Brianna Owens
Texarkana,TX
Summary
Proven in enhancing customer satisfaction and loyalty, as demonstrated at FirstSource Solutions, I excel in critical thinking and active listening, ensuring high-quality service. Skilled in Microsoft Excel and relationship building, I significantly improve operational efficiencies. My approach, blending empathy with problem-solving, achieves notable customer service excellence.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Firstsource Solutions
08.2021 - Current
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Reduced patient wait times while improving satisfaction levels through efficient problem resolution skills tailored to each unique situation.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
Backroom Inventory Associate
Ross Dress for Less
11.2020 - 08.2021
- Placed orders for new supplies based on established needs and special circumstances.
- Maintained inventory count, tracked usage, and documented variances.
- Kept up-to-date on store, shelf, and order availability of clothes, living room, and shoes products.
- Managed inventory storage in clean and organized fashion.
- Reduced product loss by identifying damaged goods, reporting issues, and following proper disposal procedures.
- Facilitated a positive work atmosphere by actively participating in team meetings, sharing ideas, and maintaining open communication channels.
- Completed scheduled audits with efficient and accurate approach.
- Enhanced inventory accuracy by conducting regular cycle counts and updating records accordingly.
- Achieved faster restocking times through effective communication with floor associates regarding item locations and quantities available.
- Resolved discrepancies found during cycle counts by investigating root causes and taking corrective action where necessary.
- Improved stock availability by promptly receiving inbound shipments and updating the inventory system.
- Maximized storage space utilization by reorganizing products according to size, type, and demand patterns.
Portioned
Pilgrim Pride
08.2020 - 10.2020
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
Deli Clerk
Harris Teeter
03.2020 - 07.2020
- Greeted customers at counter to fulfill requests and answer questions.
- Precisely measured, weighed, sliced, and packaged deli products according to customer requests while minimizing waste.
- Maintained a safe working environment by adhering to food safety guidelines and promptly addressing any hazards.
- Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
- Coordinated with suppliers to secure best quality products, enhancing overall selection available to customers.
- Maintained cleanliness and organization in deli area, ensuring welcoming environment for customers.
- Engaged with customers to receive feedback on deli offerings, using insights to make targeted improvements.
- Consistently met or exceeded daily sales targets through upselling techniques and outstanding customer service skills.
Cashier/Customer Service Cashier
SPINX
10.2019 - 02.2020
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Restocked and organized merchandise in front lanes.
- Helped customers complete purchases, locate items, and join reward programs.
- Improved store atmosphere with thorough and prompt cleaning of checkout area.
- Contributed to clean and safe shopping environment, performed regular sanitation of checkout area.
- Strengthened team morale and cooperation by assisting coworkers during peak hours.
- Reduced processing errors by meticulously following transaction procedures.
- Increased sales of promotional items by informing customers about current offers.
- Facilitated positive shopping experience, greeted customers warmly upon entry.
Server
Applebee's Grill + Bar
04.2018 - 11.2018
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
Cashier
Dollar General
01.2018 - 07.2018
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Boosted team efficiency, shared best practices in cash handling and customer interaction.
- Improved efficiency, organized checkout area for optimal workflow.
- Enhanced customer loyalty by participating in rewards program enrollment.
Call Center Sales Representative
DialAmerica
02.2018 - 04.2018
- Increased customer satisfaction by efficiently handling inbound and outbound sales calls.
- Navigated multiple software platforms concurrently while engaging customers in conversations, enhancing multitasking skills in a fast-paced environment.
- Developed long-term relationships with customers by providing exceptional service and tailored solutions.
- Enhanced team productivity by collaborating on strategies to improve call center performance metrics.
Cashier/Sales Associate
Walmart
11.2017 - 02.2018
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Enhanced customer satisfaction by efficiently addressing and resolving retail operation issues.
- Created an attractive atmosphere in the retail area by strategically arranging products that encouraged impulse purchases.
Call Center Representative
IQor
05.2017 - 10.2017
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
Cashier
Wendy's
11.2016 - 05.2017
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Took orders at drive-thru or front counter and accurately processed payments to provide guests with great service.
- Demonstrated outgoing and friendly behavior and positive attitude and interacted well with staff and customers.
- Maintained clean and organized workstations, adhering to strict health and safety guidelines.
Cashier
Burger King
10.2015 - 04.2017
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Restocked and organized merchandise in front lanes.
- Stocked, tagged and displayed merchandise as required.
- Promoted store promotions and incentive programs to increase overall sales revenue.
Education
Bachelor of Science - Health Information Management
University of Arkansas Grantham
Little Rock, AR10-2027
Associate of Applied Science - Medical Billing And Coding
Ultimate Medical Academy
Clearwater, FL08-2021
High School Diploma -
Cane Bay High School
Summerville, SC05-2016
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Microsoft Excel
- Conflict resolution
- Computer proficiency
- Complaint handling
- Payment processing
- HIPAA compliance
- Insurance verification
- Patient confidentiality
- Medical terminology
- Claims processing
- Medical billing
- Follow-up skills
- Policy adherence
- Stress tolerance
- Empathy and patience
- Healthcare industry
- Record maintenance
- Patient eligibility verification
- Insurance claims follow-up
- Strong interpersonal skills
- Quality assurance
- Phone and email etiquette
- Patient registration
- Information collection
- Eligibility determination
- Process improvement
- Money handling
- Work quality evaluation
- Verbal and written communication
- Customer follow-up
- Electronic health records
- Medical coding
- Patient identity verification
- MS office
- Professional telephone demeanor
- Strong work ethic
- Exceptional customer service
- Guest engagement
- Professional appearance
- Cash handling
- Hospitality service expertise
- Attention to detail
- Positive and friendly attitude
- Willing to learn
- Responsible and trustworthy
- Teamwork and collaboration
Languages
English
Full Professional
Timeline
Customer Service Representative
Firstsource Solutions
08.2021 - Current
Backroom Inventory Associate
Ross Dress for Less
11.2020 - 08.2021
Portioned
Pilgrim Pride
08.2020 - 10.2020
Deli Clerk
Harris Teeter
03.2020 - 07.2020
Cashier/Customer Service Cashier
SPINX
10.2019 - 02.2020
Server
Applebee's Grill + Bar
04.2018 - 11.2018
Call Center Sales Representative
DialAmerica
02.2018 - 04.2018
Cashier
Dollar General
01.2018 - 07.2018
Cashier/Sales Associate
Walmart
11.2017 - 02.2018
Call Center Representative
IQor
05.2017 - 10.2017
Cashier
Wendy's
11.2016 - 05.2017
Cashier
Burger King
10.2015 - 04.2017
Bachelor of Science - Health Information Management
University of Arkansas Grantham
Associate of Applied Science - Medical Billing And Coding
Ultimate Medical Academy
High School Diploma -
Cane Bay High School
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