Brehonna Brehon
Wichita,KS
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
7
7
years of professional experience
Work History
Call Center Customer Service Representative
Fiserv
01.2024 - Current
- Spearheaded ACH payment processing and provided timely payoff quotes, enhancing payment accuracy and customer satisfaction.
- Monitor Accounts: Regularly review and manage a portfolio of overdue accounts.
- Contact Customers: Reach out to customers via phone, email, or other communication channels to discuss overdue payments and negotiate payment plans.
Resolution Coordinator III
Walmart
07.2023 - 01.2024
- Managed high call volumes, demonstrating strong multitasking and prioritization to address customer and associate inquiries.
- Managed a high volume of incoming calls from customers, stores, and associates, demonstrating excellent multitasking and prioritization skills to address inquiries efficiently.
- Navigated multiple systems with dexterity to research and gather relevant information, enabling the effective resolution of complex customer and associate issues.
Quality Assurance Representative
Faneuil
10.2020 - 06.2023
- Follow Up on Claims: Track and follow up on unpaid or denied insurance claims, ensuring that claims are properly submitted and processed.
- Billing Codes and Procedures: Familiarity with medical billing codes (CPT, ICD-10) and insurance claim procedures.
- Billing Software: Experience with healthcare billing software and electronic health record (EHR) systems.
Senior Customer Experience Representative
Textron Aviation
03.2019 - 06.2020
- Provided advanced support and guidance to a team of 15 representatives, resolving complex inquiries, and escalating issues.
- Served as a subject matter expert, providing advanced-level support and guidance to a team of 15 customer service representatives to address complex inquiries and resolve escalated issues.
- Spearheaded the development and implementation of customer-centric policies and procedures, driving continuous improvement in the quality of service delivery and customer satisfaction.
Live Chat Technical Support Representative
H&R Block
Kansas
08.2017 - 02.2019
- Resolved technical issues via live chat with a 95% satisfaction rate, guiding clients through tax software setup and troubleshooting.
- Resolved client technical issues via live chat, achieving a 95% customer satisfaction rate through the delivery of efficient and personalized support.
- Guided clients through the tax software setup process, reducing the average setup time by 40% through clear and concise troubleshooting steps.
Education
Associate of Applied Science -
Johnson County Community College
01-2025
High School Diploma -
Wichita Southeast High School
05-2008
Skills
- Collections Management
- Account management
- Payment processing
- Dispute resolution
- Customer Service
- High-level customer support
- Problem-solving
- Empathy
- Conflict resolution
- Technical Skills
- CRM software
- Technical troubleshooting
- Data analysis
- Communication
- Written and verbal communication
- Active listening
- Presentation and training
- Operational Efficiency
- Workflow optimization
- Quality control
- Performance metrics
Timeline
Call Center Customer Service Representative
Fiserv
01.2024 - Current
Resolution Coordinator III
Walmart
07.2023 - 01.2024
Quality Assurance Representative
Faneuil
10.2020 - 06.2023
Senior Customer Experience Representative
Textron Aviation
03.2019 - 06.2020
Live Chat Technical Support Representative
H&R Block
08.2017 - 02.2019
Associate of Applied Science -
Johnson County Community College
High School Diploma -
Wichita Southeast High School
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