Brittany Bennett

Key Accomplishments:
Awarded "Driving Excellence" for Q1 2025 and Q4 2021 in recognition of outstanding performance and contributions.
Maintained a 99% Quality Assurance (QA) average to date.
Consistently upheld a 96% adherence rate throughout 2025, demonstrating strong time management and reliability.

Core Responsibilities:
Monitor and manage phone queue coverage by coordinating agent availability and adjusting assignments as needed.
Prepare and analyze weekly claim payment reports using Excel; developed Standard Operating Procedures (SOPs) to streamline file processing.
Lead training sessions on the Credit Dashboard for Level One teams, enhancing team proficiency and knowledge.
Create and maintain knowledge documentation for new vendor processes and updates to existing vendor procedures.
Conduct side-by-side coaching sessions with agents requiring additional support to improve performance and confidence.
Investigate claim discrepancies by reviewing detailed reports and identifying root causes.
Oversee phone queue activity during lead meetings to ensure continuous service coverage and operational efficiency.

Key Accomplishments:
Awarded "Driving Excellence" for Q4 2021 in recognition of outstanding performance and contributions.
Maintained a high QA average.

Core Responsibilities:
Responded to inbound customer inquiries related to labor claims, ensuring accurate and timely resolution.
Provided guidance on TechNet-related questions and issues.
Reviewed automotive shop invoices to verify compliance with claim terms and eligibility for payment.
Processed and entered payment transactions for commercial customer accounts.
Collaborated with team members by offering support and resolving internal inquiries to maintain workflow efficiency.