Brianna Collins
Greenville,MS
Summary
Dynamic customer service professional with over 8 years of multifaceted experience, excelling as a Correctional Officer, Tier 1 Help Desk Agent, Auto and Property Claims Associate, and Healthcare Representative. Adept at unlocking accounts, resolving technical issues, and ensuring client satisfaction. Proven track record of implementing innovative solutions, contributing to a 30% reduction in self-harm incidents and achieving outstanding results in diverse roles.
Overview
2
2
years of professional experience
Work History
Corporal
Arkansas Department Of Corrections
09.2023 - 01.2024
- Vigilantly monitored a dynamic population of 250+ inmates daily, fostering a controlled and disciplined environment that deterred disruptions
- Operated seamlessly within the control room, orchestrating security systems and responding with precision to incidents as a proactive correctional officer.
- Implemented new daily security check that reduced contraband by 25% and inmate violence by 30%.
- Wrote daily reports on prisoner behavior, identified vulnerable individuals, and managed referrals to mental health treatment. Efforts have helped the facility see a 10% reduction in self-harm incidents.
Tier 1 Helpdesk Agent
Teleperformance USA
11.2022 - 09.2023
- Elevated customer support by swiftly responding to 100+ daily emails and live chats, expertly unlocking accounts, resetting passwords, and tracking product orders.
- Attained a flawless 100% customer service satisfaction rating, crafting positive experiences through adept communication and creative problem-solving.
- Surpassed the company's 5 minute target with a remarkable average response time under 3 minutes, elevating customer service standards.
- Teamed up dynamically with the technical support unit, unraveling intricate technical challenges for seamless customer solutions.
- Meticulously documented customer information in the computer system, creating notes for future reference and streamlined assistance.
Healthcare Customer Service Representative
Conduent
09.2021 - 04.2022
- Energetically probed over 100 insurance claims, denials, and appeals, unraveling complexities for swift resolution.
- Promptly addressed patient concerns and complaints, crafting a positive patient experience.
- Managed a daily influx of 50-80 calls, ensuring the efficient and timely resolution of member inquiries.
- Skillfully verified insurance coverage, securing necessary authorizations to streamline billing and claims processing.
- Maintained unwavering confidentially of patient information in strict compliance with Hipaa regulations.
- Masterfully scheduled appointments and coordinated procedures, optimizing efficiency and minimizing patient wait times.
Education
Greenville Christian Academy
Skills
- MS Office
- Data Entry
- Analytical and Critical Thinking
- Flexible and Adaptable
- Attention to Detail
- CRM
- Troubleshooting
- Customer Service
- Salesforce
- Interpersonal
- Report Writing
- Active Listening
- Conflict Management
- Jira
- Teamwork
- Empathy
- Adaptability
Timeline
Corporal
Arkansas Department Of Corrections
09.2023 - 01.2024
Tier 1 Helpdesk Agent
Teleperformance USA
11.2022 - 09.2023
Healthcare Customer Service Representative
Conduent
09.2021 - 04.2022
Greenville Christian Academy
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