Brianna Brown
Harker Heights,TX
Summary
As an experienced customer service representative, I am looking for a position where I can combine my problem-solving and communication skills. Fast-paced environment requires the ability to handle multiple tasks. Ability to resolve customer issues in the shortest time possible while keeping customers happy and smiling.
Overview
15
15
years of professional experience
Work History
Social Media Customer Specialist
Permanent General Assurance Corporation
12.2020 - Current
- Proficient in Social Media Targeting and Communication
- Engage customers and target prospects on social platforms while leveraging influencers
- Increased social media engagement significantly
- Experienced in analyzing metrics, identifying trends, and optimizing performance
- Fluent in Google Analytics, Facebook Insights, Twitter Analytics
- Recognize the company’s audience across platforms and identify content that should be varied.
Customer Service Representative
Permanent General Assurance Corporation
01.2016 - Current
- Assist customers and independent agents by responding to billing questions, payment status, change requests and/or taking information regarding a claim
- Provides thorough customer service to resolve all issues/complaints to ensure complete customer satisfaction
- Provide professional and friendly service while meeting daily productivity goals
- Provide quote or premium information to customers who wish to make changes to existing policies
- Take payments over the phone
- Prepare written correspondence in response to requests from third parties regarding an insured’s coverage history
- Prepare and send information and various documents such as ID cards and Financial Responsibility Forms
- Document all conversations and actions taken appropriately through the use of computer-based notes
- Suggest ways to streamline procedures in order to improve availability and customer service.
Customer Service Representative-Chat
Permanent General Assurance Corporation
05.2018 - 12.2020
- Received and responded to multiple live chats
- Gathered credentials and verified required information
- Developed/presented customer service solutions and/or suggested additional items
- Ability to communicate clearly and professionally in a written format
- Provide information to the customer and place appropriate notes in the system indicating exactly what action was taken or needs to be taken.
Department of Veterans Affairs, Tennessee Valley Healthcare
Business Office
08.2014 - 06.2015
- Determined Veterans' eligibility for fee care in accordance with VA regulations/directives on the basis of information furnished in the veterans medical and administrative records and in the absence of existing entitlement, obtains necessary information to make determination on eligibility
- Assured that the Chief of Staff or designee has medically approved all requests for care, before issuing authorization
- Accepts numerous telephone and in person contacts from physicians, service offices, veterans and others regarding entitlement to Fee Basis care
- Schedule appointments for requested care with the appropriate fee care provider
- Notifies the appropriate unit clerk and/or veteran of arrangements/appointments and forwards authorization letter to the fee care provider
- Assures that all fee for care are appropriate and process invoices for payment in a timely and accurate manner
- Knowledgeable of automated pricing systems based upon Medicare fee schedules and the Prompt Payment Act
- I determine the Veteran’s entitlement to payment or reimbursement for services rendered based on consideration of disability, age, current patient enrollment and accessibility to a VA facility
- Consistently communicates and treats customers (patients, visitors, volunteers, and all TVHS staff) in a courteous, tactful and respectful matter
- Provides the customer with consistent information according to established policies and procedures
- Handles conflict and problems in dealing with the customer constructively, effectively and appropriately
- Interprets regulations and policies to Fee Basis Staff, providers, Veterans and their families, and medical center staff regarding Fee Basis eligibility and Fee services.
Customer service Representative
Verizon Wireless
10.2012 - 07.2014
- Quickly and effectively solve customer challenges
- Communicate through external and internal phone calls
- Assure customer is satisfied
- Used multiple online resources and computer systems to solve customer problems
- Provided basic troubleshooting on service and equipment issues
- Maintained a positive and professional attitude while communicating effectively with customers over the phone.
Customer Service Professional
H and R BLOCK
12.2008 - 04.2011
- Managed multiple phone lines
- Collect payment through debit/Credit Cards
- Quickly and effectively solve customer challenges
- Greeted clients in a personalized, friendly, and inviting manner
- Matched clients with the best suited tax professional for their needs
- Scheduled clients how they would like to be scheduled
- Handled client exits by assuring all current and future needs are met
- Maintained office cleanliness and organization of resources with team members.
Education
High School Diploma - General Studies
Shelbyville Central High School
01.2011
Skills
- Excellent working knowledge using Microsoft Excel, Microsoft Word, Power Point, Publisher, and Outlook
- Ability to multitask and possess a strong and quick learning agility
- Received an award in Marketing for Outstanding communication
- Able to adapt tone, language and style for different customer situations
- Creating a good first impression
- Handling and recording cash payments from customers
- Meeting customer expectations in areas such as timeliness, quality and consistency
- Building customer relationships and loyalty
- Projecting a professional image face-to-face , on the phone and via e-mail
- Knowledge of phrases and keywords that can generate a customer’s confidence
- Able to control a conversation and quickly obtain relevant information
- Enterprise Systems Graphic and Writing Skills, Web Social Skills
- Email, QuickBooks ,Microsoft Access, Spreadsheets and Microsoft Office
Timeline
Social Media Customer Specialist
Permanent General Assurance Corporation
12.2020 - Current
Customer Service Representative-Chat
Permanent General Assurance Corporation
05.2018 - 12.2020
Customer Service Representative
Permanent General Assurance Corporation
01.2016 - Current
Department of Veterans Affairs, Tennessee Valley Healthcare
Business Office
08.2014 - 06.2015
Customer service Representative
Verizon Wireless
10.2012 - 07.2014
Customer Service Professional
H and R BLOCK
12.2008 - 04.2011
High School Diploma - General Studies
Shelbyville Central High School
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