Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Brianna Lee Soto

Tampa

Summary

Professional with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.


Overview

5
5
years of professional experience

Work History

Insurance Service Representative

Nationwide Mutual Insurance Company
08.2021 - 07.2023
  • Process new claims.
  • Guide policyholders on how to proceed with a claim.
  • Provide advice on making a claim and the process involved.
  • Collect accurate documents to proceed with a claim.
  • Analyze coverage to answer policyholder questions.
  • Monitor the progress of the claim.
  • Build relationships with adjusters and claims department personnel at the carriers.
  • Handle complaints associated with the claim.
  • Ensure the policyholder is treated fairly and receives superior customer service.

PUA Agent

Faneuil (DEO)
07.2021 - 08.2021
  • Reviewing applications and documents and determining eligibility.
  • Making outbound calls and requesting missing documents from claimants
  • Verifying claimants’ information.

Customer service Representative Level II

Maximus
04.2021 - 07.2021
  • Manage incoming and outbound calls
  • Answering inquiries resulting from COVID-19 vaccination, scheduling questionnaire, and communications.
  • Follow communication procedures, guidelines and policies
  • Take the extra mile to engage customers.
  • Answer incoming calls from the public related to COVID-19 vaccination scheduling.
  • Understanding the logistics of available timeslot and if location, distance, and time are available.
  • Making outgoing calls to follow-up on vaccination question.

Onboarding Specialist

Federal Award Management Registration
09.2020 - 02.2021
  • Manage all aspects of the client onboarding process and project life cycle.
  • Serve as a singe point of contact to clients and the banks origination teams.
  • Respond to new franchise inquiries, requests and needs of clients via phone and email in a timely manner.
  • Regularly work with and updates Region Development or Broker/Owners onboarding status
  • Serve as a skilled communicator between two parties with the goal of customer satisfaction.

Supervisor

Bubbleology Citrus Park
06.2018 - 09.2020
  • Completes opening, daily and closing procedures/checklists in accordance with company policies/procedures.
  • Manage a crew of 6 employees.
  • Assigns work tasks and activities, participates in preparing schedules, and ensures that all shifts are covered.
  • Actively ensures all associates take all mandated rest breaks and meal periods.
  • Ensures display areas are appropriately clean, stocked, and visually appealing.
  • Ensures all equipment is in good working order.
  • Operates cash register and voids transactions as needed.
  • Places orders for individual units, receives goods, processes invoices.

Education

Bachelor’s Degree - Health Science- Psychology

South University
Tampa, FL

High School Diploma - undefined

Sickles High School

Skills

  • Customer Service
  • Insurance
  • Medical Terminology
  • Microsoft Office: Word, Excel, PowerPoint, Outlook
  • Microsoft Teams
  • Sales
  • Time Management
  • Team Player
  • Problem Solver
  • Decision Maker

Languages

English
Native or Bilingual

Timeline

Insurance Service Representative

Nationwide Mutual Insurance Company
08.2021 - 07.2023

PUA Agent

Faneuil (DEO)
07.2021 - 08.2021

Customer service Representative Level II

Maximus
04.2021 - 07.2021

Onboarding Specialist

Federal Award Management Registration
09.2020 - 02.2021

Supervisor

Bubbleology Citrus Park
06.2018 - 09.2020

High School Diploma - undefined

Sickles High School

Bachelor’s Degree - Health Science- Psychology

South University

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