Briana Chargualaf
Orlando
Summary
Dynamic customer support professional with extensive experience at Blended Support, adept at conflict resolution and CRM systems. Proven track record in managing high-volume interactions and enhancing customer satisfaction. Skilled in multi-tasking and maintaining documentation accuracy, contributing to increased retention and operational efficiency.
Overview
11
11
years of professional experience
Work History
Advisor 2
Blended Support
01.2025 - Current
- Managed 50–70 daily customer interactions via phone, chat, and email, consistently exceeding KPIs.
- Resolved complex account billing and order issues utilizing CRM tools and real-time navigation.
- De-escalated high-stress situations, maintaining professionalism to enhance customer retention.
- Accurately documented all interactions to ensure compliance and facilitate team communication.
Direct Support Professional
Hattie Larlham
01.2019 - 01.2025
- Provided client-centered support while effectively balancing multiple responsibilities in high-pressure situations
- Fostered trust with clients through proactive communication and effective problem-solving
- Ensured compliance by maintaining accurate and detailed records for audits
Patient Services Representative
Brightview Health
01.2022 - 12.2022
- Managed high-volume inbound calls and scheduling requests, ensuring efficient service and a positive patient experience
- Coordinated across departments to streamline service flow, minimizing delays and enhancing patient satisfaction
- Verified insurance and maintained confidential records, supporting compliance and accuracy in patient information management
Electronic Monitoring Technician
Oriana House
01.2018 - 01.2022
- Monitored alerts and resolved compliance issues, ensuring adherence to regulatory standards
- Communicated time-sensitive information to external partners and internal teams, facilitating timely decision-making
- Maintained accurate digital documentation and reporting, supporting operational transparency and accountability
Assistant Manager
The Children’s Place
01.2015 - 01.2018
- Oversaw customer service operations in fast-paced retail environment to enhance customer satisfaction
- Addressed escalated customer concerns to reinforce brand loyalty
- Assisted team in achieving daily operational goals and improving service delivery
Education
Associate Degree - Health Science
Herzing University
Skills
- CRM systems (Salesforce, Zendesk)
- High-volume case management
- Knowledge base management
- Remote support
- Data accuracy
- Multi-tasking across systems
- Microsoft Office and Google Workspace
- Time management
- Conflict resolution
Timeline
Advisor 2
Blended Support
01.2025 - Current
Patient Services Representative
Brightview Health
01.2022 - 12.2022
Direct Support Professional
Hattie Larlham
01.2019 - 01.2025
Electronic Monitoring Technician
Oriana House
01.2018 - 01.2022
Assistant Manager
The Children’s Place
01.2015 - 01.2018
Associate Degree - Health Science
Herzing University