Summary
Overview
Work History
Education
Skills
Timeline
Generic

Briley Heap

Tooele

Summary

Looking to secure a position with a stable company that will offer me the opportunity to utilize and enhance my experience providing support and progression inside the company.

Experienced with leading teams to achieve project goals through effective management and strategic planning. Utilizes strong organizational and communication skills to foster collaboration and drive performance. Track record of successfully overseeing project execution and adapting to dynamic work environments.

Overview

11
11
years of professional experience

Work History

Team Lead and Support Staff

Switch Point
04.2024 - Current


  • Served individuals, families, and veterans experiencing homelessness.
  • Had a team of five individuals whom I supervised,
  • Documented notable interactions with clients, staff, phone calls and activities per policies
  • Actively listened to needs of clients and act accordingly.
  • Monitored Cameras
  • Overseen prescription, and over the counter medication documenting each thing they took and the time.
  • Provided crisis intervention, safety planning, and rescue information to clients and callers.
  • Distributed personal care items to client's per protocol.
  • Maintained program and client confidentiality

Customer Service Rep

Health- Lift Pharmacy Services
01.2016 - 02.2024
  • Responsible for staying up-to-date with state guidelines for medical claims
  • Efficiently answer any incoming phone calls with a variety of different inquiries
  • Assisted with printing and sending invoices.
  • Collected payments from insurance companies for workers comp and auto claims.
  • Place outgoing calls to insurance companies if needed.

C3/Customer Contact Channels
01.2014 - 01.2016
  • Assisted and Supported agents during calls
  • Worked alongside Supervisor to set goals and expectations
  • Coached and provided feedback to agents
  • Handled and resolved escalated calls
  • Organized team huddles
  • Delivered updated client expectations
  • Developed agents to meet or exceed client performance metrics
  • Recognized as a SME (Subject Matter Expert) by Management and agents

Education

High School Diploma -

Tooele High School
05-2013

Skills

  • Efficient typing and computer skills
  • Effective communication skills
  • Self-accountable and responsible
  • Strong ability to manage time
  • Passion for helping others succeed
  • Very organized and efficient

Timeline

Team Lead and Support Staff

Switch Point
04.2024 - Current

Customer Service Rep

Health- Lift Pharmacy Services
01.2016 - 02.2024

C3/Customer Contact Channels
01.2014 - 01.2016

High School Diploma -

Tooele High School

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