Brianna Eskridge
Houston
Summary
Client Service Representative with over 4 years of experience providing exceptional support in healthcare, call center, and multi-channel customer service environments. Proven ability to manage high-volume inquiries, resolve complex issues, and ensure precise documentation while maintaining compliance with industry standards, including HIPAA regulations. Recognized for strong communication, problem-solving, and conflict resolution skills. Skilled in delivering empathetic, patient-centered support in fast-paced, remote, and on-site settings, with a demonstrated ability to collaborate across teams, manage time efficiently, and consistently exceed performance goals.
Overview
4
4
years of professional experience
Work History
Benefits Enrollment Specialist
Empyrean Benefit Solutions
Houston - Remote
08.2024 - 12.2025
- Accurately verify and update member information, including dependents, plan selections, and address changes, while ensuring strict compliance with data integrity standards.
- Educate members on available benefits options, enrollment processes, and plan features to empower informed decision-making.
- Collaborate with internal teams to escalate and resolve grievances, appeals, and critical cases in accordance with client-specific guidelines.
- Analyze and process enrollment data to identify discrepancies and ensure compliance with healthcare regulations, including HIPAA policies.
- Utilize CRM systems and other software tools to maintain accurate records of member interactions and follow-up actions.
Client Service Representative
Conduent Business Services
Houston - Remote
05.2023 - 08.2024
- Provided exceptional customer service by addressing patient and healthcare provider inquiries, resolving issues related to healthcare programs, and ensuring a seamless customer experience.
- Assisted clients with completing program applications, verifying eligibility, and ensuring all required documentation was accurate and submitted on time.
- Acted as an advocate for members by coordinating with insurance companies, healthcare providers, and internal teams to resolve claims and billing issues.
- Maintained compliance with HIPAA regulations and healthcare communication standards while handling sensitive member information.
- Utilized CRM systems to document member interactions, track inquiries, and ensure accurate record-keeping for compliance and reporting purposes.
Product Tax Support Expert (Contract Role)
Intuit TurboTax
Houston -Remote-
01.2023 - 04.2023
- Delivered real-time support to TurboTax users by addressing product/software inquiries and resolving tax-related questions with accuracy and professionalism.
- Assisted customers with navigating complex tax forms, including IRS Form 1040 and related schedules, ensuring clarity and compliance with tax regulations.
- Troubleshot software issues by leveraging product knowledge and government resources to deliver effective solutions.
- Delivered empathetic and patient customer service while managing high call volumes during peak tax season.
Customer Service Representative
AnywhereWorks
Houston - Remote
01.2022 - 12.2022
- Provided exceptional customer service by handling inbound calls, capturing leads, and forwarding messages to clients in a fast-paced environment.
- Assisted customers with inquiries, resolved complaints, and ensured satisfaction through effective communication and problem-solving.
- Maintained accurate records of customer interactions and updated CRM systems with detailed notes.
- Collaborated with internal teams to address escalated issues and improve overall service quality.
- Adhered to company policies and procedures to deliver consistent, professional support to clients.
Education
High School Diploma -
Texas City High School
Texas City, TX06-2020
Skills
- HIPAA compliance
- CRM management
- Multi-channel support expertise
- Claims and benefits processing
- Conflict resolution and de-escalation
- Time management & organization
- Empathy and active listening
Timeline
Benefits Enrollment Specialist
Empyrean Benefit Solutions
08.2024 - 12.2025
Client Service Representative
Conduent Business Services
05.2023 - 08.2024
Product Tax Support Expert (Contract Role)
Intuit TurboTax
01.2023 - 04.2023
Customer Service Representative
AnywhereWorks
01.2022 - 12.2022
High School Diploma -
Texas City High School