Brianna J. Grayson
Braselton,GA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Middleby Residential
10.2021 - Current
- Enhanced customer experiences by providing timely and accurate information on products and services
- Utilized ERP system to track customer interactions, ensuring consistent follow-up and issue resolution
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure
- Worked closely with vendors, warehouse and production team on shipments
- Responding proactively and positively to rapid change
- 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.
Claims Representative
United Healthcare Group
05.2019 - 09.2021
- Ensured accurate and timely submission of claims, adhering to company policies and procedures
- Reviewed and verified patient insurance information, including policy numbers and coverage details, to ensure proper billing and reimbursement
- Worked productively in a fast-moving work environment to process large volumes of claims
- Conducted research and analysis to resolve claim denials or underpayment issues, working closely with patients, healthcare providers, and internal shared services teams
- Updated claims system to track claim status and provide relevant information to other departments
- Collaborated with patients, providers, and internal stakeholders to ensure the receipt and completeness of all necessary documentation, in accordance with program policy and regulatory requirements
- Consistently achieved a high daily claims completion rate of 75%-80%, surpassing company benchmarks and demonstrating exceptional productivity and efficiency
- Maintained strong knowledge of basic medical terminology to better understand services and procedures
Customer Service Representative
Global Industrial
01.2015 - 03.2019
- Met customer call guidelines, handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to the supervisor
- Clarified customer issues and determined the root cause of problems to resolve product or service complaints
- Utilized ticketing systems such as OS Ticket, Jira and CRM to notate issues
- Processed credit, return authorizations and factory charge backs efficiently and accurately for needed resolutions
- Answered customer telephone calls, emails and chats promptly to avoid wait times
- Informed customers by email or telephone of order information such as unit prices, shipping dates and anticipated delays
- Educated customers about billing, payment processing and support policies and procedures
Education
High School Diploma -
Gainesville High School
Gainesville, GA05.2009
Skills
- Typing 50 WPM
- Customer Account Management
- De-Escalation Techniques
- Microsoft Word
- Customer Retention Strategies
- Strong Analytical Skills
- Use of Multiple Systems
- Performance Management
- CRM software proficiency
- Adaptive team player
- RMA Management
- Call center experience
Timeline
Customer Service Representative
Middleby Residential
10.2021 - Current
Claims Representative
United Healthcare Group
05.2019 - 09.2021
Customer Service Representative
Global Industrial
01.2015 - 03.2019
High School Diploma -
Gainesville High School
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