Brittani Boyd
Atlanta,GA
Summary
15 Years of customer service experience in industries including Telecommunications, Auto, and Health Insurance. Skills and experiences include Database Management, Team Collaboration, Quality Management, and Technical Support. A detail-oriented team player with strong organizational skills who has consistently demonstrated an ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable and shows a willingness to take on added responsibilities to meet team goals with a positive attitude.
Overview
12
12
years of professional experience
Work History
Claims Associate-Express
State Farm
10.2022 - Current
- Designated as Quality SPOC for team responsible for assisting peers with navigating SCPs to ensure correct processes and procedures are followed
- Collaborates with internal departments and external vendors to achieve fast resolution of claims.
- Lead team meetings and increased peer engagement by creating exercises to increase knowledge and proficiencies with claims handling, which helped to increase productivity rates for team
- Works productively in fast-moving work environment to process large volumes of claims.
Customer Retention Specialist
AT&T
03.2022 - 08.2022
- Effectively utilized multiple systems to identify and communicate products and services that meet customers long term needs
- Possessed courtesy, professionalism, and product knowledge to help build and retain customer relationships
- Maintained flexibility with scheduling in order to service needs of the customer.
Service Desk Contractor
Insight Global
06.2021 - 02.2022
- Created Quality Management system to review team and individual metrics in order to provide feedback and coaching
- Reviewed and analyzed data in order to create customized coaching programs after identifying trends
- Operated as escalation point for IT issues and used Salesforce to manage and process actions taken.
Technical Support Supervisor
Verizon
09.2016 - 09.2020
- Managed team of 15 technical support representatives and ensured that team met department performance standards
- Initiated actions to ensure optimal response times and service levels; handled escalated matters, and approved credits
- Analyzed team and individual metrics in order to prepare reports and implement incentive programs to improve stats while maintaining quality assurance
- Provided performance coaching and implemented strategies for career development
- Maintained flexibility in order to support various organizations while driving center initiatives.
Customer Care Specialist
Verizon
07.2014 - 09.2016
- Utilized troubleshooting guides and Tier 1 troubleshooting on all calls that required device assistance
- Reviewed all customer account information in order to identify and match customer's needs with the appropriate products and services
- Offered and educated on the benefits of products and services and explained how the recommendations would add value to the customer's wireless experience.
Customer Service Associate
Allstate
08.2013 - 07.2014
- Processed changes to customer policies based on the information provided and identified opportunities requiring a transfer to a licensed representative
- Actively listened to customer issues or questions showing interest, compassion and displayed empathy for the caller's situation
- Verified coverage for customers and that policy changes were made and also provided proof of insurance documents to customers, ensuring customer satisfaction and first call resolution.
Customer Service Associate
Aon Hewitt
08.2011 - 08.2013
- Knowledgeable on different medical plan structures available to employees and provided accurate and complete plan information
- Trained as a specialist for the retirement, billing, leave of absence, and COBRA departments for benefits administration
- Additional responsibilities included monitoring workflows and distributing documents to accounts.
Education
B.S in Business Administration -
Strayer University-Georgia
Alpharetta, GAAAS in Computer Network Systems -
ITT Technical Institute
Charlotte, NC03.2011
AAS in Communications Technology -
Community College of The Air Force
Maxwell AFB, AL12.2007
Skills
- Claims
- Database Management
- Team Collaboration
- Decision-Making
- Claims Investigation
- File Management
- Documentation Review
Timeline
Claims Associate-Express
State Farm
10.2022 - Current
Customer Retention Specialist
AT&T
03.2022 - 08.2022
Service Desk Contractor
Insight Global
06.2021 - 02.2022
Technical Support Supervisor
Verizon
09.2016 - 09.2020
Customer Care Specialist
Verizon
07.2014 - 09.2016
Customer Service Associate
Allstate
08.2013 - 07.2014
Customer Service Associate
Aon Hewitt
08.2011 - 08.2013
B.S in Business Administration -
Strayer University-Georgia
AAS in Computer Network Systems -
ITT Technical Institute
AAS in Communications Technology -
Community College of The Air Force
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