Breanna Matthews
Houston,TX
Summary
A customer service representative with experience solving customer issues and providing quality care, dedicated to identifying customer needs and delivering effective solutions, skilled in coordination documentation and handling payments
Professional with proven expertise in customer support, adept at resolving issues efficiently and enhancing client satisfaction. Strong collaborator who thrives in team environments and adapts readily to changing demands. Skilled in communication, problem-solving, and using CRM software to deliver impactful results. Known for reliability and results-driven approach, ensuring high standards are consistently met.
Overview
7
7
years of professional experience
Work History
Customer Support Specialist
Harris County Toll Road Authority
07.2024 - Current
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Managed high call volumes 30+ while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Transaction Specialist
Vroom
03.2021 - 01.2024
- Organized, filed and maintained customer, department and regulatory loan documents
- Scanned and uploaded loan related documents into the system
- Carried out pre-funding and audits
- Provided exceptional customer service by promptly and accurately responding to customer inquiries and resolving any issues or concerns
- InCharge of processing payment and applying them to customer balances
- Made daily collection calls in a fast-paced goal-oriented department internally and externally regarding collection issues, processed customer refunds resolve client discrepancies and short payments
Customers Service Representative
Humana
01.2019 - 01.2020
- Assist customers in understanding their healthcare benefits and navigating the insurance claims process
- Ensure compliance with all regulatory requirements and company policies when assisting customers benefits process
- Supported customers in resolving complex healthcare issues by collaborating with internal teams and external providers
- Managed customers' expectations by clarifying needs, identifying options and recommending products and services
Cashier
Walmart
02.2018 - 01.2019
- Improve customer satisfaction by ensuring accurate and efficient cash handling
- Collaborate with other cashiers to ensure smooth and efficient operation of the checkout process
- Process cash and card transaction accurately and efficiently while providing excellent customer service
- Maintain a clean and organized work area to ensure a pleasant shopping experience for customers
Education
HIGH SCHOOL DIPLOMA -
WESTBURY HIGH SCHOOL
05.2016
Skills
- Attention to detail
- Communication
- Problem solving
- Adaptability
- Team building
- Data entry
- Multi-line telephone skills
- Problem-solving
- Customer relationship management (CRM)
- CRM software
- Help desk support
- Conflict resolution
- Payment processing
- Verbal and written communication
- Email communication
Timeline
Customer Support Specialist
Harris County Toll Road Authority
07.2024 - Current
Transaction Specialist
Vroom
03.2021 - 01.2024
Customers Service Representative
Humana
01.2019 - 01.2020
Cashier
Walmart
02.2018 - 01.2019
HIGH SCHOOL DIPLOMA -
WESTBURY HIGH SCHOOL
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