Summary
Work History
Education
Skills
Timeline
Generic

Brittany Guillaume

Avon Park,FL

Summary

A motivated and dedicated Customer Service Specialist with 14 years of active experience with the development and enforcement of policies and procedures in a company. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Proficient in a range of computer applications. Well-developed communication and customer service skills. Proven ability to efficiently plan and manage multiple assignments to meet tight deadlines. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Work History

Customer Service Representative

Results CX (REMOTE)
2023 - 2024
  • Test and evaluate customer network systems
  • Performed regular maintenance to ensure that networks operated correctly
  • Respond to and resolve, on the first call, customer service inquiries and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, and correspondence
  • Walked customers through recommended problem-solving steps with issues related to the bcbsm.com member portal
  • Contact doctor's offices, pharmacies, and medical groups on behalf of the customer to assist with questions, schedule appointments, and close gaps in care
  • Make outreaches where necessary with internal specialists for assistance
  • Take customer calls and provide accurate, satisfactory answers to their queries and concerns
  • Answered constant flow of customer calls
  • De-escalate situations involving dissatisfied customers, offering patient assistance and support.

Office Manager

B.E. and Son's Concrete Pumping, INC. (REMOTE)
2020 - 2023
  • Maintained office services by organizing office operations and procedures
  • Offered advice and assistance to customers, paying attention to special needs or wants
  • Reviewing and approving invoices of new and existing customers
  • Provide administrative support to upper management and support staff
  • Provided quality customer service at each guest interaction
  • Maintained office supplies and equipment
  • Provide a single point of contact for the member for highly designated or dedicated customers, while providing excellent service
  • Educated customers about billing, payment processing and support policies and procedures
  • Resolved billing and claims issues over phone with customers daily
  • Keep records of quality reports, statistical reviews, and relevant documentation
  • Facilitate proactive solutions by collecting and analyzing quality data
  • Responsible for company bookkeeping including payroll, bank deposits, and all other company related banking
  • Maintains staff by recruiting, selecting, orienting, and training employees
  • Follow-up on caller inquiries that were not immediately resolved
  • Accurately record information in the operating system to reflect all activity/interaction with member accounts and follow up.

Secretary

Stan's Pro Se and Tax Service (HYBRID)
2012 - 2020
  • Respond to and resolve, on the first call, customer service inquiries and issues by identifying the topic and type of assistance the caller needs
  • Maintained office services by organizing office operations and procedures
  • Provided quality customer service at each guest interaction
  • Maintained office supplies and equipment
  • Provide a single point of contact for the customers while providing excellent service
  • Educated customers about billing, payment processing, and support policies and procedures
  • Resolved billing and claims issues over phone
  • Filing customer's records
  • Filing legal documents with the local court house.

Customer Service Representative

Agero
2010 - 20
  • Respond to and resolve, on the first call, customer service inquiries and issues by identifying the topic and type of assistance the caller needs
  • Take payment for any services rendered
  • Schedule appointments with new and existing customers
  • Assists in maintaining a clean, organized, and efficient work area including maintaining supplies necessary to perform job duties
  • Enter data into databases accurately and efficiently
  • Create correspondence and self-addressed envelopes as needed
  • De-escalate situations involving dissatisfied customers, offering patient assistance and support
  • Keep records of quality reports, statistical reviews, and relevant documentation.

Education

High School Diploma -

South Florida State College
Avon Park, FL
12.2009

Skills

  • Transaction Processing
  • Microsoft Office
  • Account Management
  • Inbound Call Management
  • Problem Resolution
  • Administrative Support
  • Live chat support
  • Staff Training
  • Customer Service
  • Data Entry

Timeline

Customer Service Representative

Results CX (REMOTE)
2023 - 2024

Office Manager

B.E. and Son's Concrete Pumping, INC. (REMOTE)
2020 - 2023

Secretary

Stan's Pro Se and Tax Service (HYBRID)
2012 - 2020

Customer Service Representative

Agero
2010 - 20

High School Diploma -

South Florida State College

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Brittany Guillaume