Brianna Collins
Greenville,MS
Summary
Experienced customer service and claims professional with over six years across healthcare, insurance, corrections, and IT support. Skilled in high-volume task management, customer satisfaction, and process optimization. Proven ability to handle complex inquiries, improve efficiency, and consistently achieve positive client outcomes.
Overview
3
3
years of professional experience
Work History
Enrollment Coordinator
Tufts Health Plan
09.2024 - Current
- Processed over 200 Medicare insurance applications daily during the Annual Enrollment Period, ensuring accuracy and compliance with CMS guidelines.
- Maintained meticulous records of all applicant information and application statuses in the CRM system, achieving a 99% accuracy rate in data entry.
- Collaborated with internal teams to resolve complex enrollment issues, successfully reducing escalation needs by 15%.
- Proactively identified and addressed application errors or missing information, streamlining the enrollment process and decreasing reprocessing time by 20%.
Sr. Customer Representative
Root Insurance
04.2024 - 08.2024
- Received and addressed over 50 inbound calls daily, building rapport and fostering strong customer relationships, achieving a 95% customer satisfaction rating.
- Educated and advised customers on policy options, coverage choices, and risk management, resulting in a 15% increase in policy upgrades and conversions.
- Leveraged internal tools to thoroughly research and resolve customer inquiries, improving first-call resolution by 20%.
- Guided customers through mobile app navigation to successfully make payments, update auto policy details, and manage account settings, ensuring a seamless and user-friendly experience.
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.
Email/Chat Agent
Teleperformance
11.2022 - 08.2023
- 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.
- Meticulously documented customer information in the computer system, creating notes for future reference and streamlined assistance.
Catastrophe Claims Adjuster
Allstate
05.2022 - 11.2022
- Led initial contact and consultation with insured clients, assessing and documenting damages for homeowners, commercial properties, and large loss claims resulting from weather-related events and natural disasters.
- Increased claims resolution speed by 20%, collaborating with internal teams and field adjusters to ensure swift, accurate settlements and minimize client wait times.
- Streamlined claims processing for large-scale events, improving disaster response efforts and accelerating community recovery.
Healthcare Customer Service Representative
Conduent
09.2021 - 04.2022
- Managed and processed over 100 claims weekly, ensuring timely and accurate resolution, resulting in a 98% claims accuracy rate.
- Answered 60+ inbound calls daily, providing responsive and empathetic support to patients and providers, maintaining a 95% customer satisfaction score.
- Investigated and resolved grievances and appeals, thoroughly analyzing cases and coordinating with internal departments to achieve a 20% reduction in response time
Education
Greenville Christian Academy
05.2011
Skills
- Ms Office
- Data Entry
- Critical Thinking
- Troubleshooting
- Active Listening
- Adaptability
- Project Management
- Interpersonal
- Multitasking
- Negotiation
- Empathy
- Report Writing
Timeline
Enrollment Coordinator
Tufts Health Plan
09.2024 - Current
Sr. Customer Representative
Root Insurance
04.2024 - 08.2024
Corporal
Arkansas Department Of Corrections
09.2023 - 01.2024
Email/Chat Agent
Teleperformance
11.2022 - 08.2023
Catastrophe Claims Adjuster
Allstate
05.2022 - 11.2022
Healthcare Customer Service Representative
Conduent
09.2021 - 04.2022
Greenville Christian Academy
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