Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Hi, I’m
Brieanna Thompson
Bolingbrook,IL
Summary
Overview
6
years of professional experience
Work History
Enova International
Customer Service Representative
02.2024 - Current
Job overview
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Enhanced customer satisfaction by promptly addressing payment inquiries and resolving issues.
- Maintained accurate records of client payments and transactions, ensuring data integrity.
- Processed debtor payments and updated accounts to reflect new balance.
- Researched billing errors and discrepancies to initiate corrective action.
- Provided 24/7 support for web- and client-based applications, file.
- Educated customers about available services, promotions, or discounts; up-selling products when appropriate.
Everise -Meridian Health
Remote Member Service Specialist
08.2022 - 03.2023
Job overview
- Update members PCP/PPG, Update Demographics.
- Submit Appeals/Grievances.
- Check on claims & Billing payments.
- Educate on benefits & Eligibility.
- Cancel/Unenrolled members.
- Investigated and resolved accounting, service and delivery concerns.
- CPT Code checks, Request Prior Authorization, Assistance with care management
- Recommended specific products and services in alignment with individual needs, requirements and specifications.
- Enhanced member satisfaction by providing exceptional customer service and addressing inquiries promptly.
- Delivered functionality assistance via phone and online service platforms.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Kept administrative records current and accurate to promote efficiency and team effectiveness.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
Bob's Discount Furniture
Dispatcher
02.2021 - 03.2021
Job overview
- Call customers for any delays or R/S, Hands on experience working in stressful, emergency situations, Release trucks all truck through out the day, coordinate and manage the schedules of truck drivers to ensure products and goods are picked up and delivered in a timely manner
- Coordinated logistics, ensuring seamless operations between departments and transportation providers.
- Maintained strict adherence to safety protocols and regulations, reducing the potential for accidents or incidents on the job site.
- Handled escalated customer concerns with empathy and professionalism, leading to successful conflict resolution.
- Developed contingency plans for unexpected disruptions in service delivery or personnel availability.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of 30 fleet vehicles.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Maintained updated and detailed records of calls in physical and electronic database.
- Closely monitored dispatch board to triage and prioritize over 100 daily calls.
- Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
Climate Pro LLC- Non contract
HVAC Dispatcher
07.2019 - 11.2019
Job overview
- Organize service calls for HVAC Technicians
- Assure all customer commitments are met
- Managed high-stress situations, prioritizing tasks to maintain optimal productivity levels in a fast-paced environment.
- Streamlined documentation processes, resulting in improved organization and easier access to critical information.
- Maintained strict adherence to safety protocols and regulations, reducing the potential for accidents or incidents on the job site.
- Handled escalated customer concerns with empathy and professionalism, leading to successful conflict resolution.
- Reduced response times for emergency calls by optimizing dispatcher schedules and call assignments.
SR Express Trucking inc
Trucking Dispatcher
05.2018 - 06.2019
Job overview
- Processed paperwork accurately and efficiently to maintain compliance with industry regulations and standards.
- Monitored weather conditions to anticipate potential delays or hazards impacting delivery times.
- Provided excellent customer service by addressing inquiries, resolving issues, and maintaining strong relationships with clients.
- Maintained open lines of communication between drivers, warehouse staff, and customers to ensure seamless coordination throughout the shipping process.
- Ensured accurate documentation was maintained at all times by regularly auditing records related to shipments.
- Assisted in the recruitment process for new drivers, conducting interviews and evaluating qualifications for potential hires.
- Negotiated rates with carriers to secure competitive pricing for clients without compromising service quality.
- Scheduled and dispatched drivers to locations in regional areas
- Handled incoming calls and emails from customers regarding issues with deliveries.
- Monitored and tracked status of shipments in transit to confirm on-time delivery.
- Coordinated dispatching of 15 drivers to accomplish daily delivery requirements.
- Coordinated driver dispatch to accomplish daily delivery requirements.
- Reviewed paperwork and contracts prior to dispatching crew members to support accuracy and clarify understanding of details.
- Updated vehicle logs, cargo records, and billing statements with accuracy and efficiency.
- Monitored vehicle locations to coordinate timely arrivals.
- Communicated with warehouse staff to facilitate proper loading and unloading of orders.
- Monitored and tracked dispatch communication systems.
- Received new orders, prepared documentation, and assigned personnel.
Education
Plainfield East High SchoolPlainfield, IL
High School Diploma
05.2011
University Overview
Skills
- Active Listening
- Critical Thinking
- Problem-solving abilities
- Money handling abilities
- Complaint resolution
- Payment Processing
- Professional telephone demeanor
- Microsoft Outlook
- Scheduling
- Follow-up skills
- Product Knowledge
- Paperwork Processing
- Appointment Scheduling
- Documentation
- De-Escalation Techniques
- Microsoft Office
- Negotiation
- SAP
- Multi-line Phone Systems
- Customer service
- Freight
- Leadership
- Shipping and Logistics
Personal Information
Personal Information
Relocation: AnywhereTimeline
Customer Service Representative
Enova International
02.2024 - Current
Remote Member Service Specialist
Everise -Meridian Health
08.2022 - 03.2023
Dispatcher
Bob's Discount Furniture
02.2021 - 03.2021
HVAC Dispatcher
Climate Pro LLC- Non contract
07.2019 - 11.2019
Trucking Dispatcher
SR Express Trucking inc
05.2018 - 06.2019
Plainfield East High School
High School Diploma
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