Brittany Harrell
Henderson,NC
Summary
Seasoned Leader in customer service with 7+ years of unmatched customer service and successful strategic development. Develop strong working relationships with teams to boost performance and meet objectives. Recognized for exceptional deescalation and team leader skills.
Overview
8
8
years of professional experience
Work History
Blizzard Supervisor
McKesson Specialty Health
Cary, NC
08.2021 - 04.2022
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Developed training, task and process guidelines and communicated clear and concise directions to employees.
- Tracked and prepared quarterly reports to present to leadership.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Supervised 40 insurance agents
Subject Matter Expert
Maximus
Morrisville, NC
04.2020 - 07.2021
- Inputted all gathered information and researched data on applicants into computer system using DES website SCUBI.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Developed extensive fact-checking and research skills as result of continuously reviewing different programs and options.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Cross-trained and provided back up for customer service managers.
- Led team of seventeen members while providing exceptional customer service.
- Initiated timely response to emails, voicemails and written correspondence.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching goals.
- Coordinated weekly meetings for internal and external groups, including teleconferences and videoconferences, interacting with all levels of management.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
Annual Enrollment Sales Rep
Blue Cross and Blue Shield of North Carolina
Durham, NC
08.2019 - 03.2020
- Interview prospective clients to obtain data about their financial resources and needs, the physical condition of the person or property to be insured, and to discuss any existing coverage.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Built strong rapport with clients by understanding needs and clearly explaining products.
- Achieved monthly sales goals by promoting product benefits and enrolling new clients.
- Attended advanced training sessions and conferences to increase product knowledge and productivity.
- Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements.
Customer Service Representative/ Dispatcher
ARS RESCUE ROOTER
Raleigh, NC
08.2017 - 07.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Agent
Sutherland Global Services Inc
Alexandria, LA
06.2013 - 06.2017
- Assisting cable, internet, and phone customers with billing issues and payments.
- Verify accuracy of billing data and revise any errors.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Inspect, operate, or test machinery or equipment to diagnose machine malfunctions.
- Diagnose mechanical problems and determine how to correct them, checking.
- Resolve customer complaints.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Recommended products to customers and suggested other options if preferred product was unavailable.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Education
Associate of Arts -
University of Mount Olive
Mount Olive, NCSkills
- Dispatching
- Time management
- Microsoft Excel
- Microsoft Word
- Microsoft Teams
- Outlook
- Zoom
- Customer service
- Excellent written and oral communication
- Professional telephone demeanor
- Administrative support
- Priority management
- Appointment Scheduling
- Clerical
- Microsoft Office
- Data management
- Conflict Resolution
- Team Leadership
- Troubleshooting Technical Issues
- Employee Coaching
Timeline
Blizzard Supervisor
McKesson Specialty Health
08.2021 - 04.2022
Subject Matter Expert
Maximus
04.2020 - 07.2021
Annual Enrollment Sales Rep
Blue Cross and Blue Shield of North Carolina
08.2019 - 03.2020
Customer Service Representative/ Dispatcher
ARS RESCUE ROOTER
08.2017 - 07.2019
Customer Service Agent
Sutherland Global Services Inc
06.2013 - 06.2017
Associate of Arts -
University of Mount Olive
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