Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Breanna Bush

Spencer,OK
Breanna Bush

Summary

With a background in customer service, clerical, and administrative roles, I have gained valuable confidence and a deep understanding of the importance of loyalty within the workplace, among colleagues, and towards the individuals I strive to assist and accommodate. Punctuality and dependability define me, as I am committed to completing tasks I start. Hardworking, reliable, helpful, outgoing, organized, honest, cooperative, and detail-oriented are all attributes that I possess. The quality of my work is something I take great pride in, always paying close attention to details to ensure tasks are completed to the best of my ability. Drawing from my past experiences, I aim to apply the knowledge I have acquired and continue to grow within your company. Longevity is my goal as I seek opportunities to broaden my horizons and acquire new skills. As a new employee in the first 30 days and beyond, you can expect me to build strong relationships, fully understand my role to become a subject matter expert, and be someone you can trust. If given the opportunity to join your team, I am confident that I will bring value and successfully execute my responsibilities. Thank you for considering me.

Overview

9
years of professional experience

Work History

Express Credit Auto/Auto Advantage Finance

Collections Agent
07.2024 - 01.2025

Job overview

  • Taking inbound and outbound calls with a call volume of 100-150 calls per day.
  • Processed payments and applied to customer balances.
  • Persistently reached out to customers with extremely past due accounts to recover lost revenue.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Negotiated with account holders to devise repayment plans and minimize collections receivables.
  • Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
  • Listened to customers and negotiated solutions that met creditor and debtor needs.
  • Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
  • Worked with customer to create debt repayment plan based on current financial condition.
  • Initiated repossession process or service disconnection due to non-payment
  • Contacted customers to discuss past-due accounts and negotiated payment arrangements

Cox Communications

Sales/Retention Agent
12.2023 - 07.2024

Job overview

  • Taking inbound calls with a call volume of 80-100 calls a day.
  • Take calls from customers who are considering downgrading or disconnecting, problem solve while listening to the customer's concerns and steering them toward the best solution
  • Having transparent conversations to help customers understand the value of Cox products and services while uncovering the need to add additional products and services
  • Reaffirm the needs of each customer's household and influence or solidify the why Cox products and services satisfy their needs and why the customer needs to stay with the company
  • I'd upsell, cross-sell, and work to retain every customer with whom you interact that was the main goal
  • Negotiate pricing and identify new opportunities while actively engaging in conversation about our competitors and the value Cox provides
  • Take payments from customers calling in to pay their bill
  • Demonstrated ability to meet and exceed sales targets by effectively selling products and services to customers
  • Developed strong relationships with existing clients to increase customer retention rates and drive repeat business
  • Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
  • Utilized knowledge of customer experience to create specialized plans for customer retention.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.

Signify Health

Member Engagement Coordinator
11.2020 - 11.2023

Job overview

  • Make an average of 300-400 inbound and outbound calls per hour placed by an automatic dialer system to offer, explain, and schedule a free in-home or virtual health evaluation with a provider
  • Follow 20+ scripts, ensure members understand and are comfortable with the terms, and respond to rebuttals persuasively and with professional courtesy
  • Present a positive, professional, and high energy approach to clients, health plan members, and team members
  • Meet daily goals set by the department 300-400 inbound and outbound dials per day, 24 appointments set per day, shift and attendance policy adherence, quality targets, etc
  • Adjust, reschedule, and cancel appointments with both members and contracted providers, as requested
  • Monitor performance results including appointments, calls, handle time, and productivity using designated reporting systems
  • Report member complaints and escalations immediately to Member Engagement Managers
  • Participate in peer side-by-side coaching as needed
  • Pleasantly greeted customers and asked open-ended questions to better determine needs.
  • Maintained high customer satisfaction standards to meet or exceed targets.

Department of Human Services

Administrative Support Specialist
10.2018 - 08.2020

Job overview

  • Responding to over 50 petitioner applications a day.
  • Performs database searches to provide documents by request from internal and external customers in the Case Initiation process for Child Support
  • Identify data requiring further investigation and research
  • Conducts timely data entry to add received documents into databases as needed
  • Acts in an investigative manner to locate the correct information
  • Communicate with other teams to obtain missing information or to clarify details in a timely manner
  • Documents daily work to track performance, updates, corrections, inaccurate information and all finds in the system and program databases

Mercy Call Center

Patient Service Agent (Scheduling & Pre-registration)
01.2016 - 04.2018

Job overview

  • Taking inbound and outbound calls with 50-100 calls per day.
  • Scheduling new patient and follow-up appointments
  • Verifying eligibility and benefits
  • Pre-certify and schedule diagnostic testing and procedures
  • Managing referrals
  • Other duties as assigned
  • Working fast paced Contact Center environment, responsible for scheduling patient appointments and taking patient messages for Mercy Clinics
  • Delivering excellent customer service using exceptional telephone etiquette, while providing patients with general information with regards to appointments, messages, or general Mercy questions
  • Consistently maintain a high level of customer service in all outbound or inbound calls with a pleasant attitude and appropriate follow-up on concerns and requests
  • Maintain confidentiality about all medical and other private donor, client, and business information
  • Maintain and update donor call profiles through accurate data entry
  • Route medical questions through appropriate channels
  • Maintain a high standard of integrity and confidence in all communication with donors
  • Comply with all applicable compliance, safety directives and regulations
  • Successfully getting patients scheduled without a high turnover by 95%

Education

Oklahoma City Community College
Oklahoma City, OK

Bachelor from Business Management
05-2026

University Overview

Oklahoma City Community College
Oklahoma City, OK

Associate of Science from Psychology
08-2021

University Overview

Star Spencer
Spencer, Ok

Highschool Diploma
05.2016

University Overview

Skills

  • Detail oriented
  • Professional written and oral communication skills
  • Typing
  • Basic mathematics
  • Problem solving
  • Analytical
  • Time management
  • Multitasker
  • Computer literacy
  • Microsoft office
  • Microsoft word
  • Organization
  • Customer service
  • Trouble shooting
  • Ability to input information into software system
  • Team player
  • Repayment plan structuring
  • Script adherence
  • De-escalation techniques
  • Client relationship building
  • Upselling and cross selling
  • Strategic thinking

Timeline

Collections Agent
Express Credit Auto/Auto Advantage Finance
07.2024 - 01.2025
Sales/Retention Agent
Cox Communications
12.2023 - 07.2024
Member Engagement Coordinator
Signify Health
11.2020 - 11.2023
Administrative Support Specialist
Department of Human Services
10.2018 - 08.2020
Patient Service Agent (Scheduling & Pre-registration)
Mercy Call Center
01.2016 - 04.2018
Oklahoma City Community College
Bachelor from Business Management
Oklahoma City Community College
Associate of Science from Psychology
Star Spencer
Highschool Diploma
Breanna Bush