Brianna McCallum
San Diego,CA
Overview
18
18
years of professional experience
Work History
Customer Experience Specialist II-Annuities
Principal Financial
11.2024 - Current
- Educate clients by answering inbound phone inquiries about general annuity product knowledge and maintenance of accounts.
- Respond and anticipate the customer's needs on multiple annuity products or processes while using and navigating several systems and web applications.
- Build customer relationships by handling/resolving requests real-time, providing accurate information, anticipating future concerns and effectively communicating next steps.
- Identify innovative solutions to improve the customer experience and identify voice of the customer opportunities for the enterprise
Compliance Liaison
Aya Healthcare
10.2022 - 02.2024
- Review and meticulously edit compliance documentation to maintain accuracy
- Ensure all documents submitted to client facilities (hospitals) exactly meet the facilities requirements
- Frequently communicate with facilities (hospitals) via email
- Work with internal staff to obtain incomplete information or correct inaccurate documentation before it is submitted to our client facilities
- Establish and maintain excellent working relationships with our client facilities to ensure all documents are processed with alacrity
- Work with multiple internal departments to process a substantial volume of documents
- Audit information in documents for accuracy and proactively work to minimize future errors
- Call attention to discrepancies and work amicably with coworkers to perfect documents
- Learn and maintain knowledge base of current company, state, and federal regulations to ensure the greatest possible compliance.
Agent Experience Partner
Better Mortgage
08.2021 - 03.2022
- Served as a main point of contact for buyers’ agents during their clients’ loan process with Better Mortgage
- Documented real estate agent interactions in the internal database to maintain customer service history details
- Collaborated with internal team members to resolve customer and real estate agent issues and delivered attentive service to exceed expectations
- Communicated through multiple engagement tools via telephone, online chat, and email platforms to provide outstanding customer service
- Consistently met and exceeded agent call guidelines for service levels, handling time and productivity.
Associate Service Consultant
LPL Financial
09.2019 - 08.2021
- Engaged with advisors and staff to address and resolve account transfers related issues, and questions
- Collaborated with other departments to generate results and increase advisor satisfaction
- Maintained the VR Huddle Board to keep account transfers team up to date with current information.
Claims Associate
State Farm
09.2016 - 09.2018
- Performed in a fast-moving work environment to process large volumes of automotive claims
- Examined the accuracy and quality of data entered into agency management system and interviewed policyholders to verify information and obtain additional details
- Oversaw claim recoveries, including subrogation and salvage, examined reports, accounts and evidence to determine integrity and accuracy of information
- Delivered exceptional customer service to policyholders by active listening and communicating information.
Solutions Specialist
Verizon Wireless
12.2014 - 08.2016
- Conducted troubleshooting and diagnostic procedures on customer devices
- Addressed customer questions regarding billing, account issues and upgrade possibilities
- Applied a consultative sales approach to understand customer needs and recommend relevant offerings
- Mentored, cross-trained and backed up other customer service managers.
Recreation Leader
City of San Diego
10.2007 - 12.2014
- Created a variety of written documents using office automation software
- Expanded the diversity of recreational offerings by developing and overseeing new summer programs and classes and drove engagement and outreach with special events focused on bringing in new users
- Conducted clerical duties, including registering participants and answering specific event inquiries
- Coordinated and led art classes, cooking classes and summer activities for both small and large groups.
Education
MBA - Business Administration
California State University, Dominguez Hills
Carson, CA05.2016
Bachelor of Science - Marketing
San Diego State University
San Diego, CA05.2014
Associate of Applied Science - Liberal Arts
San Diego City College
San Diego, CA05.2012
Timeline
Customer Experience Specialist II-Annuities
Principal Financial
11.2024 - Current
Compliance Liaison
Aya Healthcare
10.2022 - 02.2024
Agent Experience Partner
Better Mortgage
08.2021 - 03.2022
Associate Service Consultant
LPL Financial
09.2019 - 08.2021
Claims Associate
State Farm
09.2016 - 09.2018
Solutions Specialist
Verizon Wireless
12.2014 - 08.2016
Recreation Leader
City of San Diego
10.2007 - 12.2014
MBA - Business Administration
California State University, Dominguez Hills
Bachelor of Science - Marketing
San Diego State University
Associate of Applied Science - Liberal Arts
San Diego City College
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