Summary
Overview
Work History
Education
Skills
Timeline
Generic

Brianna Morrow

Charlotte,NC

Summary

Detail-oriented Customer Service professional driven to resolve claims fairly while representing interests of employer. Conducts thorough and informed investigations, precisely evaluates losses and negotiates settlements that satisfy diverse parties. Builds and maintains professional and productive relationships and works to understand potentially conflicting points of view. Motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Overview

11
11
years of professional experience

Work History

CLAIM SUPPORT

Progressive
03.2023 - Current
  • Reviewed and processed incoming claims for accuracy, completeness, and compliance with applicable regulations.
  • Maintained detailed records of all insurance claims activities in accordance with company policies.
  • Answered customer inquiries regarding claim status and payment information.
  • Assisted customers with filing new claims and provided guidance throughout the process.
  • Verified coverage eligibility for customers through review of policy documents or contact with insurers.
  • Investigated and resolved discrepancies related to claim payments or denials.
  • Performed data entry into internal systems to ensure accurate tracking of claim activity.
  • Provided feedback on procedures to improve operational efficiency within the department.
  • Monitored incoming mail for timely receipt of new claim forms and supporting documentation.
  • Processed requests for refunds or adjustments due to overpayments or other errors.
  • Resolved disputes between claimants and insurance companies by gathering evidence and negotiating settlements.
  • Conducted quality assurance reviews of completed files prior to submission for final approval.
  • Managed asset recoveries for claims, including salvage and subrogation.
  • Assisted claimants, providers and clients with problems or questions regarding claims.
  • Processed claims for payment or forwarded to appropriate personnel for further investigation
  • Examined claims, records and procedures to grant approval of coverage.
  • Checked documentation for appropriate coding, catching errors and making revisions.
  • Collaborated with fellow team members to manage large volume of claims.

Human Resources Generalist

ALIGHT SOULTIONS
04.2022 - 03.2023
  • Facilitated delivery of HR services by establishing and maintaining positive relationships with teams and leadership across organization.
  • Worked on 401(k) administration, FMLA and workers' compensation claims and benefits.
  • Assisted customer service with inbound and outbound calls regarding human resources inquiries.
  • Implemented controls to promote diversity in hiring process.
  • Maintained records of payroll forms, leave notifications, employee files, benefits information and workers' compensation files.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Developed strong customer relationships to encourage repeat business.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Explained benefits, features and recommendations to maximize client retention.
  • Trained new hires on products and services, best practices and protocols to reduce process gaps.
  • Safeguarded human resource information, maintaining employee confidence and protecting operations.
  • Provided essential support to address individual HR needs of employees.

Sr Consultant

Ally Financial Inc.
03.2021 - 04.2022
  • Handled complex problems and issues by understanding root cause of issue and implementing solutions.
  • Used clients' requirements to develop targeted solutions to fit specific needs.
  • Worked hard daily to promote exemplary level of tailored service to each customer, whether through email or by phone.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Supported customers with online billing, access and account issues.
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Assessed data and information to check entries, calculations and billing codes for accuracy.
  • Performed database entry updates to keep information current.

CUSTOMER SERVICE REPRESENTATIVE

Duke Energy
01.2018 - 03.2021
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Assisted customers in making payments on accounts and setting up payment plans.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Reviewed customer account information to determine current issues and potential solutions.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Handled more than 35 calls per day to assist customers and dispatch services.
  • Managed high-volume of inbound and outbound customer calls.

CASHIER

Marshalls
08.2016 - 01.2018
  • Handle all customer payment and credit transactions
  • Responsible for the daily balancing and reconciling of cash office account/s
  • Handle daily marshalls deposits Attend meetings and trainings as scheduled
  • Perform basic administrative and other duties as assigned.
  • Engaged positively with each customer, providing professional and polite support for sales and service needs.
  • Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
  • Restocked shelves, racks and bins with latest merchandise and changed signage to promote special items.
  • Counted cash, made change and stored coupons to keep organized and balanced cash register drawer.
  • Calculated pricing, applied discounts and collected payments to process transactions.
  • Answered questions about current promotions and resolved issues according to store policies.
  • Increased customer service feedback scores by delivering outstanding service to customers daily.
  • Designed and deployed new display ideas to improve accessibility to merchandise.
  • Escorted customers to products and pointed out complementary items to boost store sales.
  • Stayed up to date on store promotions, payment policies and security practices.
  • Maintained visually appealing and effective displays for entire store to drive sustained revenue and move target products.
  • Observed customer behaviors to identify security threats and escalate concerns to supervisors.

SALES ASSOCIATE

FOOD LION NC
08.2013 - 08.2016
  • Assisted with training new cashiers and customer service team members to increase speed of onboarding.
  • Scanned, priced and bagged customer groceries quickly to keep lines moving.
  • Assisted management with developing and managing employee improvement strategies to encourage exceptional performance from staff.
  • Verified customer identification for alcohol or tobacco purchases.
  • Helped customers find specific products, answered questions and offered product advice.
  • Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
  • Worked closely with front-end staff to assist customers.
  • Met high productivity standards in processing payments for customers.
  • Wrapped items and bagged purchases properly to prevent merchandise breakage.
  • Learned roles of other departments to provide coverage and keep store operational.

Education

Associate of Applied Science - BUSINESS AND ADMINISTRATION

Central Piedmont Community College
Charlotte, NC
05.2024

BACHELOR OF SCIENCE -

UNIVERSITY OF NORTH CAROLINA
01.2017

BACHELOR OF SCIENCE -

WINSTON SALEM STATE UNIVERSITY
01.2016

HARDING HIGH SCHOOL
11.2014

Skills

  • Software management
  • Strong leadership skills
  • Business analysis
  • Information security
  • Understanding of team building
  • Strategic planning
  • Project management
  • Reports and documentation
  • Client rapport
  • Analysis
  • Quality Assurance
  • Continuous Improvement
  • HTML
  • Customer relationship management
  • Safety regulations
  • Patient safety
  • Patient relations
  • Healthcare delivery
  • Health information systems
  • Performance metrics
  • Friendly, positive attitude
  • Time management
  • Active listening
  • Customer service
  • Microsoft Office expertise
  • Office equipment proficiency
  • Training and development
  • Schedule mastery

Timeline

CLAIM SUPPORT

Progressive
03.2023 - Current

Human Resources Generalist

ALIGHT SOULTIONS
04.2022 - 03.2023

Sr Consultant

Ally Financial Inc.
03.2021 - 04.2022

CUSTOMER SERVICE REPRESENTATIVE

Duke Energy
01.2018 - 03.2021

CASHIER

Marshalls
08.2016 - 01.2018

SALES ASSOCIATE

FOOD LION NC
08.2013 - 08.2016

Associate of Applied Science - BUSINESS AND ADMINISTRATION

Central Piedmont Community College

BACHELOR OF SCIENCE -

UNIVERSITY OF NORTH CAROLINA

BACHELOR OF SCIENCE -

WINSTON SALEM STATE UNIVERSITY

HARDING HIGH SCHOOL

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Brianna Morrow