Brea Jarmon
Austin,TX
Summary
Experienced customer support professional with a proven track record in managing inquiries, resolving issues, and ensuring customer satisfaction. Recognized for strong communication skills, adaptability, and achieving results in dynamic environments. Skilled in conflict resolution, empathy, and efficient time management techniques. Adept at collaborating with team members to deliver exceptional service under pressure.
Overview
5
5
years of professional experience
Work History
Customer Care Representative
CapMetro
Austin, TX
04.2024 - 01.2025
- Assist customers with telephone inquiries to the Customer Service Contact Center, including route and schedule information, trip planning, fares, riding rules, mobile app support, and comment/complaint intake.
- Perform initial problem solving
- Provide excellent telephone customer service.
- Effectively utilize CapMetro’s systems: Automotive Transportation Information System (ATIS), OrbCAD (Performance Queue, Incident Queue, InfoView, Playback), Bytemark Mobile Application and Marketplace, Outlook, CapMetro website, Outlook, MS Word, Internet Explorer, CapMetro’s bus and rail system and related literature, and new systems as they are introduced.
- Know the regions’ road and fixed route transportation system, including both bus and commuter rail.
- Function as a “mission-critical” employee during periods of CapMetro administrative offices emergency closure.
- Support Capital Metropolitan Transportation Authority’s Safety Management Systems (SMS) process by following safety and security policies, considering safety in every action and reporting safety and security concerns.
- Perform other duties as required and/or assigned.
Customer Service Representative
Ameritas Life Insurance Corp
Remote
02.2023 - 10.2023
- Answering a high volume of inbound phone calls, providing accurate information about dental insurance benefits and claims.
- Listening attentively and asking questions to further determine the needs, requests, or concerns of subscribers and dental offices.
- Thoroughly documenting calls to include contact information, nature of the call, and resolution provided.
- Utilizing multiple resources to research and resolve any issues related to the inquiry and providing a follow-up response.
- Assisting with claims processing, including entry of claims, requesting information from customers, sending out refund requests, quarterly statements, and other communication as needed.
- Exhibiting a positive, professional demeanor and tact throughout all calls.
- Consistently adhering to all customer service performance metrics, such as call documentation, quality and accuracy of information provided, etc.
Customer Service Representative
MMC
Austin, TX
09.2022 - 01.2023
- Provides callers with an unbiased presentation of enrollment options to assist customers with enrollment into a Medicaid Managed Care or CHIP plan, education about Texas Health Steps, transferring or referring callers to other Call Center units as needed, and escalating unresolved customer grievances to designated departments for further investigation.
- Answers customer questions including but not limited to items regarding available providers and enrollment processes in a prompt, courteous, and concise manner.
- Accesses, reads, and interprets customers and provider data elements on the various computer systems.
- Follows standard operating procedures to ensure consistency and accuracy and communicates with their Supervisor regarding any potential needs or concerns.
- Multi-tasks by simultaneously communicating with the client while researching their case and documenting the call.
- Continues to learn and refine program and computer navigation skills in response to updated policy and computer systems.
- Documents all customer encounters in clear and concise records.
Call Center Customer Service Representative
AppleOne
Austin, TX
08.2021 - 03.2022
- Manage inbound and outbound calls
- Following communication scripts
- Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives.
Seasonal Sales Associate
Burlington Stores
Austin, TX
09.2020 - 01.2021
- Assisting customers in locating merchandise when needed
- Assisting in floor moves, merchandising, display maintenance, and housekeeping
- Assisting in ringing up sales at registers and/or bagging merchandise
- Performing other tasks as assigned by manager from time-to-time
Pharmacy Technician Trainee
Walgreens
Austin, TX
12.2019 - 01.2020
- Supporting pharmacological services by assembling, stocking and distributing medications
- Sorting, stocking and labeling medications and monitoring inventory
- Complying with rules, regulations and procedures to help maintain a clean and safe pharmacy, such as by sterilizing equipment and surfaces
Education
Trade school - Pharmacy Technician
Southern Careers Institute
Austin, TX09.2020
Skills
- Phone etiquette
- Customer support
- Customer service
- Medical terminology
- HIPAA
- Administrative experience
- Microsoft Office
- Call center
- Data entry
- Time management
- Microsoft Word
- Communication skills
- Medical Terminology
- Pharmacy Technician Experience
- Customer Service
- Problem solving and flexibility
- Active listening skills
Timeline
Customer Care Representative
CapMetro
04.2024 - 01.2025
Customer Service Representative
Ameritas Life Insurance Corp
02.2023 - 10.2023
Customer Service Representative
MMC
09.2022 - 01.2023
Call Center Customer Service Representative
AppleOne
08.2021 - 03.2022
Seasonal Sales Associate
Burlington Stores
09.2020 - 01.2021
Pharmacy Technician Trainee
Walgreens
12.2019 - 01.2020
Trade school - Pharmacy Technician
Southern Careers Institute