Bria Holloway
Summary
Results-driven professional experienced in delivering exceptional customer service and driving processes from initiation to completion. Demonstrated initiative and teamwork in diverse environments, contributing to organizational goals while continuously seeking opportunities for skill enhancement.
Overview
11
11
years of professional experience
2
2
years of post-secondary education
Work History
Patient Care Representative
Pcp For Life
Houston
01.2024 - Current
- Managed patient inquiries and provided timely information on services.
- Scheduled appointments and coordinated with healthcare providers for patient care.
- Responded to patient concerns, ensuring clear communication and support.
- Maintained accurate patient records within the electronic health record system.
- Collaborated with medical staff to streamline patient check-in procedures.
- Educated patients on insurance benefits and coverage options available.
- Implemented best practices for enhancing patient satisfaction and experience.
- Coordinated appointments, referrals, laboratory tests, and medical records to support healthcare providers in managing patient care.
- Answered incoming calls from patients and other healthcare professionals to answer questions or provide information.
- Maintained updated knowledge of HIPAA regulations related to the release of confidential medical information.
- Verified insurance coverage for all visits to ensure accurate billing procedures were followed.
- Maintained quality care systems and standards to ensure consistent delivery of patient services.
- Facilitated communication among physicians, nurses, pharmacists, insurance companies, and stakeholders to enhance clarity in patient care plans.
- Provided assistance with registration paperwork during new patient intakes.
- Reviewed patient charts prior to each appointment to ensure accuracy of information on file.
- Established strong work network by building professional relationships with physicians and fellow employees.
- Assisted patients in filing pertinent consent forms and payment contract forms.
- Planned, integrated and maintained quality care systems and standards, which resulted in creating and improving medical protocols and guidelines.
- Managed logistics for patient intake and implementation of appropriate courses of treatment.
- Checked prescription refills and initiated authorization requests with insurance companies.
- Coordinated onboarding sessions for new hires to ensure smooth integration.
- Monitored employee progress through assessments and feedback sessions.
- Collaborated with department heads to identify training needs and priorities.
- Organized and coordinated training sessions for new employees.
- Coordinated with managers to identify skill or knowledge gaps and implement training needs.
Tax Analyst
Provalus
Crockett
05.2023 - 02.2025
- Prepared detailed tax documents for individual and corporate clients.
- Analyzed tax returns to ensure compliance with federal and state regulations.
- Reviewed financial statements, identifying potential tax liabilities and deductions to minimize client tax obligations.
- Assisted clients in developing tax planning strategies that optimized financial outcomes and ensured compliance.
- Educated clients on complex tax issues by explaining details in understandable terms.
- Identified tax-related issues and addressed with management team, suggesting methods for improvement.
- Identified tax-related issues, collaborating with management team to propose solutions for improvement.
- Maintained up-to-date knowledge of industry trends and best practices in taxation.
Customer Service Representative
Verizon
06.2022 - 05.2023
- Resolved all inbound customer calls.
- Provided timely resolutions for product/service escalations, enhancing customer experiences.
- Credited customer accounts accurately, maintaining financial integrity.
- Informing new/current customers of new products and services that are provided by the company.
Lead Customer Service Representative
Circle K
Tomball
12.2021 - 06.2022
- Rang up sales, bagged items, requested price checks, honored coupons, collected payment, and provided accurate change to ensure smooth transactions.
- Counted register drawer contents at end of each shift, maintaining accurate receipts, records, and withdrawals for financial accountability.
- Led customer service team to ensure high-quality support at all times.
- Trained new representatives on company policies and customer interaction techniques.
- Resolved customer complaints efficiently to maintain satisfaction and loyalty.
Customer Service Representative
Chase Call Center
Houston
01.2015 - 10.2021
- Maintained customer service and professionalism standards during phone interactions.
- Executed account opening procedures for both new and existing customers.
- Recommended product referrals while following bank regulations for new accounts and supported product sales initiatives to strengthen customer relationships.
Café Barista
Starbucks
Missouri City
12.2014 - 03.2021
- Handle all cash transactions, and receive payment in the form of cash, credit card, etc.
- Prepare bank deposits, general ledger postings and statements.
- Research, track and restore accounting or documentation problems and discrepancies.
- Promoted culture, values, and mission of Starbucks through integrity, honesty, and informed interactions.
- Maintains a calm demeanor during periods of high volume or unusual events to keep the store operating to standard and to set a positive example for the shift team.
- Anticipated customer and store needs by evaluating environment and customer cues to enhance service experience.
- Communicates information to manager so that the team can respond as necessary to create the Third Place environment during each shift.
- Assisted with new partner training by positively reinforcing successful performance and providing respectful coaching.
- Contributes to positive team environment by recognizing alarms or changes in partner morale and performance and communicating them to the store manager.
- Delivered legendary customer service by prioritizing customer needs and fostering meaningful connections.
- Discovers and responds to customer needs.
- Follows Starbucks operational policies and procedures, including those for cash handling and safety and security, to ensure the safety of all partners during each shift.
- Maintains a clean and organized workspace so that partners can locate resources and product as needed.
- Provides quality beverages, whole bean, and food products consistently for all customers by adhering to all recipe and presentation standards.
- Recognizes and reinforces individual and team accomplishments by using existing organizational methods.
Education
Diploma -
Cypress Falls High School
Houston, TX 01.2011 - 05.2013
Skills
- Patient scheduling
- Appointment coordination
- Medical record management
- New patient chart preparation
- Documentation accuracy
- HIPAA compliance
- Electronic documentation
- Quality assurance
- Payment collection
- Call handling
- Conflict resolution
- De-escalation techniques
- Problem solving
- Customer education
- Monitoring tools
- Training delivery
- Training and development
- Time management
- Multitasking
- Organizational skills
- Process improvement
- Satisfaction measurement
- Report preparation
- Researching
- Clerical support
- Microsoft Excel
- Microsoft Outlook
- Account management
- Team collaboration
- Effective communication
- Written communication
- Attention to detail
- Empathy and patience
- Cultural awareness
- Positive and professional
- Punctuality and reliability
- Complaint resolution
- Conflict resolution
- Multi-line telephone operations
- Electronic documentation
- Clerical support
References
Available Upon Request
Timeline
Patient Care Representative
Pcp For Life
01.2024 - Current
Tax Analyst
Provalus
05.2023 - 02.2025
Customer Service Representative
Verizon
06.2022 - 05.2023
Lead Customer Service Representative
Circle K
12.2021 - 06.2022
Customer Service Representative
Chase Call Center
01.2015 - 10.2021
Café Barista
Starbucks
12.2014 - 03.2021
Diploma -
Cypress Falls High School
01.2011 - 05.2013