Bridgette Bria Lowery
Va Brach,VA
Summary
Customer Support professional with 5+ years of experience in conflict resolution and attention to detail, enhancing client satisfaction and trust in financial and eligibility sectors. Demonstrates strong skills in customer relations and call center operations, effectively streamlining processes to improve service delivery and reduce response times. Dedicated to leveraging analytical abilities to drive improvements in customer experience and operational efficiency.
Overview
11
11
years of professional experience
Work History
Customer Advocate
Senture
02.2025 - Current
- Resolved customer inquiries and escalated issues to achieve timely solutions.
- Collaborated with cross-functional teams to enhance customer experience and satisfaction levels.
- Developed training materials to support onboarding of new team members, promoting consistent service quality.
- Analyzed customer feedback to identify trends and recommend process improvements for service delivery.
MSR Fraud Bank Dept Temp
Navy Federal Credit Union
02.2025 - Current
- Resolve fraud claims, boosting client trust and saving costs.
- Monitor accounts for fraud, reducing incidents with preventive actions.
- Collaborate with law enforcement, expediting investigations.
- Enhance fraud detection, improving response times and client confidence.
- Remote
Eligibility Specialist for Homecare
PPL
01.2024 - 02.2025
- Educated clients on eligibility criteria and benefits, empowering them to make informed decisions and increasing program engagement.
- Guided clients through complex eligibility processes, fostering trust and enhancing their understanding of available benefits.
- Streamlined application procedures, improving processing times and increasing overall client satisfaction with service delivery.
- Analyzed client feedback to identify trends, implementing targeted strategies that led to noticeable improvements in program engagement.
- Developed and maintained comprehensive resource materials, ensuring clients received accurate information and reducing follow-up inquiries.
- Cultivated strong relationships with clients, enhancing their confidence in navigating eligibility processes and boosting program participation.
- Remote
Customer Support Dept., Education
FH Cann and Associates
01.2024 - 12.2024
- Delivered exceptional customer support, enhancing client satisfaction and fostering long-term relationships through effective problem resolution.
- Managed inquiries efficiently, achieving substantial improvements in response time and contributing to overall team performance.
- Analyzed customer trends to identify common issues, implementing solutions that reduced repeat inquiries and streamlined support processes.
- Maintained comprehensive records of customer interactions, ensuring accurate tracking of issues and streamlined follow-up processes.
- Remote
Veteran Disability Claim Intake
Trajector
02.2024 - 06.2024
- Provided empathetic assistance to veterans during the claim intake process, fostering trust and ensuring a smooth experience.
- Streamlined claim documentation procedures, enhancing processing efficiency and reducing turnaround time for approvals.
- Analyzed veteran needs to tailor claim approaches, leading to substantial improvements in satisfaction ratings.
- Provided compassionate guidance to veterans throughout the claim process, fostering a supportive environment that enhanced client trust.
- Streamlined claim review processes, achieving noticeable gains in processing speed and significantly improving approval timelines.
- Conducted in-depth assessments of veteran needs, optimizing claim strategies and leading to marked increases in satisfaction ratings.
- Remote
Medical Scheduler
MJ Staffing
03.2023 - 01.2024
- Coordinated patient scheduling to optimize clinic flow, enhancing appointment availability and increasing patient satisfaction.
- Maintained accurate patient records and scheduling logs, ensuring compliance with healthcare regulations and improving operational efficiency.
- Analyzed scheduling patterns to identify bottlenecks, implementing solutions that reduced wait times and streamlined patient intake.
- Collaborated with healthcare providers to prioritize urgent appointments, fostering teamwork and improving patient care delivery.
- Provided exceptional customer service to patients, addressing inquiries and concerns with empathy and professionalism.
- Streamlined appointment scheduling processes, leading to reduced patient wait times and enhanced overall clinic efficiency.
- Remote
Medicare / Medicaid Specialist
Maximus
02.2020 - 10.2023
- Implemented efficient claims processing protocols, enhancing accuracy and reducing processing time, leading to improved client satisfaction.
- Coordinated with healthcare providers to streamline patient enrollment, resulting in noticeable gains in service accessibility and efficiency.
- Developed training materials for staff on regulatory changes, ensuring compliance and fostering a culture of knowledge sharing.
- Provided empathetic support to clients navigating complex healthcare systems, building trust and enhancing overall client experience.
- Enhanced claims auditing processes, leading to measurable improvements in compliance and a significant reduction in errors.
- Remote
Medicare/ Medicaid Validation for Providers
MJ Staffing
01.2017 - 02.2020
- Insured accurate and compliant information regarding Medicare/ Medicaid Providers and suppliers doing Provider enrollment with suppliers.
- Verify enrollment Information.
- Explain the process of staying compliant with Medicare/Medicaid every 5yrs by the standards of CMS.
- Make sure information found in the public provider directory is correct and up to date.
- Remote
Broker/Provider Verification
UHG
01.2015 - 01.2017
- Negotiated contracts and agreements to maximize client satisfaction and profitability.
- Developed and maintained strong relationships with clients, ensuring ongoing communication and support.
- Analyzed market trends to provide strategic insights for investment opportunities and risk management.
- Coordinated with cross-functional teams to streamline brokerage operations and improve service delivery.
- Provided exceptional customer service, addressing any concerns or questions from clients promptly and professionally.
- Negotiated favorable terms for clients during transactions, maximizing their profits in both buying and selling scenarios.
Education
Applied Science -
John Tyler Community College
Chester, VA05.2000
BS - Criminal Justice
VCU
Richmond, VASkills
- Conflict Resolution (Experienced)
- Attention to Detail (Experienced)
- Customer Relations (Experienced)
- Computer (Experienced)
- Call Center (Experienced)
- Business relationship building
- Compliance requirements
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Languages
English
Native or Bilingual
Portuguese
Native or Bilingual
Timeline
Customer Advocate
Senture
02.2025 - Current
MSR Fraud Bank Dept Temp
Navy Federal Credit Union
02.2025 - Current
Veteran Disability Claim Intake
Trajector
02.2024 - 06.2024
Eligibility Specialist for Homecare
PPL
01.2024 - 02.2025
Customer Support Dept., Education
FH Cann and Associates
01.2024 - 12.2024
Medical Scheduler
MJ Staffing
03.2023 - 01.2024
Medicare / Medicaid Specialist
Maximus
02.2020 - 10.2023
Medicare/ Medicaid Validation for Providers
MJ Staffing
01.2017 - 02.2020
Broker/Provider Verification
UHG
01.2015 - 01.2017
BS - Criminal Justice
VCU
Applied Science -
John Tyler Community College
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