Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

BRITNEY GRANDISON

Ocoee,FL

Summary

Personable and dedicated Customer Service Representative with extensive experience. Solid team player with upbeat, positive attitude 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, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

3
3
years of professional experience

Work History

Quality Analyst

Tidal Basin
12.2022 - Current
  • Analyzed quality and performance data to support operational decision-making.
  • Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
  • Participated in departmental meetings to establish short- and long-term strategy.
  • Edited, proofed and critiqued internal documents to improve clarity.
  • Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
  • Developed and maintained quality assurance procedure documentation.
  • Defined and implemented quality initiatives to reduce risk.

Eligibility Analyst

North Highland - Florida HAF
05.2022 - 12.2022
  • Analyzed quality and performance data to support operational decision-making.
  • Resolved discrepancies with client applications to verify eligibility.
  • Assisted clients with accurate eligibility form, application and document completion.
  • Processed and certified documents for accuracy and compliance with government regulations.
  • Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
  • Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
  • Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
  • Recorded findings of inspection process, collaborating with quality team to implement corrective actions.

Quality Analyst

Workforce Group (Horne)
12.2021 - 04.2022
  • Resolved discrepancies with client applications to verify eligibility.
  • Assisted clients with accurate eligibility form, application and document completion.
  • Assisted clients with completion of applications and paperwork.
  • Processed and certified documents for accuracy and compliance with government regulations.
  • Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
  • Analyzed quality and performance data to support operational decision-making.
  • Developed and maintained quality assurance procedure documentation.
  • Participated in departmental meetings to establish short- and long-term strategy.

Eligibility Specialist/QA Analyst

Tetratech
04.2021 - 12.2021
  • Performed careful reviews of applicant data to ascertain compliance with eligibility criteria for economic assistance.
  • Explained eligibility details and affordability options to patients with kindness and respect.
  • Reviewed criteria for different aid programs to determine eligibility for various applicants.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Juggled multiple projects and tasks to ensure high quality and timely delivery.
  • Demonstrated self-reliance by meeting and exceeding workflow needs.
  • Demonstrated leadership by making improvements to work processes and helping to train others.

Education

Associate of Science -

Seminole State College
Sanford, FL
12.2020

Skills

  • Benefits
  • Com
  • Clientele
  • Data Entry
  • Faxing
  • Routing
  • Sales
  • Phone Support
  • Troubleshooting
  • Typing
  • Clerical support
  • Microsoft Office expertise
  • Quality control
  • Call center experience
  • Technologically savvy
  • Problem-solving abilities
  • Conflict mediation
  • Senior leadership support
  • Courteous demeanor
  • Retail sales customer service
  • Customer relations
  • Inbound and outbound calling
  • Data evaluation
  • Document retrieval
  • Recordkeeping and bookkeeping
  • PC proficient
  • Detailed meeting minutes
  • Data entry documentation
  • Employee training and development
  • Resourceful
  • Proofreading
  • Recordkeeping and data input
  • Advocacy and Counseling
  • Application assessment
  • Telephone etiquette
  • Leadership
  • Data Management
  • Training & Development
  • Advocacy and Counseling
  • Applicant support and service
  • Program understanding and advisement
  • Decision-making
  • Problem resolution
  • Clerical
  • Analytical
  • Organizational skills

Additional Information

  • DOT Drug & Alcohol Screening Certification


Timeline

Quality Analyst

Tidal Basin
12.2022 - Current

Eligibility Analyst

North Highland - Florida HAF
05.2022 - 12.2022

Quality Analyst

Workforce Group (Horne)
12.2021 - 04.2022

Eligibility Specialist/QA Analyst

Tetratech
04.2021 - 12.2021

Associate of Science -

Seminole State College

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BRITNEY GRANDISON