Breonna Pendleton
Summary
Driven by a passion for customer satisfaction, I leveraged my problem-solving skills and call center experience at Keypro to enhance service delivery, significantly reducing claim processing times. My expertise in customer relationship management and ability to maintain composure under pressure led to improved customer loyalty and satisfaction. Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Representative
One Touch Direct
01.2020 - 01.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Customer Care Service Representative
Keypro
02.2022 - 03.2024
- Contributed to the development of updated training materials for new employees, ensuring consistent service delivery across the team.
- Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Followed up with customers on unresolved issues.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Examined reports, accounts, and evidence to determine integrity and accuracy of information.
- Answered phone promptly and directed incoming calls to correct offices.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Researched and analyzed complex claims to determine next steps and possible outcomes.
- Handled complex claim issues, effectively communicating with patients, providers, and insurance companies to ensure resolution.
- Collaborated with healthcare providers for timely resolution of discrepancies, ensuring accurate reimbursement.
- Reduced claim processing time by implementing streamlined workflows and maintaining thorough documentation.
Education
Associate of Science - Healthcare Science
Rasmussen College University
Brandon09.2023
Associate of Arts - Communications
Hillsborough Community College
Tampa, FL07.2017
High School Diploma -
King High School
Tampa, FL05.2015
Skills
- Customer Service
- Inbound Customer Service
- Problem Resolution
- Customer Relations
- First Call resolution
- Call center experience
- Data Entry
- Customer Relationship Management
- Appointment Scheduling
- Customer Support
- Customer Satisfaction
- Call Center Customer Service
- Written and oral communication
- Problem-solving skills
- Verbal and written communication
Certification
- High School Diploma - 2015
- Associate In Communication - 2017
- Diploma In Health Science - 2023
Timeline
Customer Care Service Representative
Keypro
02.2022 - 03.2024
Customer Service Representative
One Touch Direct
01.2020 - 01.2022
Associate of Science - Healthcare Science
Rasmussen College University
Associate of Arts - Communications
Hillsborough Community College
High School Diploma -
King High School
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