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
Comstock Park, MI
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
Kalamazoo, MI
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, MI04-2013
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