BREAUNA TAYLOR
Douglasville,GA
Summary
Customer service professional with a background in high-volume call centers, benefits and policy support, and accurate account documentation. Promoted to Subject Matter Expert for strong product knowledge, escalation handling, and team guidance, with a focus on customer retention and efficient issue resolution.
Overview
1
1
Certification
7
7
years of professional experience
Work History
Blended Customer Service Representative
Progressive
08.2023 - 05.2025
- Answered 20–30 inbound customer calls each day, identified customer needs, and delivered accurate, personalized solutions.
- Supported customers with account and policy questions, explaining products, services, and available options in clear, professional language.
- Resolved customer concerns to enhance retention and deliver high-quality service for positive customer experiences.
- Reviewed customer accounts and prepared customized quotes, ensuring accuracy and enhancing customer satisfaction.
- Kept customer records and documentation accurate while following company policies and compliance standards.
- Collaborated with leadership and team members on process improvements and contributed to team meetings and presentations.
Customer Service Representative / Subject Matter Expert
Priority Health
10.2019 - 08.2023
- Promoted to Subject Matter Expert based on strong performance, product knowledge, problem-solving skills, and leadership abilities.
- Provided real-time support and guidance to team members on policies and systems, enhancing resolution of complex customer situations.
- Resolved complex customer concerns and escalations while maintaining professionalism, empathy, and a high level of service.
- Assisted with escalated cases by researching issues, identifying solutions, and ensuring timely resolution to improve customer satisfaction.
- Utilized Salesforce CRM to research customer accounts, document interactions, and efficiently resolve service issues.
- Assisted Priority Health Medicare members with account, benefits, claims, eligibility, and coverage questions.
Customer Service Representative
AAA
08.2018 - 08.2019
- Managed 100+ inbound calls daily assisting members with roadside assistance requests, service coordination, account inquiries, and issue resolution.
- Provided troubleshooting assistance and guided customers through solutions, maintaining professionalism and empathy to enhance customer satisfaction.
- Coordinated with local towing providers to dispatch services and verify availability, ensuring timely support for customer requests.
Education
High School Diploma -
West Michigan Aviation Academy
Skills
- CRM and Salesforce proficiency
- Customer service
- Call center operations
- Account support
- Customer issue resolution
- Customer retention strategies
- Data entry and documentation
- Microsoft Excel expertise
- Microsoft PowerPoint skills
- Escalation management
- Problem solving techniques
- Team collaboration
- Verbal communication
- Conflict resolution
- Office applications
- Product education
Certification
Personal Lines, State of Michigan
Timeline
Blended Customer Service Representative
Progressive
08.2023 - 05.2025
Customer Service Representative / Subject Matter Expert
Priority Health
10.2019 - 08.2023
Customer Service Representative
AAA
08.2018 - 08.2019
High School Diploma -
West Michigan Aviation Academy