Summary
Overview
Work History
Education
Skills
Timeline
Generic

Briana Parker

Oak Park,MI

Summary

Dynamic Customer Service Team Lead at Centene with a proven track record in enhancing customer satisfaction and building strong relationships. Skilled in policy enforcement and adept at resolving escalated issues, I leverage my professional demeanor and proactive communication to drive loyalty and achieve business goals.

Overview

12
12
years of professional experience

Work History

Customer Service Team Lead

Centene
02.2021 - Current
  • Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
  • Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.

Retention Specialist

Spectrum
10.2016 - 01.2020
  • Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
  • Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
  • Negotiated contract renewals, securing continued business partnerships with satisfied clients.
  • Built constructive customer relationships to improve loyalty and recommendations.

Financial Services Representative

Arbor Financial Credit Union
05.2013 - 08.2016
  • Provided excellent customer service, resolving issues quickly and maintaining long-term client relationships.
  • Maintained up-to-date knowledge of industry regulations, trends, and best practices to provide informed advice to clients.
  • Enhanced customer relationships with personalized service and addressing individual concerns promptly.
  • Collaborated with team members to achieve sales targets and improve overall branch performance.
  • Assisted clients in navigating complex financial situations, offering solutions that met their unique needs.

Education

Bachelor of Science - Communication Studies

Western Michigan University
Kalamazoo, MI
04-2013

Skills

  • Customer satisfaction
  • Professional telephone demeanor
  • Customer relations

Timeline

Customer Service Team Lead

Centene
02.2021 - Current

Retention Specialist

Spectrum
10.2016 - 01.2020

Financial Services Representative

Arbor Financial Credit Union
05.2013 - 08.2016

Bachelor of Science - Communication Studies

Western Michigan University

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