Bria Power
Humble,TX
Summary
Results-driven customer service professional with a proven track record of delivering an exceptional customer experience. Committed to exceeding performance metrics with an emphasis in quality and customer satisfaction.
Overview
12
12
years of professional experience
Work History
Digital Banker
U.S. Bank
Houston, TX
05.2022 - Current
- Utilize resources such as knowledge base and FAQs and provide support via phone and chat
- Collaborate with cross-functional teams to streamline the customer experience.
- Create, update and maintain tickets within the Zendesk database
Provider Service Representative
Cigna
10.2019 - 05.2022
- Responded to provider inquiries related to claims, eligibility, and care management
- Routed complaints, grievances, and appeals to appropriate department
- Coordinated health plans, providers and patients for issue resolution.
Quality Assurance Auditor
ACCC Insurance Company
02.2018 - 10.2019
- Researched customer concerns regarding billing, payments, coverage and underwriting requirements
- Assisted appointed agents with new and existing auto insurance policies.
- Monitored live and recorded calls to provide coaching opportunities.
Customer Service Representative
Sutherland Global Services
02.2016 - 06.2017
- Managed multiple campaigns as a tax software specialist and accounts payable representative
- Handled an influx of inbound and outbound calls to resolve account delinquencies.
- Studied tax laws for at least 30 states to assist with tax preparation
Benefits Representative
Empyrean Benefit Solutions
09.2015 - 02.2016
- Lead for 13 multi-client team
- Partnered with business analysts to resolve enrollment issues
- Process health and welfare enrollments for new hires, annual enrollment and qualifying life changes.
Customer Service Representative
Aon Hewitt
10.2012 - 09.2015
- Communicated with participants, clients and vendors to service benefit needs
- Addressed concerns on health and welfare benefits, life changing events and QMCSO’s
- Reduced escalation by educating participants on self service options.
Education
Associate of Arts - Business Administration
Houston Community College
Houston, TX05-2026
Skills
- Proficient in Microsoft Office
- Data analysis
- Excellent verbal and written communication
- Solution-oriented
- Agile project management
- Risk management
Timeline
Digital Banker
U.S. Bank
05.2022 - Current
Provider Service Representative
Cigna
10.2019 - 05.2022
Quality Assurance Auditor
ACCC Insurance Company
02.2018 - 10.2019
Customer Service Representative
Sutherland Global Services
02.2016 - 06.2017
Benefits Representative
Empyrean Benefit Solutions
09.2015 - 02.2016
Customer Service Representative
Aon Hewitt
10.2012 - 09.2015
Associate of Arts - Business Administration
Houston Community College