Summary
Overview
Work History
Education
Skills
Accomplishments
References
Hobbies and Interests
Timeline
Languages
Generic

BRIAN SCARLETT

Coral Springs,USA

Summary

Experienced customer service professional with a strong background in the healthcare industry. Proven track record in maintaining customer satisfaction and contributing to company success. Specializes in quality, speed, and process optimization. Energetic and results-oriented, with a passion for developing relationships, cultivating partnerships, and driving business growth.

Overview

18
18
years of professional experience

Work History

Customer Service Representative

Innovative Partners
Coral Springs, FL
06.2024 - Current
  • Answering inbound calls to assist members with their insurance plan and providers with members eligibility, benefits and claims

Customer Service Retention Specialist

ARW Home Services
Boca Raton, FL
01.2024 - 05.2024
  • Answering inbound calls to assist customers from canceling their plans

Nation’s Benefits
Plantation, FL
12.2023 - 01.2024
  • Taking inbound calls to assist members with their Benefits Rewards concerns
  • Activate their rewards cards
  • Send out their catalog and replacement rewards card

Teacher

Lloyd Estates Elementary School
Oakland Park, FL
08.2022 - 06.2023
  • Creating lesson plans to teach students subjects such as ELA Reading, Science and Math
  • Enforcing classrooms and schools rules
  • Observe and evaluate student performance
  • Grade tests and homework's
  • Document progress and keeping up with parent communication

Learning & Development Instructor (Trainer)

NationSafe Drivers
Boca Raton, FL
02.2022 - 07.2022
  • Deliver pre-designed course material to both group and one on one sessions
  • Maintain, develop training manuals packets, modules, reference materials and job aids
  • Review course material and recommend changes, additions or deletions to the curriculum designer
  • To aid effectiveness of the program to conduct testing to evaluate training performance and regular training
  • Maintain administrative records of all learners with 100% accuracy and provide feedback on new hires to operation managers and site director regarding skill sets

Registered Petition Circulator, Team Leader - Southern Florida Region

Advanced Micro Targeting
Dallas, Texas
09.2021 - 01.2022
  • To garner detailed understanding of the Initiative petition project and relate issues
  • To transport a team of 3 to 4 Canvassers perform field work at various locations that complies with employers’ quality standards and all applicable laws
  • Contact with dozens or hundreds of registered Florida voters daily to collect signatures
  • Follow any rules the various locations may have to register or sign up to collect signatures on their property
  • To collect and bring back between 50 to 80 valid signatures from Florida registered voters

Remote Supervisor CSR VA-PEBT

Maximus Federal Inc
Reston, VA
03.2021 - 07.2021
  • Supervise agents to adhere to designated work schedule
  • Manage and coach agents on Quality, AHT and other metrics
  • Assist agents with resolving P EBT cases in CRM
  • Assigning cases in CRM to agents to get resolved
  • Coach agents on properly following inbound and outbound call script and work instructions

Customer Service Rep/Team Lead Trainer/Supervisor – United Healthcare

Teleperformance USA
North Lauderdale, FL
10.2016 - 02.2021
  • Helped customers with questions or concerns regarding their MA United Health care, PDP and Employer group insurance plan, such as with prescriptions, Health Benefit Catalog and plans that have Wellmed providers
  • Mentor, train and provides guidance, instructions, direction, and leadership to CSR’s to resolve customers issues
  • Managing and monitoring agents attendance and other KPI metrics as well as help in training and development

The Census Survey Specialists (Customer Service Representative / CSR)

Maximus Federal
Fort Lauderdale, FL
03.2020 - 10.2020
  • Follow defined Census program information, processes, and procedures
  • Inbound and outbound contacts in a courteous, timely, and professional manner
  • Handle Adhere to Census approved scripts in conducting interviews and completing forms
  • Use frequently asked questions (FAQs) and help text to look up and provide information to inquiries
  • Meet or exceed the Census program performance metrics of 97% quality and adherence of 93%
  • Enter data into desktop application to accurately capture all responses
  • Adhere to the Title 13 requirements for maintaining confidentiality of all Census data
  • Follow defined Census guidelines as they apply to completing Census forms
  • Escalate threats immediately to a supervisor if made to Census workers, buildings, governmental buildings or the President
  • Adhere to designated work schedule

Overnight Crew Member

McDonald's
Plantation, FL
09.2019 - 12.2019
  • Ensuring to greet all customers with a smile
  • Performing order processing – takes accurate food orders from guests in a fast and timely manner
  • Preparing all of McDonald’s varieties, following established procedures
  • Performing housekeeping duties to keep the facility and equipment clean and inviting
  • Participating actively with other crew members and managers to meet sales target during your shift
  • Ensuring items are well stocked
  • Giving genuine attention to every guest, treating them with genuine and care
  • Ensuring fast and timely food service to guests, adhering to McDonald’s food safety guidelines
  • Ensuring to follow all McDonald’s safety and security procedures
  • Completing other assigned tasks

Houseperson Banquets

Hilton Fort Lauderdale Beach Resort
Fort Lauderdale, FL
09.2014 - 02.2016
  • Setting up and breaking down of meeting rooms and Events

Teacher

Kings Primary School
Whitehouse, Westmoreland
09.2011 - 01.2014
  • Teaching Elementary School children general subjects

Special Assessment Review Officer

Ministry of Labour and Social Security
Savlamar, Westmoreland
08.2010 - 12.2010
  • Field investigation on PATH clients and enter information on the computer

Teacher

Career Academy of Professional Studies
Kingston
01.2009 - 08.2009
  • Teaching students CXC Mathematics and Information Technology

Secretary Assistant

Godfrey Stewart High School
05.2006 - 06.2006
  • Assisted the Assistant Bursar with checking off of money, and entering the information on the computer, typing, telephone operating and writing up of receipts

Education

Bachelors of Education TVET Degree - Business Studies

University of Technology
05.2008

Certificate for completing the CXC English Language 3 -

Maud McLeod High School Evening Institution
01.2003

Scholastic Achievement - CXC Subjects: English Language 3, Principles of Accounts 2, Principles of Business 3, social studies 2, Mathematics 3 and Home Economics Management 2

Maud McLeod High School
07.2002

Skills

  • Microsoft Word
  • QuickBooks
  • Commitment
  • Adaptability
  • Initiative
  • Microsoft Outlook
  • Problem Resolution
  • Microsoft Excel
  • Customer Education
  • Documentation
  • Adaptive team player
  • Customer Service
  • Building rapport
  • Critical Thinking
  • Courteous demeanor
  • Retail sales customer service
  • Tactful and diplomatic
  • Order Fulfillment
  • Positive and professional
  • Call Center Operations
  • Dispute Resolution
  • Team Development
  • Microsoft Office Suite
  • Data Collection
  • Product Knowledge
  • Call Management
  • Inbound and Outbound Calling
  • Appointment Scheduling
  • Data Entry
  • Account updating
  • Scheduling
  • Complaint resolution
  • Information Security
  • Payment Processing
  • Customer Relations
  • Computer Proficiency
  • Professional telephone demeanor
  • Healthcare industry regulations knowledge

Accomplishments

  • Blue Diamond winner supervisor - Teleperformance for United Healthcare
  • CQA /CSR Site top Performer – Maximus Federal
  • Weekly top QA supervisor - Maximus Federal Inc -VA PEBT Project

References

Available upon requests

Hobbies and Interests

  • Playing Football
  • Cricket
  • Listening to music
  • Singing
  • Traveling

Timeline

Customer Service Representative

Innovative Partners
06.2024 - Current

Customer Service Retention Specialist

ARW Home Services
01.2024 - 05.2024

Nation’s Benefits
12.2023 - 01.2024

Teacher

Lloyd Estates Elementary School
08.2022 - 06.2023

Learning & Development Instructor (Trainer)

NationSafe Drivers
02.2022 - 07.2022

Registered Petition Circulator, Team Leader - Southern Florida Region

Advanced Micro Targeting
09.2021 - 01.2022

Remote Supervisor CSR VA-PEBT

Maximus Federal Inc
03.2021 - 07.2021

The Census Survey Specialists (Customer Service Representative / CSR)

Maximus Federal
03.2020 - 10.2020

Overnight Crew Member

McDonald's
09.2019 - 12.2019

Customer Service Rep/Team Lead Trainer/Supervisor – United Healthcare

Teleperformance USA
10.2016 - 02.2021

Houseperson Banquets

Hilton Fort Lauderdale Beach Resort
09.2014 - 02.2016

Teacher

Kings Primary School
09.2011 - 01.2014

Special Assessment Review Officer

Ministry of Labour and Social Security
08.2010 - 12.2010

Teacher

Career Academy of Professional Studies
01.2009 - 08.2009

Secretary Assistant

Godfrey Stewart High School
05.2006 - 06.2006

Bachelors of Education TVET Degree - Business Studies

University of Technology

Certificate for completing the CXC English Language 3 -

Maud McLeod High School Evening Institution

Scholastic Achievement - CXC Subjects: English Language 3, Principles of Accounts 2, Principles of Business 3, social studies 2, Mathematics 3 and Home Economics Management 2

Maud McLeod High School

Languages

English
Native language
English
Beginner
A1

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