Bria McGhee
Washington,DC
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Overview
6
6
years of professional experience
1
1
Certification
Work History
CSR - Customer Service Representative
DHS
Washington, DC
08.2022 - 10.2024
- Managelargeamounts of incoming phone calls
- Provide accurate, valid and complete information by using the right methods/tools
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Meet personal/customer service teamsales targets and call handling quotas
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Handled customer inquiries and complaints in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Followed up with customers to ensure their satisfaction.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered inbound calls, chats and emails to facilitate customer service.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Customer Service Representative
Kaiser Permanente
Fulton, MD
06.2020 - 09.2022
- Responsible for increasing customer satisfaction and retention by providing members, customers, patients and providers with accurate, consistent, timely and meaningful information
- Provide support to members with an increased level of complexity in inquiries and issues as they utilize the KP plan and provider services, continuing to build collaborative relationships with current and prospective members in accordance with compliance guidelines
- Member Core,Member Adv.: Eligibility Inquiry, Benefit Inquiry,Premium Billing Enterprise: Billing Inquiry, Make Payment, Complaint, Reinstatement Request, Service Review
- Claims
- PSnap
- Promotes, ensures and provides customer service to internal/external customers by demonstrating skills which are consistent with the organization's philosophy of providing extraordinary customer relations and quality service
- Documents according to procedure
- Updated system with order specifics and customer details, preferences, and billing information.
- Resolved customer complaints promptly and efficiently.
CNA/GNA
Doctors Hospital
Greenbelt, MD
11.2018 - 05.2020
- Assisting with ADL's (bathing, feeding, dressing, toileting, personal hygiene, etc.)
- Assisting with cleaning following hygienic task
- Welcome patients/take vital signs
- Transporting patients to proper caregivers
- Administrative work
- Scheduling appointments/help to get a patient's medical history
- Follow up emails/phone calls to physicians and/or patients caregivers
- Collected specimens from patients for laboratory testing purposes.
- Recognized signs, symptoms of abuse, neglect and reported them per policy.
- Ensured compliance with HIPAA regulations regarding confidentiality of information.
- Conducted routine checks on patient vitals, blood pressure, blood sugar and heart rate.
- Reported changes in patient conditions to registered nurse or physician.
- Used mobility devices to transport patients.
Education
High school or equivalent - High School Diploma
Eleanor Roosevelt High School
Greenbelt, MD05.2012
Skills
- Microsoft Office
- Microsoft Excel
- Microsoft PowerPoint
- Scheduling
- Bookkeeping
- Answering multi line phone systems
- Faxing/Printing
- Emailing
- Assistant Nursing
- Data entry
- Medical Scheduling
- Medical Office Experience
- Caregiving
- Nursing
- Vital Signs
- EMR Systems
- Patient Care
- Customer service
- Organizational skills
Certification
- CNA/GNA, 07/01/19, 07/01/21
- CPR/First Aid, 07/01/19, 07/01/21
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
CSR - Customer Service Representative
DHS
08.2022 - 10.2024
Customer Service Representative
Kaiser Permanente
06.2020 - 09.2022
CNA/GNA
Doctors Hospital
11.2018 - 05.2020
High school or equivalent - High School Diploma
Eleanor Roosevelt High School