Brianna Harrell
Memphis,TN
Summary
Accomplished Customer Service Representative at Comcast, adept in problem-solving and critical thinking, significantly enhanced customer loyalty and reduced complaint resolution time. Expert in data entry and fostering team development, I consistently delivered results by leveraging comprehensive product knowledge and active listening skills to resolve complex billing and service issues across multiple roles. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Comcast
07.2022 - 06.2024
- 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.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Improved resolution time with effective problem-solving for customer complaints.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Trained staff on operating procedures and company services.
Billing Specialist
Verizon
03.2021 - 11.2023
- Researched and resolved billing discrepancies to enable accurate billing.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Worked with multiple departments to check proper billing information.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
- Maintained detailed records of each account''s payment history, providing easy access to information for audit and analysis purposes.
- Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
- Reduced errors in financial records by conducting regular audits of billed accounts.
- Increased revenue retention by setting up follow-up system for outstanding payments.
- Enhanced interdepartmental communication to ensure accuracy and completeness of billing information.
- Fostered strong relationships with healthcare providers and insurance representatives to facilitate efficient resolution of billing issues.
PCA
Home in the Heart Healthcare
02.2021 - 10.2022
- Assisted patients with daily living activities, promoting independence and wellbeing.
- Ensured proper hygiene practices were followed by assisting with bathing, grooming tasks.
- Improved patient comfort by providing compassionate and attentive care.
- Maintained a clean and safe environment for patients, reducing the risk of infections and accidents.
- Provided emotional support to patients and families during difficult times, fostering trust and rapport.
- Facilitated meal planning, preparation, feeding assistance as needed while adhering to specific dietary restrictions or requirements.
- Obtained patient vital signs and reported results to staff nurse or physician, noting changes from prior measurements.
Shift Leader
Taco Johns
03.2019 - 04.2020
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
- Completed cash and credit card transactions accurately using POS software.
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
- Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
- Boosted overall sales with effective upselling techniques and exceptional product knowledge.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Resolved conflicts between employees to maintain positive and productive work environments.
- Developed strong communication skills among staff members by encouraging open dialogue during shift meetings or one-on-one discussions.
- Improved team productivity by implementing efficient scheduling and task delegation methods.
Education
Associate of Applied Science - General Studies
Arkansas Tech University
05.2023
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Call center experience
- Computer Proficiency
- Problem Resolution
- Product Knowledge
- Order Processing
- Team Development
- Appointment Scheduling
Timeline
Customer Service Representative
Comcast
07.2022 - 06.2024
Billing Specialist
Verizon
03.2021 - 11.2023
PCA
Home in the Heart Healthcare
02.2021 - 10.2022
Shift Leader
Taco Johns
03.2019 - 04.2020
Associate of Applied Science - General Studies
Arkansas Tech University
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