Brianna Wilson
Batavia
Summary
Dynamic customer service professional with over 20 years of experience in guest services, call center operations, and management. Proven track record of enhancing customer satisfaction through effective problem-solving and a commitment to excellence. Strong technical and communication skills complement the ability to build rapport with diverse clientele, ensuring a positive experience at every interaction. Dedicated to fostering team collaboration and driving operational success in fast-paced environments.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Health Benefit Representative
Centene/ Fidelis Care
11.2022 - Current
- Assisted in resolving member inquiries, ensuring accurate information delivery and timely follow-up.
- Educated members on plan benefits, enhancing understanding of coverage and minimizing gaps in care.
- Managed high-volume call center, ensuring prompt and accurate responses to all inquiries related to health benefits.
- Provided timely communication updates regarding ongoing claim status or necessary documentation requests from members or medical providers.
- Facilitated enrollment process for new members, ensuring smooth transition from previous insurance providers.
- Ensured compliance with federal regulations governing Health Benefit Representative activities and reporting requirements.
- Processed enrollment paperwork and benefits forms.
Optical Assistant
Pearl Vision
09.2021 - 11.2022
- Processed patient orders efficiently using optical management software.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Collaborated with optometrists to ensure accurate prescription fulfillment and follow-up care.
- Led initiatives to enhance patient experience through streamlined appointment scheduling and follow-ups.
- Conducted thorough pre-testing for optometrist examinations, leading to more accurate diagnoses and treatment plans.
- Streamlined patient scheduling with efficient appointment management, resulting in improved patient flow.
- Improved patient wait times by expediting the check-in process using electronic registration forms.
- Input patient information and exam findings into electronic medical records system to facilitate accurate record-keeping.
- Conducted pretest procedures to gather data before exam and make eye appointments more efficient and productive.
- Assisted with insurance questions, eligibility, and prior authorizations of medications and glasses.
Environmental Service/Laundry Team Leader
Jewish Home of Rochester
03.2016 - 12.2021
- Lead team in delivering high-quality care services to residents, ensuring compliance with health regulations.
- Collected, arranged, and input information into database system.
- Generated reports detailing findings and recommendations.
- Gathered, organized and input information into digital database.
- Developed and implemented training programs for staff, enhancing skills and improving service delivery.
- Managed scheduling and staffing resources to maintain optimal coverage and meet resident needs effectively.
- Oversaw implementation of safety protocols, ensuring a safe environment for both residents and staff members.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Payroll Specialist
Paychex Inc
01.2021 - 08.2021
- Provided customer service to employees regarding payroll inquiries and issues.
- Verified and submitted timekeeping information for accurate and efficient payroll processing.
- Uploaded time records into computer system and made adjustments to create accurate database for payroll processing functions.
- Assisted employees with inquiries regarding their paychecks, deductions, and other related issues, providing clear and concise communication.
- High Volume inbound and outbound calls
Resturant Staff
Mcdonlds
01.2018 - 01.2019
- Delivered exceptional customer service while ensuring a welcoming environment.
- Collaborated with kitchen staff to streamline food preparation and service processes.
- Maintained cleanliness and organization of dining area to enhance guest experience.
- Contributed to increased sales by upselling menu items and promoting daily specials.
- Served food and beverages promptly with focused attention to customer needs.
- Utilized POS system to receive and process food and beverage orders.
Restaurant General Manager
Pizza Hut
01.2011 - 03.2016
- Led daily operations to optimize efficiency and service quality across multiple restaurant locations.
- Developed training programs for staff, enhancing team performance and customer satisfaction.
- Implemented inventory management systems to reduce waste and improve cost control.
- Fostered a positive work environment through effective communication and conflict resolution strategies.
- Managed all aspects of daily operations, including managing budgets, inventory control, and vendor relations.
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
- Managed staff schedules and maintained adequate coverage for all shifts.
Bank Teller
Key Bank
01.2007 - 12.2011
- Processed customer transactions efficiently, ensuring accuracy and compliance with banking regulations.
- Maintained cash drawer accuracy through meticulous counting and reconciliation procedures.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
Call Center Representative
Ashley Furniture Call Center
01.2004 - 12.2007
- Schedule delivery of customers furniture using multiply screens
- Utilized CRM software to track interactions and ensure timely follow-ups.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Manager
Tops Markets
01.1999 - 12.2005
- Led customer service team in achieving high satisfaction ratings through effective communication and problem resolution.
- Managed escalated issues, providing timely solutions while maintaining strong customer relationships.
- Oversaw daily operations, ensuring adherence to company policies and enhancing overall service standards.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
Education
Local diploma -
Dunkirk High School
Dunkirk, NY06-1997
Human Resources Development
Genesee Community College
Batavia, NYSkills
- High-volume communication
- Data entry
- Patient scheduling optimization
- Payroll administration
- Teamwork
- HIPAA compliance
- Call center experience
- Insurance verification
- Data entry proficiency
Certification
Jewish Home of Rochester
Certificate in Dementia Care Training
Certificate in Environmental Services
Centene/Fidelis Care
NYSOH Assistor Broker Certification
Certification in Salesforce
Timeline
Health Benefit Representative
Centene/ Fidelis Care
11.2022 - Current
Optical Assistant
Pearl Vision
09.2021 - 11.2022
Payroll Specialist
Paychex Inc
01.2021 - 08.2021
Resturant Staff
Mcdonlds
01.2018 - 01.2019
Environmental Service/Laundry Team Leader
Jewish Home of Rochester
03.2016 - 12.2021
Restaurant General Manager
Pizza Hut
01.2011 - 03.2016
Bank Teller
Key Bank
01.2007 - 12.2011
Call Center Representative
Ashley Furniture Call Center
01.2004 - 12.2007
Customer Service Manager
Tops Markets
01.1999 - 12.2005
Local diploma -
Dunkirk High School
Human Resources Development
Genesee Community College