Summary
Overview
Work History
Education
Skills
Education and Training
Timeline
Generic

Briahna Watson

Nashville,TN

Summary

Ambitious and highly motivated with several years of work from home call center experience, including health care, concierge, appointment scheduling, pharmacy benefits, entry level sales, retail customer support and technical support. Familiar with most Microsoft and Google applications along with various customer management systems including Avaya, Twilio, Five9, Zendesk, Ringcentral, Intercom, Amazon Connect and Hubspot.

Overview

5
5
years of professional experience

Work History

IOS Technical Chat Advisor

Apple
09.2024 - 03.2025
  • Troubleshot technical issues via chat related to hardware, software, and Apple services like iCloud, iTunes, or the App Store.
  • Offered advice on product features, setup, and usage.
  • Diagnosed and resolved technical problems by guiding customers through step-by-step solutions.
  • Documented customer interactions and solutions provided for future reference.
  • Educated customers on how to use Apple products effectively, ensuring a positive experience.

Customer Success Associate

Nuuly
03.2024 - 08.2024
  • Provided excellent customer service via email, live chat, and phone.
  • Created detailed documentation of customer interactions, including notes on issue resolution.
  • Gathered customer feedback and provided suggestions for improving products and services.
  • Managed multiple tasks simultaneously while maintaining attention to detail.
  • Assisted customers with account management tasks such as order tracking, payment processing and returns.
  • Adapted communication styles to match each customer's needs, ensuring effective and empathetic customer interactions.

Jr. Sales Representative

Profile Plan
06.2023 - 02.2024
  • Provided customer support via email, live chat, text, and phone support.
  • Developed relationships with new customers by providing product information and advice.
  • Provided customer service to existing customers by responding to inquiries in a timely manner, checking order statuses, and scheduling in-store appointments.
  • Identified and qualified potential customers through outbound calling.
  • Developed effective scripts for making cold calls, managing conversations, and overcoming objections.

Pharmacy Benefits Representative

CVS Pharmacy
10.2022 - 05.2023
  • Inbound and outbound calls, assisting members with their pharmacy benefit plans, as well as placing/tracking medication orders for members and answering questions regarding the members' prescription insurance and medication coverage.
  • Performed outbound calls to the doctor's office and pharmacies, on members' behalf for medication refills, and prior authorizations.

Level II Customer Service Representative

Xtend Healthcare
01.2021 - 02.2022
  • Level II Covid-19 call center representative responsible for answering inbound calls from state consumers on the Covid-19 virus, registering consumers for vaccinations, and scheduling vaccination appointments.
  • Responded to texts, live chats, and emails through Hubspot and Zendesk.
  • Provided consumers with additional resources, technical support, and other helplines.
  • Contacted targeted populations for registration and made reminder calls to potential recipients who have previously registered but not scheduled an appointment, and those who missed or haven't scheduled a second dose vaccine appointment.

Customer Service Representative

Everise
06.2020 - 01.2021
  • United Healthcare concierge representative received inbound calls, presented excellent customer service skills, and transferred customers to the appropriate departments.

Education

High School Diploma -

Admiral Arthur W Radford High School
Honolulu, HI
05-2018

Skills

  • Active Listening
  • Order Fulfillment
  • Appointment Scheduling
  • Customer Service
  • De-escalation
  • Empathetic
  • Live Chat Communication
  • Text Communication
  • Email Communication
  • Experienced with Microsoft and Google applications
  • Quick learner and problem solver
  • Excellent multi-tasker
  • Inbound And Outbound Calling
  • Technical Support

Education and Training

other

Timeline

IOS Technical Chat Advisor

Apple
09.2024 - 03.2025

Customer Success Associate

Nuuly
03.2024 - 08.2024

Jr. Sales Representative

Profile Plan
06.2023 - 02.2024

Pharmacy Benefits Representative

CVS Pharmacy
10.2022 - 05.2023

Level II Customer Service Representative

Xtend Healthcare
01.2021 - 02.2022

Customer Service Representative

Everise
06.2020 - 01.2021

High School Diploma -

Admiral Arthur W Radford High School

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Briahna Watson