Briana Pratt
Rockville,USA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Maximus
03.2025 - Current
- Handle 80-120 inbound calls weekly, assisting individuals, families, and brokers with eligibility and enrollment for Medicaid and Qualified Health Plans.
- Guide consumers through the Maryland Health Connection portal and CRM system to accurately process applications and resolve account issues.
- Maintain a consistent QA score of 95% or higher each week by delivering accurate, empathetic, and timely support.
- Educate callers on health coverage options, application requirements, and deadlines to ensure compliance and informed decision-making.
Dispatcher
Montgomery College
07.2023 - Current
- Handle 20+ routine and emergency calls per hour, providing remote support to students and staff and escalating issues for timely resolution.
- Assist campus personnel in troubleshooting software, hardware, and connectivity issues to ensure uninterrupted operations.
- Accurately log all incidents and communications in internal systems to support tracking, reporting, and follow-up.
- Monitor and manage security systems, maintaining professionalism and quick decision-making in fast-paced situations.
Field Technician
Merrate Solution
01.2024 - 12.2024
- Provided technical support to clients through email, chat, and on-site visits, resolving POS system and network issues for restaurant users.
- Troubleshoot software, hardware, and connectivity concerns, delivering timely resolutions to maintain operational efficiency.
- Created user-friendly documentation and trained end users on system use, improving client satisfaction and reducing repeat inquiries.
- Collaborated with technical teams to escalate and solve complex issues, maintaining detailed records in support platforms.
- Remote
Public Health Analyst
Montgomery College
01.2022 - 06.2023
- Provided remote support to students and employees, handling up to 15 inquiries daily via email and phone calls, offering guidance, and resolving concerns regarding COVID-19 procedures.
- Handled high-volume email support, addressing questions and providing necessary information clearly and concisely.
- Documented case progress and worked with multiple teams to ensure seamless processes and efficient information delivery.
- Ensured a clear and empathetic communication style while addressing concerns, facilitating positive user experiences.
- Collaborated with internal teams to develop and refine protocols, ensuring compliance and continuous improvement.
Education
BS - Computer science: Applied technology
UMGC
Maryland05.2026
Associate degree - Computer Science: Info Science
Montgomery College
Rockville, MD05.2024
Skills
- Active listening
- Adaptability and flexibility
- Customer service
- Data entry
- Computer proficiency
- Call center experience
- Technical support
- Data collection
- Administrative support
- POS systems expert
Timeline
Customer Service Representative
Maximus
03.2025 - Current
Field Technician
Merrate Solution
01.2024 - 12.2024
Dispatcher
Montgomery College
07.2023 - Current
Public Health Analyst
Montgomery College
01.2022 - 06.2023
BS - Computer science: Applied technology
UMGC
Associate degree - Computer Science: Info Science
Montgomery College