Breasia Brown
Norfolk,VA
Summary
Dedicated and personable customer service professional with over 10 years of experience in providing exceptional support and resolving customer issues. Proven ability to communicate effectively, manage time efficiently, and solve problems swiftly. Adept at using customer service software and tools, with a strong understanding of product knowledge to enhance customer satisfaction. Skilled in conflict resolution, teamwork, and adapting to diverse customer needs, ensuring a positive and seamless customer experience.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Teleperformance USA
Norfolk , VA
10.2022 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Claims Benefit Specialist
Nationwide
Norfolk, VA
03.2021 - 09.2022
- Reviewed and evaluated customer claims for accuracy, completeness and compliance with company policies.
- Compiled data from various sources to assess benefit eligibility and entitlement.
- Documented claim processing activities in accordance with established procedures.
- Provided technical advice regarding claims status, benefits coverage and other related issues.
- Conducted periodic audits of claim files to ensure compliance with applicable laws and regulations.
- Resolved complex customer inquiries relating to their benefit packages or entitlements.
- Facilitated resolution of disputes between claimants and insurers by providing accurate information regarding policy terms and conditions.
- Evaluated financial records such as tax returns, bank statements, pay stubs., to determine eligibility for benefits or entitlements.
- Verified customer eligibility for specific benefits according to established criteria.
- Monitored changes in state and federal law that may affect beneficiary rights or entitlements.
- Maintained up-to-date knowledge of relevant laws, regulations, policies, procedures., related to benefit programs.
- Assisted claimants, providers and clients with problems or questions regarding claims.
Customer Service Representative Team Lead
Quantum Media
Norfolk , VA
01.2020 - 08.2022
- Provided guidance and support to Customer Service Representatives on a daily basis.
- Created, implemented and maintained departmental policies and procedures.
- Developed customer service strategies to improve customer satisfaction ratings.
- Conducted regular one-on-one meetings with staff members to discuss individual performance goals.
- Monitored team performance metrics such as call wait times, average handle time and first call resolution rates.
- Resolved escalated customer complaints in a timely manner.
- Performed quality assurance audits of calls handled by representatives.
- Maintained accurate records of employee attendance, vacation days and sick leave requests.
- Assessed team workloads to ensure adequate coverage during peak periods of demand.
- Provided technical assistance to customers through online chat or telephone support.
- Assisted customers in navigating website and troubleshooting issues with products or services.
- Resolved customer complaints in a timely manner while maintaining a positive attitude.
Customer Care Representative
Viking Cruises
Norfolk, VA
06.2018 - 11.2019
- Answered customer inquiries over the phone and via email.
- Provided accurate, valid, and complete information to customers.
- Resolved customer complaints promptly and professionally.
- Built sustainable relationships of trust through open communication with customers.
- Gathered customer feedback to suggest improvements for products and services.
- Identified opportunities to upsell additional services when appropriate.
- Ensured compliance with company policies regarding privacy laws and data protection regulations.
- Created monthly reports summarizing customer service activities including number of calls handled, resolution rate.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- Analyzed trends in call volume data in order to anticipate peak periods and adjust staffing accordingly.
- Escalated unresolved issues requiring further investigation or specialized expertise.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Education
High School Diploma -
T. Washington High School
Norfolk, VA11-2019
Skills
- 1 Communication Skills: Ability to clearly convey information and listen to customers
- 2 Problem-Solving: Finding effective solutions to customer issues
- 3 Patience: Handling difficult situations calmly and professionally
- 4 Empathy: Understanding and addressing customer needs and concerns
- 5 Technical Proficiency: Familiarity with customer service software and tools
- 6 Time Management: Efficiently managing tasks and prioritizing customer requests
- 7 Adaptability: Adjusting to different situations and customer needs
- 8 Teamwork: Working well with others to provide excellent service
- 9 Conflict Resolution: Effectively resolving disputes and maintaining customer satisfaction
- 10 Product Knowledge: Understanding the products or services offered to assist customers better
Timeline
Customer Service Representative
Teleperformance USA
10.2022 - Current
Claims Benefit Specialist
Nationwide
03.2021 - 09.2022
Customer Service Representative Team Lead
Quantum Media
01.2020 - 08.2022
Customer Care Representative
Viking Cruises
06.2018 - 11.2019
High School Diploma -
T. Washington High School