Briana Rice
Tulsa,OK
Summary
Emotionally intelligent and computer-savvy individual with an Associate degree in Sociology. Seeking a position in which my experience will be further developed and utilized within your company. Committed and motivated with excellent decision-making skills. Strong work ethic, interpersonal communications skills, professional demeanor, and great initiative. I am a customer-oriented professional with 10+ years of experience providing exceptional customer service, adept at resolving complex inquiries, and consistently exceeding customer satisfaction metrics.
Overview
10
10
years of professional experience
Work History
Behavioral Health Advocate
CVS Health/Aetna
08.2024 - Current
- Provides advocate care to assist the member with a clear path to care, claims understanding and resolution and educates the member with online resources
- The CSR guides the member through their members plan of benefits, Aetna policy and procedures as well as having knowledge of resources to comply with any regulatory guidelines
- Creates an emotional connection with our members by understanding and engaging the member to the fullest to champion for our members best health
- Taking accountability to fully understand the member's needs by building a trusting and caring relationship with the member
- Anticipates customer needs
- Performs review of member claim history to ensure accurate tracking of benefit maximums and/or coinsurance/deductible
- Performs financial data maintenance as necessary
- Explains member's rights and responsibilities in accordance with contract
Patient Service Representative
Utica Park Clinic/ Ardent Healthcare
04.2024 - 07.2024
- Patient intake: Collecting patient information, such as insurance, payment, and identification
- Scheduling: Scheduling appointments, including follow-ups
- Greeting patients: Welcoming patients and helping them with intake forms
- Verifying insurance: Checking patient eligibility and verifying insurance coverage
- Processing payments: Handling co-payments and insurance requests
- Maintaining records: Keeping patient charts and electronic health records up to date
- Answering questions: Responding to patient questions and providing customer service
- Identifying and resolving issues: Proactively identifying problems and working with internal teams to resolve them
- Escalating issues: When necessary, escalating complex issues to the appropriate supervisor or department
- Coordinating with insurance: Working with insurance companies to process claims and requests
- Helping patients check in and out: Assisting patients with the check-in and check-out process
- Helping patients set up online accounts: Assisting patients with setting up online accounts and performing data entry
Insurance Agent
CSAA Insurance
02.2024 - 03.2024
- Identify client needs: Assess clients' financial situations and long-term goals to determine the best coverage for them
- Sell insurance: Make sales calls, design marketing strategies, and meet sales goals
- Advise on claims: Guide clients through the claims process, including paperwork and procedures
- Update policies: Review clients' current policies and make recommendations for changes
- Build relationships: Establish strong relationships with clients and the community to generate referrals and leads
- Stay informed: Keep up with industry news and regulatory developments
- Mediate: Act as an intermediary between clients and insurance companies
Home Depot - ProMRO/ProPurchase Card Team
11.2021 - 02.2024
- Assisted Home Depot Store Supervisors and Pro Desk associate with large orders
- Set up ProPurchase Card bulk request for big corporations
- Trained the new employees, on s program to be a trainer for the ProMRO department
- I was personally assigned to 2 special projects
- Placing special orders for items we do not carry on the ProMRO website
- Worked on project using HD Supply new SAP system to assist in the transfer of ProMRO order from the HomeDepot stores
- Responsible for providing customer service by responding to inquiries regarding product selection, services and issues
- Associates will be responsible for knowledge on 20,000 products and 3 catalogs
- Responds to customer order and quotation requests received via the telephone, e-mail, written, and faxed correspondence within the department service goals
- Provides full-scale, personalized customer service to dedicated accounts
- Manages accounts as required, including order follow-up, reporting and analyzing customer data, and order follow-through
- Resolves customer issues including issuance of credit concessions
- Investigates order issues, resolves conflicts, and creates standard operating procedures for long-term resolution
- Handles escalated customer calls
- Researches and suggests alternative products to customers
- Provides representation of products, increasing sales wherever appropriate or as requested
- Utilizes computerized system for tracking, information gathering, and/or troubleshooting
- Utilizes in-depth product knowledge to answer more specialized product calls
- Trains other associates as needed and serves as mentor for new hires
- Assists with systems testing
- Modify processes to resolve situations Under limited supervision, relies on experience and exercises independent judgment to determine the best approach to achieve desired outcomes
- Course of action is often determined by interpreting procedures and policies
- Work typically involves periodic review of output by a supervisor or direct customers of the process
- Is sought out and/or assigned to provide general guidance/direction, training, and technical assistance to junior level support personnel
- Contributes to employees' professional development but does not have hiring/firing authority
Home Depot - Legacy IB COORD SLS PRICING STRAT
03.2021 - 11.2021
- Call Center
- Place and tracked orders
- Help with Web Access Responds to customer order and quotation requests received via the telephone, e-mail, written, and faxed correspondence within the department service goals
- Performs necessary follow-up to ensure customer service expectations are met
- Facilitates profitable growth and the sales process by adherence to department incentive and initiative programs
- Researches and suggests alternative products to customers
- Provides representation of products, increasing sales wherever appropriate or as requested
- Uses computerized system for tracking, information gathering, and/or troubleshooting
- Resolves customer issues including issuance of credit concessions
- Refers complex, non-standard problems to the supervisor
Home Depot - Pro Customer Support B2B (Business to Business)
08.2020 - 03.2021
- Call Center
- Place and tracked orders
- Web support
- Managed Pro loyalty points
Administrative Assistant
American StaffCorp
08.2017 - 08.2020
- Providing administrative and clerical support (mailing, scanning, faxing, copying,& filing)
- Handing request from the Staffing Recruiters Strictly adhering to office policies and procedures, especially regarding confidentiality
- Assist applicants with applications
- Background checks
- Onboarding (I9s)
- Employment verification, termination letters, offer letters
- Answer phone calls and taking messages
- Trained our front desk admins for our other 2 locations
Customer Service Representative
Capital One
01.2016 - 06.2017
- Call center
- Handled all of the customer's request
- Noting every single account
- Processed payments, extensions and due date changes
- Explained simple interest loans
- Advised customers how to save on interest during the life of the loan
Cashier
Sears
05.2015 - 11.2015
- Cashier
- Sign up customers to be members of Shop Your Way
- Serve, delight engage our members while they shop their way
- Make sure I do everything I can to help the customers
- Customer Service
- Offered Sears credit cards
Cashier
Dollar Tree
09.2014 - 05.2015
- Working on the register
- Stocking the shelves
- Helping customers find what they need
Education
Diploma -
Colony High School
Associate Degree - Social and Behavioral Studies
Norco College
Skills
- Microsoft Office
- Outlook
- Excel
- Data Entry
- PowerPoint
- Proficient in Typing
- Salesforce
- Adaptability
- Multitasking
- Active listening
- Critical thinking
- Conflict resolution
- Interpersonal skills
- Interpersonal Communication
- Strong Work Ethic
- Effective Organization
- Customer Service
- Self-Driven and Motivated
- Documentation proficiency
- Empathy development
References
- Tiffany Williams, 918-361-2146
- John Ledterman, 918-510-1961
- Pam Brown, 918-951-4473
- Sumher Nero, 918-268-4036
Timeline
Behavioral Health Advocate
CVS Health/Aetna
08.2024 - Current
Patient Service Representative
Utica Park Clinic/ Ardent Healthcare
04.2024 - 07.2024
Insurance Agent
CSAA Insurance
02.2024 - 03.2024
Home Depot - ProMRO/ProPurchase Card Team
11.2021 - 02.2024
Home Depot - Legacy IB COORD SLS PRICING STRAT
03.2021 - 11.2021
Home Depot - Pro Customer Support B2B (Business to Business)
08.2020 - 03.2021
Administrative Assistant
American StaffCorp
08.2017 - 08.2020
Customer Service Representative
Capital One
01.2016 - 06.2017
Cashier
Sears
05.2015 - 11.2015
Cashier
Dollar Tree
09.2014 - 05.2015
Diploma -
Colony High School
Associate Degree - Social and Behavioral Studies
Norco College