Brianna Paulling
Summary
Successful Customer service representative with 6+ years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve litigation issues pertaining to consumer debt. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
8
8
years of professional experience
Work History
Client Services Litigation Representative
Strategic Financial Solutions
06.2017 - Current
- Prepared of reports that attorneys utilize in determining how cases should be handled
- Organized and track files of case documents to make them available and easily accessible to attorneys
- Updated clients about the progress of negotiating settlements with their creditors during active litigation
- Identified and corrected discrepancies in legal correspondences provided by law offices/attorneys
- Provided floor support to NYC office and Chat/VOIP support to Buffalo offices
- Increased team efficiency by training new hire classes on litigation processes
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Data Entry Clerk
Body Cosmetica
06.2017 - 12.2018
- Meticulously identified and rectified inconsistencies, deficiencies and discrepancies in medical documentation.
- Maintained strict confidentiality of sensitive client information, ensuring compliance with industry regulations and company policies.
- Facilitated smoother communication among departments by organizing shared digital files and creating easy-to-navigate folder structures.
- Completed data entry tasks with accuracy and efficiency.
- Sorted documents and maintained organized filing process.
- Entered data into various computer systems accurately using Microsoft Excel
- Created spreadsheets for more efficient recordkeeping.
Resident Assistant
The Pennsylvania State University
08.2015 - 05.2017
- Managed a University residence hall floor of ethnically diverse undergraduate students
- Organized social events for residents to foster a sense of community and belonging, resulting in increased resident retention.
- Mentored new Resident Assistants, providing guidance on effective strategies for managing various situations
- Developed educational programs focusing on topics such as time management, study habits, and stress reduction techniques to promote academic success among residents.
- Conducted regular room inspections to ensure adherence to residence hall policies, maintaining a clean and organized living environment.
- Facilitated conflict resolution among roommates and neighbors by mediating discussions and proposing fair solutions.
- Supported students experiencing mental health challenges by actively listening, offering resources, and connecting them with appropriate support services.
- Managed front desk operations during assigned shifts, assisting visitors with inquiries while maintaining accurate records of residence hall activities.
- Established and enforced residence hall policies and quiet hours to establish safe and respectful living environment.
Education
Bachelor of Arts - Psychology
The Pennsylvania State University
Hazleton, PA05.2017
Skills
- Database Maintenance
- Outbound Calling
- Customer Support
- System Documentation
- Microsoft Office
- Administrative and Office Support
- Debt Resolutions
- Data Entry
- Keyboard Entry
- Spreadsheet Management
- Updating Client Data
- Strong Problem Solver
Timeline
Client Services Litigation Representative
Strategic Financial Solutions
06.2017 - Current
Data Entry Clerk
Body Cosmetica
06.2017 - 12.2018
Resident Assistant
The Pennsylvania State University
08.2015 - 05.2017
Bachelor of Arts - Psychology
The Pennsylvania State University
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