Summary
Overview
Work History
Education
Skills
Timeline
Generic

Bria Z. Collier

Houston

Summary

Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.

Authorized to work anywhere in the U.S.

Overview

4
4
years of professional experience

Work History

Remote Senior Customer Service Rep

United Health Group
09.2022 - Current
  • The primary role of the customer service representative is to interact with customers and to address their concerns, answer their questions and assist with their healthcare needs with professionalism, patience, and a “people-first” attitude, with the main objective being first-call resolution.
  • Some of my duties include but are not limited to, answering calls, responding to emails in timely fashion, researching and fact checking pertinent information to assist members to the best of my ability, as well as following up to ensure prompt responses to the customers’ inquiry while operating across multiple monitors and systems, simultaneously.

Remote Member Services Chat Specialist

Prime Therapeutics
09.2021 - 09.2022
  • My duties included responding to incoming calls,emails and chat inquiries from members, pharmacies, and doctors’ offices about requests for information on medication and benefits, investigating and resolving member inquiries in a timely manner or escalating to appropriate team member, adhering to and reinforcing Prime and departmental standard operating procedures and training guidelines specific to HIPAA and focusing on first call resolution.
  • Assisted in resolving complex issues, ensuring customer satisfaction and retention.
  • Monitored chat interactions, identifying trends to improve response efficiency and service quality.
  • Provided prompt and accurate responses to customer inquiries via chat platform.

Remote Customer Service Agent

ATC Contact Center
06.2021 - 09.2021
  • The main objective of this position is to effectively assist inbound callers at a fast rate.
  • This position required great communication skills, as well as the ability to work effectively across multiple software applications.

Education

No Degree - Medical Assisting

Concorde Career College
San Bernardino, CA
03-2016

High School Diploma -

Choice 2000 On-Line CME
Perris, CA
03-2013

Skills

  • Organizational skills
  • Analytical skills
  • Strong communication and problem solving skills
  • Data entry (5 years)
  • Customer service (10 years)
  • Time management
  • Active listening
  • Customer support
  • Complaint resolution
  • Call control
  • De-escalation techniques
  • CRM software
  • Live chat support
  • Call metrics

Timeline

Remote Senior Customer Service Rep

United Health Group
09.2022 - Current

Remote Member Services Chat Specialist

Prime Therapeutics
09.2021 - 09.2022

Remote Customer Service Agent

ATC Contact Center
06.2021 - 09.2021

No Degree - Medical Assisting

Concorde Career College

High School Diploma -

Choice 2000 On-Line CME

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