Bria HOOKS

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• Managed the day-to-day operations of the program, ensuring compliance with applicable policies and regulations.
• Wrote, implemented and enforced volunteer program policies, procedures and standards.
• Reviewed resumes, conducted phone screens, and managed candidate pipelines.
• Provided guidance and support to program participants in navigating resources, services, and opportunities.
• Resolved discrepancies between payroll records and employee inquiries

• Answered customer inquiries and provided accurate information regarding products and services.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Identified and analyzed complex problems to develop effective solutions.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

• Effectively communicated with customers about account changes, new products or services and potential upgrades.
• Acquired new customers, generating of team revenue.
• Evaluated customer account information to assess current issues and determine potential solutions.
• Executed numerous outbound calls each week to existing customers, resulting in increased in sales.
• Responsible for meeting monthly business goals.
• Helped customers find specific products, answered questions, and offered product advice.

• Answered incoming calls from Medicare beneficiaries, providing them with information regarding their benefits.
• Addressed customer concerns with patience, while deescalating and efficiently solving problems.
• Asked probing questions to determine service needs and accurately input information into electronic systems.
• Responded promptly to customer inquiries about coverage options, claims status, and other related topics.
• Met or exceeded call speed, accuracy, and volume benchmarks on consistent basis.

• Monitored and authorized entrance and departure of employees and visitors daily.
• Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
• Monitored central alarm systems for fire, intrusion and duress alarms and responded to emergencies weekly.
• Investigated alarms and disturbances to maintain safety.
• Surveilled all areas within facility to identify suspicious behavior.

• Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
• Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
• Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
• Cultivated hands-on training, assessment, guidance and performance monitoring programs to coach and mentor employees.
• Enforced company policies and procedures to strengthen operational standards across departments.