Briana Bruin
Bluffdale,UT
Summary
Results-driven Customer & Product Support Specialist skilled in technical problem-solving within fintech and employee benefits. Achieved 100% CSAT and Quality Assurance scores while ensuring compliance and enhancing queue efficiency. Collaborates with users and engineering teams to elevate product experiences, consistently meeting SLA goals.
Overview
6
6
years of professional experience
Work History
Customer Support Specialist
Rippling
Remote
10.2025 - Current
- Maintained a perfect 100% Quality Assurance (QA) score while resolving complex client inquiries regarding FSA pre-funding, payroll deductions, and dashboard navigation for administrators.
- Owned end-to-end customer support across email, chat, and live video sessions, achieving a flawless 100% CSAT score across a consecutive 4-week stretch.
- Maximized queue efficiency by resolving user issues on the first interaction, outperforming company benchmarks to hit a 70% one-touch resolution rate for chat and 56% for email.
- Managed high-volume ticket queues under tight timelines, maintaining 95% schedule adherence while driving email first-response times down to 2.6 hours and chat responses to 30 seconds.
- Navigated strict legal compliance boundaries to securely manage customer identity verification (CIP) protocols, while proactively reporting interface UI bugs to engineering teams.
Member Service Representative
GoHealth
Remote
01.2021 - 04.2025
- Collaborated with sales agents to verify customer eligibility and enrollment details, including provider information, prescriptions, copays, benefits, and intent to enroll, contributing to an 85% increase in plan effectuation and a 60% improvement in plan retention.
- Delivered exceptional member support by educating customers on insurance coverage, answering policy-related questions, and coordinating additional care services, including scheduling medical appointments, connecting members with community resources, and completing health assessment surveys to support overall well-being.
- Managed multiple customer interactions efficiently in a fast-paced, high-volume environment, demonstrating strong multitasking, time management, and prioritization skills while maintaining accuracy and a high standard of service.
Senior Benefits Specialist
GoHealth
Remote
08.2020 - 01.2021
- Consulted with prospective Medicare beneficiaries through high-volume inbound calls, conducting comprehensive needs assessments to evaluate healthcare needs, budget, provider preferences, and prescription coverage before recommending appropriate Medicare Advantage plans.
- Guided clients through the enrollment process, explained plan benefits and coverage options, and provided post-enrollment follow-up to ensure satisfaction, contributing to 60% plan effectuation and 30% member retention after three months.
- Built trust through consultative sales techniques, active listening, and problem-solving to help clients make informed healthcare coverage decisions while maintaining compliance with Medicare regulations.
- Partnered with cross-functional team members to share best practices, refine sales strategies, and stay current on Medicare products, regulatory changes, and industry trends to improve overall team performance.
Education
Bachelor of Science - Elementary Education
University of Utah
Salt Lake City, UT05-2016
Skills
- Customer management
- CRM applications
- Data entry
- Attention to detail
- Compliance management
- Problem-solving
- Conflict resolution
- Time management
- Organizational multitasking
- Team collaboration
- Verbal and written communication
- Active listening
Timeline
Customer Support Specialist
Rippling
10.2025 - Current
Member Service Representative
GoHealth
01.2021 - 04.2025
Senior Benefits Specialist
GoHealth
08.2020 - 01.2021
Bachelor of Science - Elementary Education
University of Utah