BRIANA ROBINSON
Dallas
Summary
Diligent Customer Service Representative with solid background in customer service, health and P&C insurance. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Employment Solutions Of Ny
09.2024 - 11.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Total Loss Specialist
State Farm
01.2022 - 08.2024
- Handle 40-50 inbound or outbound calls daily taking statements from insureds, claimants, and witnesses.
- Explain policy coverage to policyholders and third parties.
- Resolve claims, which may include paying, setting, or denying claims, defending policyholders in court, compromising, or recovering.
- Negotiate total loss settlements with policyholders and third parties.
- Accurately document, process and transmit loss information to determine potential damages.
Licensed Insurance Representative
GEICO
09.2019 - 12.2021
- Handle 40-50 inbound or outbound calls daily taking statements from insureds, claimants, and witnesses.
- Explain policy coverage to policyholders and third parties.
- Resolve claims, which may include paying, setting, or denying claims, defending policyholders in court, compromising, or recovering.
- Negotiate settlements with policyholders and third parties.
- Accurately document, process and transmit loss information to determine potential damages.
Sr Benefit Advisor Team Lead
United Healthcare
01.2015 - 09.2019
- Assist with escalation calls and floor support for employees.
- Facilitate training, conduct side by sides, and provide written communications to the leadership team.
- Handle 40-50 inbound calls and emails daily to collect and review all patient information needed to process claims.
- Assist all healthcare members initiating prior authorization for required medication, medication coverage verification and assisting local pharmacies with medication overrides.
- Examine insurance policies and other records to determine insurance coverage.
- Investigate each claim, evaluating facts, applying coverage, and accurately documenting the file.
- Performs research and analysis of patient account issues and strives to resolve problems timely and accurately.
Education
High School Diploma -
North Mesquite High School
06.2013
Skills
- MS Office Suites
- Critical and Analytical Skills
- Time Management Skills
- Management Skills
- Excellent Communication Skills
- Business Management
- Organization Skills
- Project Implementing
- Active Listening
- Payment Processing
- Data Entry
- Critical Thinking
Timeline
Customer Service Representative
Employment Solutions Of Ny
09.2024 - 11.2025
Total Loss Specialist
State Farm
01.2022 - 08.2024
Licensed Insurance Representative
GEICO
09.2019 - 12.2021
Sr Benefit Advisor Team Lead
United Healthcare
01.2015 - 09.2019
High School Diploma -
North Mesquite High School