Summary
Overview
Work History
Education
Skills
Timeline
Generic

Briana Brooks

Philadelphia,PA

Summary

Driven by a commitment to excellence, I leveraged my problem-solving abilities and team management skills at UnitedHealthcare to enhance call center operations, achieving a high customer satisfaction rating. My diverse background also includes roles in healthcare and environmental services, where I prioritized patient safety and team collaboration.

Overview

10
10
years of professional experience

Work History

Call Center Supervisor

UnitedHealthcare
02.2023 - Current
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Trained team members on performance metrics and consumer behavior identification.
  • Developed process controls and metrics for daily management of call center.
  • Enhanced team performance with consistent coaching, feedback, and development opportunities.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

Home Health Aide

Access Home Care Inc
01.2019 - Current
  • Helped patients maintain personal hygiene through bathing, grooming, and toileting assistance when necessary for dignity preservation.
  • Maintained a clean and safe home environment for patients, reducing falls and accidents.
  • Assisted clients with daily living activities, enhancing their independence and quality of life.
  • Performed light housekeeping duties including laundry linen changes sweeping vacuuming and mopping ensuring a clean and organized living space for patients.

Patient Account Representative

Friends Hospital
09.2020 - 05.2022
  • Assisted colleagues during peak periods or absences, showcasing teamwork skills while maintaining personal workload demands efficiently.
  • Posted payments and processed refunds.
  • Reviewed insurance eligibility and verified coverage details to minimize claim denials and delays in payment.
  • Promoted a positive work environment by actively participating in team meetings and contributing ideas for process improvements.

Environmental Services Housekeeper

Hahnemann Hospital
08.2014 - 09.2018
  • Wore necessary personal protective equipment to minimize risks from hazardous materials, biohazards, and other harmful substances.
  • Ensured timely completion of assigned tasks by effectively prioritizing workload based on urgency and importance.
  • Practiced established infection control methods to reduce risks to patients, families, and medical staff.
  • Cleaned and disinfected patient exam rooms, surgery suites, and common areas to promote sanitary treatment and services environment.

Education

High School Diploma -

Benjamin Franklin Highschool
Philadelphia, PA
06.2013

Skills

    Customer service focus

    Technical Support

    Account updating

    Problem-solving abilities

    Multitasking

    Reliability

    Excellent Communication

    Organizational Skills

    Team Collaboration

    Active Listening

    Effective Communication

    Team Management

    Self Motivation

    Goal Setting

    Professionalism

Timeline

Call Center Supervisor

UnitedHealthcare
02.2023 - Current

Patient Account Representative

Friends Hospital
09.2020 - 05.2022

Home Health Aide

Access Home Care Inc
01.2019 - Current

Environmental Services Housekeeper

Hahnemann Hospital
08.2014 - 09.2018

High School Diploma -

Benjamin Franklin Highschool

Similar Profiles

CREATE PROFILE
Briana Brooks