BRENDA K. RANDALL
Greensboro,NC
Summary
Administrative and customer support professional with a background in financial services, insurance, claims, and healthcare environments. Handles high-volume inquiries, researches account and records information, documents sensitive issues, and resolves concerns with accuracy, confidentiality, and compliance. Known for clear communication, empathy, sound judgment, and steady performance across multiple priorities.
Overview
14
14
years of professional experience
Work History
Credit Assistance Specialist
BANK OF AMERICA
Greensboro, NC
09.2025 - 07.2026
- Manage a high-volume portfolio of client accounts while serving as a primary point of contact for customers with questions, concerns, payment issues, and individual financial circumstances.
- Use active listening, effective questioning, empathy, and professionalism to understand customer needs and provide appropriate assistance.
- Conducted telephone contacts with customers to gather information, identify concerns, assess circumstances, and determine next steps for effective resolution.
- Review account information and computerized records to research customer concerns, verify information, identify discrepancies, and determine appropriate solutions.
- Navigated automated systems and account tools to obtain information, research issues, and ensure timely resolution of customer requests.
- Exercise sound judgment when evaluating individual circumstances and determining appropriate solutions within established policies, procedures, compliance requirements, and service standards.
- Resolved customer concerns within established guidelines and escalated matters for additional assistance or specialized support.
- Communicate complex or sensitive financial information clearly and professionally to individuals who may be frustrated, distressed, or experiencing difficult circumstances.
Independent Insurance Agent (self empl)
BK INSURANCE SOLUTIONS
Greensboro, NC
08.2017 - 01.2025
- Managed the full customer relationship lifecycle for Medicare and Affordable Care Act products, including needs assessment, education, enrollment support, and ongoing service.
- Evaluated customer information to understand individual circumstances, eligibility, plan needs, and enrollment requirements while ensuring tailored support.
- Guided individuals through complex decisions involving plan options, eligibility, enrollment timelines, and changing personal circumstances.
- Presented complex healthcare-related information in an accessible manner, helping individuals understand available options and make informed decisions.
- Provided ongoing customer service following enrollment and responded to questions and changing circumstances throughout the client relationship.
- Maintained documentation while balancing customer service and compliance, ensuring accurate account management and adherence to regulations.
- Conducted educational seminars and proactive outreach to inform individuals about available healthcare products and services, enhancing community awareness.
- Recruited, hired, and trained licensed agents and developed agency workflows to improve service capacity and operational consistency.
- Managed multiple customer needs and competing priorities while maintaining professionalism, accuracy, confidentiality, compliance, and service quality.
Licensed Personal Lines Insurance Producer & Account Manager
HUB INTERNATIONAL
Greensboro, NC
01.2023 - 02.2024
- Acted as primary point of contact for a complex book of business, addressing client inquiries and coordinating service needs throughout the account lifecycle to ensure client satisfaction.
- Explained complex insurance information, requirements, and available options in clear and understandable language.
- Conducted structured needs assessments, gathered relevant information, reviewed account details, and developed appropriate recommendations based on individual circumstances.
- Served as an escalation point for complex service issues, independently researching concerns and coordinating with clients and insurance carriers to reach appropriate resolutions.
- Established and nurtured professional relationships through effective communication, proactive follow-up, regular account reviews, and responsive service to enhance client engagement.
- Communicated with multiple stakeholders while maintaining accurate information, timely follow-up, and accountability for client outcomes.
- Managed multiple priorities and service requests while adhering to carrier guidelines and underwriting requirements.
- Advocated for clients while balancing customer needs, established guidelines, compliance requirements, and organizational objectives.
Insurance Producer
ALLSTATE INSURANCE
Greensboro, NC
09.2021 - 01.2022
- Educated customers regarding complex products, coverage options, requirements, and policy changes with clear, customer-focused communication.
- Conducted policy reviews and processed coverage changes while maintaining accurate and timely customer information.
- Addressed customer questions and service issues, ensuring accurate and timely resolutions.
- Delivered customer service by responding to inquiries, identifying needs, gathering information, and recommending tailored solutions.
- Coordinated multiple customer requests with a focus on accuracy, compliance, and service quality.
- Communicated professionally with customers experiencing concerns or dissatisfaction and worked to resolve issues while maintaining a positive service experience.
Client Services Agent
HOLDENRID INSURANCE GROUP
Winston-Salem, NC
01.2018 - 09.2018
- Managed high-volume customer inquiries involving personal lines, commercial property and casualty, and life insurance.
- Gathered customer information, researched account and coverage questions, and provided accurate information regarding policies and requirements.
- Coordinated competing requests from dealerships, mortgage companies, and individual clients, ensuring timely follow-up and high service quality.
- Researched complex customer concerns and collaborated with internal and external resources to achieve effective resolution.
- Escalated complex matters appropriately and maintained professional communication throughout the resolution process.
- Maintained accurate customer information and documentation while efficiently managing high volume of service requests.
- Educated clients, realtors, and mortgage lenders on flood insurance requirements and compliance considerations.
Complex Claims Examiner Long-Term Care
LINCOLN FINANCIAL GROUP
Greensboro, NC
10.2014 - 09.2017
- Managed end-to-end processing of complex long-term care and universal life claims involving information gathering, investigation, benefit calculations, documentation, regulatory requirements, and communication with multiple stakeholders.
- Reviewed and analyzed policy provisions, claimant information, medical-related documentation, and other available records to evaluate individual claim circumstances and determine appropriate action.
- Evaluated complex information and determined claim outcomes.
- Coordinated information among stakeholders to ensure timely and accurate resolution of complex claims, enhancing overall claim processing efficiency.
- Communicated with physicians, attorneys, and state insurance departments to obtain, clarify, and exchange information required to support claim processing and resolution.
- Communicated with claimants and families on sensitive matters, providing clear explanations and addressing questions with professionalism and empathy.
- Upheld standards for accuracy, quality, compliance, and confidentiality while ensuring professional communication in a highly regulated environment.
Personal Lines & Flood Agent
BB&T INSURANCE SERVICES
Greensboro, NC
08.2012 - 09.2014
- Managed customer relationships and full-cycle service for home, auto, and flood insurance accounts, ensuring client satisfaction and retention.
- Conducted customer needs assessments and presented tailored insurance solutions based on individual circumstances and coverage requirements.
- Cultivated professional relationships with customers and business partners through effective communication and timely service.
- Educated mortgage and real estate partners regarding National Flood Insurance Program requirements and coverage considerations.
- Responded to customer inquiries and coordinated service needs while maintaining accurate records and timely follow-up.
- Managed multiple service requests while maintaining accuracy, professionalism, and attention to customer needs.
Education
Bachelor of Science - Business Management
University of Phoenix
Phoenix03-2024
Associate of Arts - Human Services Management
University of Phoenix
Phoenix08-2012
Skills
- Customer account systems
- Computerized Customer Account Systems
- Digital Record Keeping
- Telephonic Customer Engagement
- Needs assessment
- Issue resolution
- Complaint resolution
- Workflow coordination
- Administrative & Customer Support
- Interdepartmental communication
- Microsoft Office Suite
- Problem solving
- Customer education
- Account management systems
Personal Information
Title: ADVANCED MEDICAL SUPPORT ASSISTANT
RELEVANT HEALTHCARE & SERVICE EXPERIENCE
- Experience supporting individuals with Medicare and Affordable Care Act products, including needs assessment, eligibility considerations, enrollment processes, education, and ongoing service.
- Experience processing complex long-term care claims involving medical-related information, claimants, family members, physicians, attorneys, and regulatory organizations.
- Experience communicating sensitive and complex information to individuals and families in situations requiring empathy, professionalism, discretion, and sound judgment.
- Experience working within highly regulated environments requiring accurate documentation, confidentiality, compliance, and adherence to established procedures.
ADDITIONAL QUALIFICATIONS
- Licensed Property & Casualty Insurance Professional
- Extensive experience in regulated financial-services and insurance environments
- Extensive experience handling sensitive customer and personal information
- Strong written and verbal communication skills
- Demonstrated ability to manage high-volume workloads and competing priorities
- Demonstrated ability to work independently and collaboratively
- Strong problem-solving, organizational, analytical, and interpersonal skills
- Experienced working with individuals experiencing difficult, stressful, or complex circumstances
VETERAN STATUS
United States Army Veteran Honorable Discharge
Timeline
Credit Assistance Specialist
BANK OF AMERICA
09.2025 - 07.2026
Licensed Personal Lines Insurance Producer & Account Manager
HUB INTERNATIONAL
01.2023 - 02.2024
Insurance Producer
ALLSTATE INSURANCE
09.2021 - 01.2022
Client Services Agent
HOLDENRID INSURANCE GROUP
01.2018 - 09.2018
Independent Insurance Agent (self empl)
BK INSURANCE SOLUTIONS
08.2017 - 01.2025
Complex Claims Examiner Long-Term Care
LINCOLN FINANCIAL GROUP
10.2014 - 09.2017
Personal Lines & Flood Agent
BB&T INSURANCE SERVICES
08.2012 - 09.2014
Bachelor of Science - Business Management
University of Phoenix
Associate of Arts - Human Services Management
University of Phoenix