing discrepancies in evaluation documents.
- Educated personnel on maintaining standards.
- Conducted systematic audits of evaluation processes and documentation to pinpoint areas for enhancement.
- Compiled and communicated detailed findings through reports.
- Aided in drafting and preserving comprehensive QA documentation like checklists, manuals, and guidelines.
- Leveraged data analytics to assess performance metrics, identifying problematic trends affecting quality.
- Engaged in ongoing improvement efforts to boost veteran service quality.
Travel and Lifestyle Consultant
American Express
02.2022 - 06.2023
- Ensured a seamless customer experience by addressing travel, lifestyle, credit cards, fraud-related questions and concerns for Centurion cardholders.
- Earned a promotion from Platinum to Centurion within the first 60 days.
- Worked multi-shifts including early morning, mid-day, and overnight for Centurion program.
- Coordinated flight, hotel, car rental and limousine bookings for elite Centurion cardholders.
- Identified root causes of computing issues and coached clients through technical difficulties on the American Express website.
Enrollment Specialist
Savilink
04.2020 - 01.2022
- Demonstrated excellence and secured a promotion to Level2 agent within three months.
- Facilitated unemployment benefit claims for Maine and Massachusetts callers during the Covid-19 pandemic.
- Conducted investigations into Unemployment Insurance requests.
- Coordinated with colleagues to secure essential details and paperwork for in-depth replies.
- Executed phone interviews ensuring precision and thoroughness.
- Diagnosed and repaired software malfunctions.
- Supported claimants by facilitating the submission of claim appeals in conjunction with the Department of Labor.
- Identified discrepancies in unemployment filings and crafted a persuasive resolution.
- Detected fraudulent claims and notified the bureau of investigation.
- Implemented fraud protection measures for misuse prevention.
- Supervised Tier1 agent phone calls to ensure compliance.
Temporary Administrative Intern
Habitat for Humanity of Pinebelt
04.2020 - 12.2020
- Managed administrative duties including organizing and filing documents.
- Routed received faxes accurately to designated departments.
- Designed engaging presentations to attract potential sponsors with the aid of Canva and Microsoft Office.
- Assisted in planning a charity run focused on generating support and resources for disadvantaged families.
- Handled email communications promptly.
Military Police Officer
Mississippi Army National Guard
11.2013 - 11.2019
- Monitored the facility to identify and resolve security violations.
- Handled various military vehicles, including armored carriers, tanks, and Humvees.
- Employed tactical expertise to maintain site security.
- Identified and rectified dubious behavior quickly.
- Apprehended unauthorized personnel and violent offenders for processing at alternate sites.
- Conveyed dignitaries, government officials, and criminals to designated locations.
- Visited international areas to establish military bases.
- Ensured recognizability by adhering to uniform standards.
- Welcomed and engaged with superiors and subordinates as designated.
- Worked jointly with team members and trained animals to accomplish tasks.
Education
Bachelor of Science - Psychology
University of Southern Mississippi
Associate of Applied Science - Human Services
Mississippi Gulf Coast Community College
High School Diploma - General Studies
Harrison Central High School
Skills
- CRM software
- Strategic planning
- Client relationships
- Data Analysis and Reporting
- Microsoft Office
- Data Entry
- Team leadership
- Interpersonal Communication
- Operations management
- Quality assurance
- Healthcare and medical terminology
- Conflict Management
Timeline
Quality Assurance Analyst
Maximus
07.2023 - 08.2024
Travel and Lifestyle Consultant
American Express
02.2022 - 06.2023
Enrollment Specialist
Savilink
04.2020 - 01.2022
Temporary Administrative Intern
Habitat for Humanity of Pinebelt
04.2020 - 12.2020
Military Police Officer
Mississippi Army National Guard
11.2013 - 11.2019
Associate of Applied Science - Human Services
Mississippi Gulf Coast Community College
High School Diploma - General Studies
Harrison Central High School
Bachelor of Science - Psychology
University of Southern Mississippi
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