Brettany Robinson
San Antonio,USA
Overview
19
19
years of professional experience
Work History
Customer Advocate
UnifyCx
San Antonio, TX
11.2023 - 08.2025
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Listened to customers in actively to assess issues and provide accurate information.
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
- Conducted thorough research to provide accurate information and resolve complex issues for customers.
- Developed strong relationships with clients, promoting trust and loyalty through excellent service.
- Maintained comprehensive records of all client interactions, allowing for efficient follow-up and enhanced overall service quality.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Managed multiple priorities effectively while ensuring a high level of accuracy and attention to detail in all tasks performed.
- Generated higher customer loyalty by consistently meeting or exceeding service-level agreements and performance metrics.
- Increased overall efficiency by streamlining workflows within the customer advocate team.
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Collaborated with team members to ensure consistent high-quality service delivery across the organization.
- Contributed ideas for process improvements that led to reduced wait times for customers seeking assistance over the phone or via email/chat platforms.
- Implemented a proactive approach in anticipating potential problems, preventing escalations and negative feedback from customers.
- Provided timely support during high-traffic periods, ensuring all customers received prompt assistance and resolution of issues.
Customer Care Representative
Wipro
San Antonio, TX
03.2021 - 11.2023
- Assisted large volume of customers daily, focusing on satisfaction and relationship building.
- Managed high call volume with exceptional professionalism, enhancing overall customer experience.
- Resolved customer inquiries promptly, demonstrating strong problem-solving skills.
- Maintained high product knowledge for accurate support and information delivery.
- Streamlined communication techniques to improve response times on calls.
- Utilized CRM systems for tracking interactions and updating customer accounts accurately.
- Logged detailed records of calls and solutions provided, ensuring accountability.
- Engaged in team meetings, contributing ideas for improving departmental performance.
Medical Scheduler
Maxim/QTC Health Services
San Antonio, TX
03.2020 - 05.2020
- Set initial appointments for VA veterans, contacted providers to inform of scheduling or rescheduling. Provided Veteran with information on medical claims submitted.
Operator
United Language Group
San Antonio, TX
03.2019 - 10.2019
- Operator for translator services, connected client to translator for language needed, to proceed with call. Used over 200 language services.
Customer Service Representative
Conduent
07.2018 - 03.2019
- WORKED WITH MEDICARE PATIENTS, PROVIDED CLAIMS AND BENEFIT INFORMATION. COMPLETED 80 PLUS CALLS A DAY. CONTACTED PROVIDERS REGARDING CLAIM INFORMATION ON BEHALF OF MEMBER. ALSO SCHEDULED APPOINTMENTS IF MEMBER REQUESTED. CONNECTED MEMBERS TO VENDORS FOR MEDICAL EQUIPMENT.
Captioning Agent
Caption Call
San Antonio, TX
01.2018 - 07.2018
- Captioned calls for the hearing impaired. Also entered Data using various computer systems. Completed 200 plus calls a day.
Meter specialist
Dahill/express employment
San Antonio, TX
02.2017 - 05.2017
- Collected meter reads from customers who had a contract with Xerox. Handled a branch with 2000 plus devices. Entered data sent emails also replied to customers emails.
Meter specialist
Dahill/express employment
San Antonio, TX
02.2017 - 05.2017
- Collected meter reads. Handled a branch for Austin tx the customers had contracts with Xerox .sent emails to customers also responded to the customer. Used Excel , Outlook.
Customer Service Representative
Connexion Point
San Antonio, TX
07.2016 - 01.2017
- Enrolling for Blue Cross Blue Shield submitting applications for members or clients whom are new to Medicare. Data entry/ Clerical
Customer Service Representative
millenium 1 Solutions
San Antonio, TX
04.2015 - 01.2016
- Responsibilities Filed insurance claims on behalf of customers that had there cellular devices insured. Accomplishments Kept adherence at a good percentage great quality scores had great average handle time Skills Used Data entry
Driver
Star Shuttle & Charter
San Antonio, TX
03.2010 - 08.2013
- Responsibilities Picked up clients and drove to required destinations. Accomplishments Received certificate for good driving with no accidents. Skills Used I helped clients feel safe an knowing that they would make it home or to thr destination safely.
Clerical data entry/Customer service representative
USAA/Peyton Resource Group
San Antonio, TX
02.2008 - 01.2009
- Responsibilities Reviewed applications and entered data also did outbound calls to clients which hadn't completed their applications. Accomplishments I started off as a data entry clerk and moved up as to where I called clients and help them with their life insurance policies. Skills Used Data entry and customer service satisfaction
Caregiver
South Texas Community Living
San Antonio, TX
03.2007 - 09.2007
- Responsibilities Cared for clients in a group home. Prepared meals gave baths to some clients and assisted with their daily activities. Skills Used Caring for people who couldn't care for themselves.
Sales Support
RGIS
San Antonio, TX
11.2006 - 03.2007
- Responsibilities Counted inventory for retail stores. Accomplishments Got a raise within 2 months of being there. Skills Used Completed tasks on a satisfactory level.
Education
GED - Basics
Navarro Academy
San Antonio, TX01.2005
Skills
- CSR
- Call Center
- Customer Care
- Customer Service
- Customer Support
- Communication Skills
- Microsoft Excel
- Medical Scheduling
- Medical Records
- Medical Terminology
Insurance Verification
Data Entry
Provider Relations
Websites
ASSESSMENTS
- Problem Solving — Completed
- December 2019
- Measures a candidate's ability to analyze relevant information when solving problems
- Full results: https://share.indeedassessments.com/share_to_profile/984d9585ccf58e8d9c0d3318b8554feeed53dc074545cb7
- CSR - Customer Service Representative — Highly Proficient
- September 2019
- Responding to customer situations with sensitivity.
- Full results: https://share.indeedassessments.com/share_to_profile/47784c3b94f825c517f6feb629c18b20eed53dc074545cb7
- Scheduling — Familiar
- March 2019
- Measures a candidate's ability to cross-reference agendas and itineraries to avoid conflicts when creating schedules.
- Full results: https://share.indeedassessments.com/share_to_profile/26cbda7180d2deb3c82d1cf1b422b5dceed53dc074545cb7
- Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Timeline
Customer Advocate
UnifyCx
11.2023 - 08.2025
Customer Care Representative
Wipro
03.2021 - 11.2023
Medical Scheduler
Maxim/QTC Health Services
03.2020 - 05.2020
Operator
United Language Group
03.2019 - 10.2019
Customer Service Representative
Conduent
07.2018 - 03.2019
Captioning Agent
Caption Call
01.2018 - 07.2018
Meter specialist
Dahill/express employment
02.2017 - 05.2017
Meter specialist
Dahill/express employment
02.2017 - 05.2017
Customer Service Representative
Connexion Point
07.2016 - 01.2017
Customer Service Representative
millenium 1 Solutions
04.2015 - 01.2016
Driver
Star Shuttle & Charter
03.2010 - 08.2013
Clerical data entry/Customer service representative
USAA/Peyton Resource Group
02.2008 - 01.2009
Caregiver
South Texas Community Living
03.2007 - 09.2007
Sales Support
RGIS
11.2006 - 03.2007
GED - Basics
Navarro Academy