Brianna Laurant
Houston
Summary
Committed to ensuring customer satisfaction by delivering exceptional service and unmatched support. Proficient in customer service best practices and skilled at identifying effective solutions to meet diverse customer needs. Resourceful Member Service Advocate recognized for high productivity and efficient task completion, with strengths in conflict resolution, customer relationship management, and policy explanation. Known for strong communication, empathy, and adaptability, consistently providing outstanding member service and support.
Overview
9
9
years of professional experience
2016
2016
years of post-secondary education
Work History
Member Service Advocate
AAA Life Insurance Company
Houston
02.2025 - Current
- Assisted members with inquiries about insurance products and services.
- Educated clients on policy benefits and coverage options.
- Resolved member issues through effective communication and problem-solving skills.
- Provided guidance on claims procedures and documentation requirements.
- Assessed customer feedback surveys for insights into how well current offerings are meeting expectations.
- Resolved escalated issues or complaints in a timely manner while maintaining a high level of professionalism.
- Operated POS systems efficiently to process payments from customers using cash or debit and credit cards.
Insurance Verification Specialist
Via Benefits Insurance Services
Houston
11.2023 - 11.2024
- Processed insurance verification requests for diverse clients across various plans.
- Communicated with healthcare providers to confirm patient eligibility and coverage.
- Maintained accurate records of all verifications in company database systems.
- Resolved discrepancies in insurance information through detailed research and analysis.
- Navigated through multiple online systems to obtain documentation.
- Contacted patients to confirm demographic information and communicate financial responsibilities.
Technical Support Representative
Kelly Connect Services
Houston
04.2020 - 03.2022
- Assisted customers with technical issues via phone and chat support.
- Diagnosed software and hardware problems for effective troubleshooting.
- Documented customer interactions in ticketing system for follow-up.
- Collaborated with team members to resolve complex service requests.
Medical Claims Specialist
Teleperformance
Houston
07.2017 - 07.2019
- Reviewed medical claims for accuracy and compliance with regulations.
- Processed claims using advanced billing software and electronic systems.
- Communicated with healthcare providers to resolve claim discrepancies.
- Analyzed claim documentation to ensure proper coding and eligibility.
- Coordinated with insurance companies to clarify coverage details.
- Maintained comprehensive records of claims and correspondence.
Education
Booker T. Washington Highschool
Houston, TxSkills
- Insurance verification
- Claims processing
- Policy education
- Customer documentation
- Software navigation
- Customer relationship management
- Technical troubleshooting
- Effective communication
- Problem solving
- Attention to detail
- Professionalism
- Team collaboration
- Complaint handling
- Strong interpersonal skills
- Transaction processing
- Workflow optimization
- Escalation handling
- Dispute resolution
- Call center experience
- Payment processing
- Customer support
- Decision-making
- Sales strategy
- Emotional intelligence
- Calm under pressure
- Professional phone voice
- Direct sales
- Remote office availability
- Brand representation
Timeline
Member Service Advocate
AAA Life Insurance Company
02.2025 - Current
Insurance Verification Specialist
Via Benefits Insurance Services
11.2023 - 11.2024
Technical Support Representative
Kelly Connect Services
04.2020 - 03.2022
Medical Claims Specialist
Teleperformance
07.2017 - 07.2019
Booker T. Washington Highschool