Brionne Copeland
New Orleans,LA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
Sewerage & Water Board Of New Orleans
05.2022 - Current
- Develop strong relationships with clients, resulting in repeat business and positive feedback.
- Deliver exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Manage a high volume of inbound of calls and face to face interactions while maintaining excellent quality standards and adhering to established procedures.
- Maintain detailed and accurate records between multiple databases and programs.
- Handle confidential information with discretion, maintaining trust among colleagues and clients alike.
- Set up new customer accounts and update existing profiles with latest information.
- Resolve complex billing and payment issues for balanced, accurate accounts.
- Conduct in person account reviews of high balance account holders.
Billing and Collections Specialist
Sewerage & Water Board Of New Orleans
12.2018 - 01.2022
- Prepared detailed reports on account activity for management review, identifying areas for improvement or concern.
- Identified opportunities for process improvements, suggesting changes that led to increased efficiency in the billing department.
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Reduced delinquency rates by implementing effective collection strategies and maintaining consistent follow-up procedures.
- Counseled debtors on payment options and arranged installment agreements.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
Housing Case Manager
Metropolitan Center For Women And Children
02.2010 - 04.2017
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Provided crisis intervention services, offering immediate support and guidance to individuals experiencing domestic violence situations.
- Enhanced client self-sufficiency through comprehensive case management services, including referrals to housing and employment opportunities.
- Served as liaison between clients and community partners, facilitating connections that advanced recovery goals while addressing systemic barriers faced by survivors of domestic violence.
Education
High School Diploma -
Eleanor Mcmain Secondary School
New Orleans, LA05.2007
Skills
- Complaint Handling
- Customer Relationship Management (CRM)
- CRM Software
- Call center experience
- Customer Service
- Multicultural Competence
- Trauma Informed Care Framework
- Victim advocacy
- Interpersonal Relationships
- Crisis handling
Certification
- Life, Health & Accident Producer License
Timeline
Customer Support Specialist
Sewerage & Water Board Of New Orleans
05.2022 - Current
Billing and Collections Specialist
Sewerage & Water Board Of New Orleans
12.2018 - 01.2022
Housing Case Manager
Metropolitan Center For Women And Children
02.2010 - 04.2017
High School Diploma -
Eleanor Mcmain Secondary School
- Life, Health & Accident Producer License
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