Britany Fuller
Macclenny,FL
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction. Resourceful and experienced worker offering expertise in customer service, travel coordination and file management. Detail-oriented team player with strong organizational skills. Handles multiple projects simultaneously with a high degree of accuracy.
Overview
15
15
years of professional experience
Work History
Customer Service Specialist
Sleep Doctor
12.2022 - 10.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Resolved concerns with products or services to help with retention and drive sales.
- Provided primary customer support to internal and external customers.
- Maintained and managed customer files and databases.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Developed customer service improvement initiatives to decrease customer wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Investigated and resolved accounting, service and delivery concerns.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Increased efficiency and team productivity by promoting operational best practices.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Promoted available products and services to customers during service, account management, and order calls.
- Sought ways to improve processes and services provided.
- Managed timely and effective replacement of damaged or missing products.
- Trained new personnel regarding company operations, policies and services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promptly responded to inquiries and requests from prospective customers.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Implemented and developed customer service training processes.
Veterans Case Manager
Singular Sleep
03.2020 - 12.2022
- Assisted veterans and dependents in preparing forms and documents to present claims for benefits.
- Conducted telephone/telehealth interviews with veterans and advocates to explain benefits and related programs.
- Managed over 50 calls per day.
- Reviewed and requested medical records, military personnel records and service verification records to determine eligibility status.
- Utilized knowledge to compose correspondence letters to explain current status of applications and request additional documentation.
- Prepared written appeals for claimants not satisfied with rating board decisions and presented arguments before hearing officers and federal government boards.
- Maintained detailed records of patient progress, documentation of services and case notes.
- Collaborated with healthcare providers to drive continuity of care.
- Managed caseload to satisfy multiple patients with diverse needs.
- Worked with medical teams, patients and families to implement effective treatment plans.
- Assessed risk factors of patients and made referrals for further services.
- Provided patient and family education on available resources and self-care strategies.
- Developed partnerships with community organizations to expand services and referrals.
- Participated in clinical supervision to maintain professional development.
- Preserved and prepared reports and treatment records.
- Developed individual treatment plans and provided counseling to patients.
- Completed psychosocial evaluations and needs assessments.
- Analyzed claims to determine percentage of disability, permanent and total disability and entitlement to compensation.
Certified Medical Assistant
Baker County Medical Services
12.2013 - 10.2019
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Conducted preliminary patient evaluations measuring weight, temperature and blood pressure.
- Taught patients about medications, procedures, and care plan instructions.
- Promoted office efficiency, coordinating charts, completing insurance forms, and helping patients with diverse needs.
- Enhanced patient outcomes by providing knowledgeable education on procedures, medications, and other physician instructions.
- Directed patients to examining rooms and coordinated transportation assistance as necessary.
- Prepared and administered medications to alleviate patient symptoms.
- Educated patients by providing medication and diet information and clarifying physicians' orders, answering questions thoroughly.
- Performed or scheduled preventive maintenance on equipment to promote longevity of use, troubleshooting technical issues and coordinating repairs.
- Obtained client medical history, medication information, symptoms, and allergies.
- Performed medical records management, including filing, organizing and scanning documents.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
- Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
- Completed clinical procedures and gathered patient data for interpretation by physician.
- Verified patient insurance coverage and collected required co-payments.
- Obtained and documented patient medical history, vital signs and current complaints at intake.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Completed EKGs and other tests based on patient presentation in office.
Medical Assistant
St. Vincent's Primary Care OPIM
06.2010 - 11.2012
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Obtained and documented patient medical history, vital signs and current complaints at intake.
- Verified patient insurance coverage and collected required co-payments.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
- Taught patients about medications, procedures, and care plan instructions.
- Completed clinical procedures and gathered patient data for interpretation by physician.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
Assistant Office Manager
Baptist Health Medical Center
11.2008 - 12.2010
- Kept front office clean and well-organized to keep areas presentable for guests and maximize professional appeal.
- Created and updated physical records and digital files to maintain current, accurate, and compliant documentation.
- Created and updated records and files to maintain document compliance.
- Optimized office schedule to balance team workloads, group productivity and financial targets.
- Authored business documents to organize and emphasize information quickly and effectively.
- Offered technical support and troubleshot issues to enhance office productivity.
- Managed accurate and fully compliant AP/AR operations by documenting expenses, reconciling accounts and correcting discrepancies.
- Conferred with insurance company representatives to expedite payments and resolve filing issues, keeping aging balances low and office finances strong.
- Conducted research to assist with routine tasks and special projects.
- Recorded and tracked operational expenses to identify and eliminate wasteful spending.
- Drafted agendas, recorded minutes and generated documents to facilitate meetings.
- Delivered performance reviews, recommending additional training or advancements.
- Coordinated board and committee meetings, schedules, information preparation and distribution.
- Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets.
- Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.
- Identified communication channels to set roadmap to distribute information.
- Maintained computer and physical filing systems.
- Created, maintained and updated filing systems for paper and electronic documents.
- Updated reports, managed accounts, and generated reports for company database.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Managed office operations while scheduling appointments for department managers.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Coordinated special projects and managed schedules.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Managed compliance to keep organization operating within legal and regulatory guidelines.
- Controlled finances to lower costs and keep business operating within budget.
- Reported to senior management on organizational performance and progress toward goals.
- Evaluated employee records and productivity and submitted evaluation reports.
- Improved safety procedures to promote employee well-being and safety and protect company from potential liability.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Kept high average of performance evaluations.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
Education
Certification Medical Assistant - CCMA
National Healthcare Association
Online06.2016
Associate Of Occupational Studies - Diagnostic Medical Sonography
Sanford Brown Institute of Jacksonville FL
Jacksonville, FL03.2010
Certificate - Medical Assisting
Sanford Brown Institute of Jacksonville FL
Jacksonville, FL05.2008
Certificate - Certified Nursing Assistant
Affordable Training
Jacksonville, FL06.2006
Skills
- Customer Order Management
- Report Generation
- Complaint Resolution
- Account Management
- Customer Relationship Management (CRM)
- Process Optimization
- Customer Service
- Good Communication Skills
- Project Management
- Telephone Etiquette
- Excellent Written and Oral Communication
- Product Knowledge
- Account Updating
- Appointment Scheduling
- Data Collection
- Consultative Sales
- Staff Education and Training
- Strategic Sales Knowledge
- Multi-Line Phone Talent
- Spreadsheets
- Reading Comprehension
- CRM Software
- Shipping Procedures Understanding
- Administrative Support
- Medical Terminology Knowledge
- Prioritization
- Technical Support
- Record Preparation
- Active Listening
- Professional Telephone Demeanor
- Call Center Operations
Timeline
Customer Service Specialist
Sleep Doctor
12.2022 - 10.2023
Veterans Case Manager
Singular Sleep
03.2020 - 12.2022
Certified Medical Assistant
Baker County Medical Services
12.2013 - 10.2019
Medical Assistant
St. Vincent's Primary Care OPIM
06.2010 - 11.2012
Assistant Office Manager
Baptist Health Medical Center
11.2008 - 12.2010
Certification Medical Assistant - CCMA
National Healthcare Association
Associate Of Occupational Studies - Diagnostic Medical Sonography
Sanford Brown Institute of Jacksonville FL
Certificate - Medical Assisting
Sanford Brown Institute of Jacksonville FL
Certificate - Certified Nursing Assistant
Affordable Training
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