Briana Engram
Houston,TX
Summary
Seasoned professional with12 years of experience seeking a CSR role; adept in managing complex employee relations and resolving customer inquiries. Skilled in monitoring call center performance metrics, ensuring high customer satisfaction, and maintaining meticulous records. Proven ability to analyze customer behavior trends and coordinate cross-departmental projects efficiently.
Overview
10
10
years of professional experience
Work History
Accredo
02.2020 - 11.2024
- Company Overview: Health Services
- Conduct effective, thorough, and objective investigations to manage complex employee relations issues
- Maintain call center performance by monitoring key metrics and ensure data accuracy on company systems
- Enhance customer satisfaction by proactively resolving inquiries and documenting interactions in CRM
- Develop strategies to improve customer experience, adhering to HIPAA regulations and maintaining client confidentiality
Technicolor
03.2015 - 10.2019
- Efficiently pick customer orders for shipment, ensuring that the correct number and type of product is loaded and shipped
- Assemble various types of merchandise for shipment
- Carry or transport orders to shipping locations or delivery platforms with material handling equipment
- Stencil, tag, or mark orders as requested
- Operate forklift in performance of order filling duties when required
- On a daily basis, inspect and perform minor maintenance on the equipment
- This is Dummy Description data, Replace with job description relevant to your current role
Education
Tennessee State University
06.2016
Skills
- SKILLS Memphis, TN Dec2013 Memphis, TN May2011 File Management
- Database Maintenance
- Client Support
- Database Management
- System Documentation
- Customer Support
- Client Relations
- Outbound Calling
- Provider Relations
- Sales Documentation
- Call Documentation
- Customer Service
- Regulatory Compliance
- De-Escalation Techniques
- Quality Control
- Administrative and Office Support
- Estimating
- Cross-Functional Collaboration
- Problem Resolution
- Calm and Professional Under Pressure
- Inbound Call Management
- Verbal and Written Communication
- Medical Terminology Knowledge
- Account Updates
- Shipping and Receiving Understanding
- Issue and Complaint Resolution
- LiveChat Messaging
- Customer Retention Strategies
- Data Management
References
- Audra, Burse, Supervisor, 901-647-7834
- Valencia, Parker, Floor Manager, 901-453-2075
- Cody, Brandon, Manager, 901-406-8040
Timeline
Accredo
02.2020 - 11.2024
Technicolor
03.2015 - 10.2019
Tennessee State University