Breonna Sims

• Researched billing errors and discrepancies to initiate corrective action.
• Established relationships with customers to encourage payment of delinquent accounts.
• Responded to customer inquiries and provided detailed account information.
• Supported sales efforts by identifying upselling opportunities within existing client portfolios, resulting in increased revenue generation.
• Participated in regular team meetings to stay abreast of changes in industry regulations, policies, and procedures affecting client accounts.
• Fostered a positive work environment amongst team members by actively participating in collaborative efforts towards shared goals and objectives.
• Enhanced client satisfaction by providing timely and accurate account information.

Highlights: community support December 2022

Floor support June-present 2024

• Assisted members with understanding their policies
• Responded proactively and positively to rapid change.
• Maintained up-to-date knowledge of product and service changes.
• Educated members about billing, payment processing and support policies and procedures.
• Responded to member requests, offering excellent support and tailored recommendations to address needs.
• Met customer call guidelines for service levels, handle time and productivity.

• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
• Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
• Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
• Identified upselling opportunities to increase revenue generation.