Brittany Lee
Columbia,SC
Summary
Dedicated professional with experience in customer service, and handling calls in the healthcare industry. Ensures effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk-in inquiries. Handles situations which may require adaptation of response or extensive research. Accurately documents inquiries. Helped members and providers in enrolling or upsell the insurance programs efficiently. Handled 80+ calls.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Department Of Veteran Affairs/ Federal
05.2025 - 02.2026
- Assisted Veteran, dependents, and survivors with inquiries related to VA benefits, healthcare enrollment, disability claims, education benefits, and pension programs.
- Provided accurate information in accordance with VA policies, federal regulations, and established procedure.
- Responded to high-volume customer inquiries while maintaining attention to detail and compliance standards.
- Resolved customer issues through effective communication problem-solving, and escalation when appropriate.
- Met or exceeded performance metrics for call quality.
- Contract through The Bowen Group
- Reason for the gap: Looking for employment.
Customer Service Advocate
BCBS
SC
08.2023 - 01.2025
- Provided prompt, accurate, thorough and courteous responses to all customer inquiries. Inquiries may be non-routine and require deviation from standard screens, scripts, and procedures. Performs research as needed to resolve inquiries.
- Ensures effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk-in inquiries. Handles situations which may require adaptation of response or extensive research. Accurately documents inquiries.
- Helped members and providers in enrolling or upsell the insurance programs efficiently.
- Handled 80+ calls.
- Contract through Pyramid Consulting
Customer Service Representative
AT&T
Columbia, SC
07.2022 - 11.2022
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Educated customers on special pricing opportunities and company offerings.
- Made outbound calls to obtain account information.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Set up and activate customer accounts.
- Developed strong customer relationships to encourage repeat business.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Upsold all AT&T products to the customers.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Contract through Teleperformance
Education
High School Diploma -
Northern High School
MI06-2012
Skills
- Microsoft Office Expertise
- Quick learner
- Motivated
- Self sufficient
- Credit Card Payment Processing
- Multitasking and Prioritization
- Calm and Professional Under Pressure
- Creative Problem Solving
- Order and Refund Processing
- Building Customer Trust and Loyalty
- Customer Service
- Inbound and Outbound Calling
- Claims & Benefits Inquiries
Supplier Skills Assessment Grid
- Call Center/Customer Service Experience: 3 Years
- Healthcare Industry Experience: 1.5 Years
- Sales Experience: 1.10 Years
- Number of calls: 80+ Calls
- Typing Speed: 37 WPM
- Shift Availability: Anytime, B/w 8am-8pm CST
- Comfortable to keep camera on during training: Yes
- Internet Type (Cable/Fiber): Spectrum, Fiber, Hard Wired
- Internet Speed
- Interview availability: Anytime, 8am to 5pm CST
- Vacation Plan: None
Timeline
Customer Service Representative
Department Of Veteran Affairs/ Federal
05.2025 - 02.2026
Customer Service Advocate
BCBS
08.2023 - 01.2025
Customer Service Representative
AT&T
07.2022 - 11.2022
High School Diploma -
Northern High School