Brenisha West
Houston,TX
Summary
Excels in relationship building and insurance claims expertise, enhancing customer satisfaction and streamlining claims processes. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Airbnb Claim Ambassador / Banking
Southerland Global Services
Remote Houston, TX
11.2022 - 01.2026
- Reviewed and analyzed claims to facilitate accurate refund and adjustment decisions.
- Reviewed and authorized claims to ensure compliance with established guidelines.
- Conducted thorough reviews of documentation to uphold accuracy standards.
- Facilitated efficient task management to support timely accomplishment of service objectives.
- Partnered with sales team to maintain accurate inventory levels and swiftly resolve product issues, enhancing operational efficiency.
- Managed customer inquiries regarding billing procedures. Oversaw payment processing to ensure accuracy. Facilitated setup of various payment options for clients.
- Delivered knowledgeable and friendly service to address customer concerns, fostering high levels of satisfaction.
- Boosted customer satisfaction through efficient issue resolution and proactive communication of solutions.
- Provided timely assistance through incoming calls and emails to enhance customer satisfaction and facilitate product and service transactions.
- Addressed and de-escalated customer issues to enhance satisfaction and foster positive relationships.
- Reviewed and processed claims to ensure eligibility and facilitate accurate documentation.
- Facilitated ongoing communication with customers post-issue resolution to enhance service quality.
- Oversaw daily banking operations to enhance customer satisfaction and streamline processes. Guided team in implementing best practices for service delivery. Fostered a collaborative environment to improve team performance and efficiency.
Claims Specialist
Manhattan Life
Houston, TX
09.2019 - 11.2022
- Executed detailed policy research and evidence collection to support effective management of disability claims and ensure accurate account escalation.
- Developed and executed strategic sales plans to meet client needs for tailored life insurance and annuity products.
- Managed payment posting activities while safeguarding the accuracy of financial documentation.
- Conducted thorough evaluations of insurance policies and certificates to effectively identify and quantify covered losses.
- Managed negotiation processes with claimants and attorneys to ensure timely resolution of claims within defined authorization limits.
- Assessed claim adjudication processes and implemented improvements to enhance overall efficiency.
- Supervised claims processing, focusing on accuracy and timeliness to support operational integrity.
- Reviewed and analyzed medical treatment submissions to guarantee adherence to compliance regulations and precision in payment processing.
- Coordinated interactions among policyholders, claimants, providers, and agents to ensure effective claims processing and timely resolution.
- Executed mailbox management tasks to maintain compliance with organizational guidelines and enhance operational efficiency.
- Conducted regular audits and assessments to ensure compliance with state and federal insurance regulations, reinforcing organizational integrity.
- Enhanced product and system knowledge management strategies. Improved communication flow by addressing email inquiries from providers and claimants.
- Assessed and clarified complex documentation, such as training manuals and policies, to ensure clear communication and adherence to guidelines.
- Processed inquiries and delivered resolutions within 2 business days, maintaining high service standards.
- Managed customer interactions by responding to calls and efficiently resolving inquiries to improve overall satisfaction.
- Implemented in-depth understanding of COB subrogation and HIPAA privacy standards to maintain regulatory adherence.
- Conducted thorough reviews of claimant financial data to support precise and effective payment distribution.
- Delivered outstanding customer service and support, strengthening relationships with clients and partners alike.
- Guided negotiations between opposing parties to cultivate mutually beneficial agreements.
- Enhanced tracking and management of claims progress through effective use of claims software systems.
TTEC
Las Vegas, NV
03.2014 - 09.2019
- Engaged with customers to understand requirements and provide tailored product and service recommendations.
- Led the creation of comprehensive sales documentation, oversaw deal finalization, and managed record filing processes. Strategically coordinated the documentation workflow to enhance efficiency in closing deals. Directed the organization of records to ensure seamless access and retrieval.
- Employed strong verbal skills to foster customer engagement and accurately identify needs and requirements.
- Collaborated with team to design and implement credit package deals aimed at improving client satisfaction.
- Oversaw daily banking operations to enhance customer satisfaction and streamline processes. Guided team in implementing best practices for service delivery. Fostered a collaborative environment to improve team performance and efficiency.
- Managed resolution of client concerns and complaints efficiently to maintain high levels of client satisfaction.
- Established and nurtured customer connections to drive sales growth.
- Facilitated customer communication regarding service enhancements, new products, and account adjustments to ensure satisfaction.
- Addressed customer questions to enhance understanding of product offerings and service details.
- Responded to customer inquiries via calls, chats, and emails to ensure timely support and satisfaction.
Lyft Driver
Lyft
Las Vegas, NV
02.2019 - 2024
- Analyzed traffic patterns and executed defensive measures to enhance road safety.
- Ensured precise documentation of vehicle inspection results and repair progress to support operational efficiency.
- Executed calm and effective responses to emergency situations to ensure safety and stability.
- Facilitated transportation services by collecting clients from predetermined locations and delivering them to their requested destinations.
- Planned and evaluated driving routes to ensure timely and efficient trips.
- Facilitated prompt and reliable package delivery to enhance customer satisfaction.
- Compiled and submitted accident reports to ensure compliance with safety protocols during travel.
- Engaged with rideshare platform support teams to enhance operational efficiency and address concerns.
- Assisted in onboarding new drivers by sharing best practices for route optimization and customer engagement.
- Contributed to community initiatives by participating in local events promoting rideshare safety awareness.
Customer Service Representative
Hi Teck
Las Vegas
06.2015 - 2017
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Utilized CRM software to track interactions and enhance customer experience.
- Assisted in training new team members on company policies and procedures.
- Processed orders efficiently, ensuring accuracy and timely delivery.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
High School Diploma - Mathematics
Pete Knight High School
Palmdale, CA05.2010
No Degree - Business
El Camino College
Torrance, CASkills
Assisted customers with inquiries and issues related to Zendesk platform Supported team members in utilizing Zendesk tools effectively Contributed to maintaining a positive customer experience through timely responses
Assisted in coordinating delivery and pickup operations to ensure timely service Supported team members in managing logistics for efficient transportation Contributed to maintaining accurate records of deliveries and pickups
Assisted customers with inquiries and issues to enhance satisfaction Provided support in resolving product-related concerns Facilitated communication between customers and service teams
Cultivated and strengthened professional relationships to enhance collaboration
Optimized scheduling and prioritization of tasks to enhance productivity
Exhibited meticulous attention to detail in all tasks
Assisted in managing financial records using QuickBooks Supported team members in data entry and reconciliation tasks Helped maintain accurate accounts payable and receivable processes
Assisted in maintaining accurate financial records Supported preparation of financial statements and reports Collaborated with team members to ensure compliance with accounting standards
Oversaw social media strategy and execution to enhance brand visibility
Oversaw daily office operations, ensuring efficiency and organization
Executed comprehensive data collection processes to ensure accurate information gathering
Assisted in data entry and management using Microsoft Access Supported team members in generating reports and analyzing data Helped maintain database integrity and accuracy
Spearheaded business development initiatives to drive revenue growth
Assisted guests with inquiries and requests to enhance their experience Supported team members in daily operations to maintain service standards Contributed to a positive atmosphere through friendly interactions with customers
Conducted comprehensive analysis of insurance claims to identify trends and discrepancies
Conducted thorough investigations into claims to ensure accuracy and compliance
Assisted in processing claims appeals to facilitate timely resolutions Supported team members in gathering necessary documentation for appeal submissions Collaborated with stakeholders to address inquiries related to claims status
Conducted thorough investigations into claims to ensure accuracy and compliance
Processed and managed claims submissions to ensure timely resolution
Demonstrated advanced problem-solving capabilities to address complex challenges
Assisted in maintaining product quality through regular inspections Supported teams in identifying defects and implementing corrective actions Contributed to the development of quality assurance protocols
Implemented strategies to enhance overall performance metrics
Logged incoming calls to maintain accurate records of customer interactions and support team efficiency Assisted in tracking call details to enhance service delivery and response times Supported team members by providing timely updates on call statuses and resolutions
Oversaw inbound phone call management to ensure efficient communication and customer support
Processed payments efficiently to support daily operations Assisted customers with payment inquiries and issues Maintained accurate records of transactions and reconciled discrepancies
Addressed and resolved customer issues to enhance satisfaction and loyalty
Facilitated effective complaint resolution processes to enhance customer satisfaction
Assisted customers with inquiries and issues to enhance satisfaction Provided timely solutions to support customer needs Collaborated with team members to improve service delivery
Delivered comprehensive technical support to resolve user issues efficiently
Executed comprehensive call documentation to ensure accurate record-keeping and compliance
Executed technical troubleshooting to resolve system issues efficiently
Demonstrated professional phone etiquette to enhance client interactions
Executed credit adjustment processes to ensure accurate financial records
Assisted customers with inquiries and issues through effective communication Provided support to team members in resolving customer concerns Maintained accurate records of customer interactions and feedback
Additionalinformation - Businesslicense
True
Certification
- Driver's License
- Hazardous Waste Operations & Emergency Response Training
Assessments
- Delivery Driver, Proficient, 02/01/20
- Written Communication, Completed, 06/01/18
- Customer Focus & Orientation, Highly Proficient, 06/01/18
- Customer Service Skills, Familiar, 06/01/18
Personal Information
References
References available upon request.
Timeline
Airbnb Claim Ambassador / Banking
Southerland Global Services
11.2022 - 01.2026
Claims Specialist
Manhattan Life
09.2019 - 11.2022
Lyft Driver
Lyft
02.2019 - 2024
Customer Service Representative
Hi Teck
06.2015 - 2017
TTEC
03.2014 - 09.2019
No Degree - Business
El Camino College
High School Diploma - Mathematics
Pete Knight High School