Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Briana Roundtree

Lauderhill,FL

Summary

Dynamic professional with extensive experience in customer service and verification roles, notably at Amazon. Gifted in working with stressed, confused, and upset individuals in need of benefits information and supportive guidance. Proven ability to resolve complaints with empathy and maintain accuracy in data entry. Skilled in warranty claims processing and adept at multitasking, consistently enhancing customer satisfaction and loyalty through effective communication and problem-solving.

Overview

12
12
years of professional experience

Work History

Home Warranty Representative

ARW
02.2024 - 09.2024
  • Developed comprehensive understanding of warranty policies, ensuring accurate information was provided to customers.
  • Negotiated favorable outcomes for both customers and the company during disputes over warranty coverage.
  • Assisted customers in navigating the warranty process, leading to a more positive experience.
  • Handled escalated customer complaints regarding warranties, working towards mutually beneficial resolutions.
  • Verified client information by analyzing existing evidence on file.

Customer Service Representative Work From Home

Amazon
04.2020 - 11.2023
  • Communicated via phone calls, emails, and chat correspondence.
  • Processed refunds and returns.
  • Updated and changed customer order information.
  • 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.

Verification Specialist

Priority Insurance
10.2019 - 02.2020
  • Prioritized workload efficiently, managing multiple cases simultaneously without compromising on quality or accuracy.
  • Demonstrated excellent attention to detail while handling sensitive client information, ensuring confidentiality at all times.
  • Adhered to strict deadlines for completing verifications, ensuring prompt delivery of results to clients.
  • Reduced errors in documentation by thoroughly cross-checking data against established parameters.
  • Applied problem-solving skills when faced with challenges or discrepancies during the verification process, seeking guidance from supervisors when needed.
  • Verified client information by analyzing existing evidence on file.
  • Provided clear explanations of complex processes to clients, ensuring their understanding and satisfaction with our services.
  • Identified potential areas for improvement within the verification process, proposing solutions that increased overall productivity.

Administrative Assistant

ZFN Associates
09.2017 - 08.2019
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
  • Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
  • Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.

Health Insurance Verification/Administrative Assistant

National Health Hub
02.2014 - 05.2017
  • Updated CRM.
  • Scheduling.
  • Recorded calls for accuracy and quality assurance.
  • Processed applications and purchased health insurance policies.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.

Verification Specialist

Anvil Advertising
06.2013 - 01.2014
  • Made sure customer qualified through basic questionnaire.
  • Prioritized workload efficiently, managing multiple cases simultaneously without compromising on quality or accuracy.
  • Participated in regular performance reviews, using constructive feedback as an opportunity for growth and development within my role as a Verification Specialist.
  • Maintained a high level of professionalism when interacting with external parties during the verification process.
  • Demonstrated excellent attention to detail while handling sensitive client information, ensuring confidentiality at all times.

Sales Agent

Medical Alert Systems
02.2013 - 06.2013
  • Developed strong relationships with clients through excellent customer service and regular followups.
  • Assisted call-in customers with questions and orders.
  • Explained features and advantages of medical alert products or services to promote sales.
  • Expanded client base by diligently prospecting new leads and effectively presenting product offerings.
  • Increased sales revenue by consistently meeting and exceeding sales targets.

Retail Cashier

Ross Dress for Less
09.2012 - 02.2013
  • Helped customers complete purchases, locate items, and join reward programs.
  • Maintained a clean and organized workspace, promoting a positive shopping experience for customers.
  • Provided excellent service through active listening skills, addressing customers'' needs effectively .
  • Greeted all customers warmly to build welcoming and positive atmosphere within store.
  • Assisted customers by answering questions and fulfilling requests.
  • Processed credit, debit card and cash transactions correctly and provided accurate change to avoid customer confusion or disputes.

Education

No Degree - Radioligic Technology

Keiser University
Fort Lauderdale, FL

High School Diploma -

Marjory Stoneman Douglas
Parkland, FL
06-2012

Skills

  • Sales experience
  • Data entry proficiency
  • Return authorization
  • Complaint handling
  • Policy enforcement
  • CRM software
  • Microsoft office
  • Warranty claims processing
  • Sales support
  • Teamwork
  • Customer service
  • Problem-solving
  • Attention to detail
  • Problem-solving abilities
  • Time management
  • Multitasking
  • Critical thinking
  • Reliability
  • Organizing and prioritizing work
  • Verbal and written communication
  • Computer proficiency
  • Data entry
  • Medical terminology
  • Documentation
  • Patient rapport
  • Information verification
  • Data entry software
  • Financial transactions
  • Paperwork processing

Languages

English
Full Professional

Timeline

Home Warranty Representative

ARW
02.2024 - 09.2024

Customer Service Representative Work From Home

Amazon
04.2020 - 11.2023

Verification Specialist

Priority Insurance
10.2019 - 02.2020

Administrative Assistant

ZFN Associates
09.2017 - 08.2019

Health Insurance Verification/Administrative Assistant

National Health Hub
02.2014 - 05.2017

Verification Specialist

Anvil Advertising
06.2013 - 01.2014

Sales Agent

Medical Alert Systems
02.2013 - 06.2013

Retail Cashier

Ross Dress for Less
09.2012 - 02.2013

No Degree - Radioligic Technology

Keiser University

High School Diploma -

Marjory Stoneman Douglas

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Briana Roundtree