Brittany Herman
Summary
Dedicated to offering exceptional assistance to team members and clients. Skilled at coordinating appointments, organizing mail and collecting messages to facilitate office communication. Positive and upbeat with strong relationship-building abilities.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Galen Medical
01.2019 - 02.2024
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded proactively and positively to rapid change.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Trained staff on operating procedures and company services.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Sought ways to improve processes and services provided.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Managed patient registration process, confirming data accuracy and completeness.
- Assisted in training new hires, sharing best practices in customer service protocols specific to the healthcare industry.
- Verified insurance eligibility and coverage for patients.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
Customer Service Representative
Convergys
03.2013 - 02.2019
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded proactively and positively to rapid change.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Education
Associate of Science - Psychology
Chattanooga State Community College
Chattanooga, TN08.2024
Skills
- Complaint Investigation
- Product Education
- Dispute Resolution
- Quality Assurance Controls
- MS Office
- Follow-up skills
- Direct Sales
- Escalation management
- 50 wpm Typing Speed
- Customer Service
- Scheduling
- Issue and Complaint Resolution
- Reading Comprehension
- Technical Support
- Conflict Resolution
Timeline
Customer Service Representative
Galen Medical
01.2019 - 02.2024
Customer Service Representative
Convergys
03.2013 - 02.2019
Associate of Science - Psychology
Chattanooga State Community College
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