Brittany McCord
Jackson,TN
Summary
Collaborative team player with exceptional attention to detail and strong communication, time management and organizational abilities. Driven to provide first-rate administrative support for fast-paced operations. Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette. Friendly Sales Associate adept at working in diverse retail and customer service environments. Excellent communicator with 2 1/2 years in a demanding call center environment as a Customer Service Representative.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
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.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
CVS Caremark
10.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Improved patient outcomes by efficiently managing pharmacy benefit programs and optimizing medication therapy.
- Ensured compliance with regulatory requirements, maintaining accurate records and documentation of pharmacy benefit management activities.
- Streamlined workflows within the organization by implementing advanced technology solutions and process improvements.
- Supported organizational growth by identifying new business opportunities in the pharmacy benefits market sector.
- Ensured seamless transitions during client onboarding processes by effectively communicating expectations and managing timelines for deliverables.
- Developed and maintained a comprehensive understanding of evolving industry regulations, guidelines, and best practices in pharmacy benefits management.
- Educated members about their prescription drug coverage options, empowering them to make informed decisions about their healthcare needs.
- Achieved cost savings for clients through the effective negotiation of contracts with pharmaceutical manufacturers and wholesalers.
- Oversaw open enrollment processes during Number quarter.
- Implemented quality control measures that ensured accuracy in case documentation and reduced instances of rework or errors in processing claims.
- Resolved escalated cases promptly and effectively, demonstrating strong negotiation skills when liaising with stakeholders.
- Promoted a culture of continuous learning and development within the Grievance Appeals team, encouraging skill growth and knowledge sharing.
- Conducted thorough investigations for complex cases, ensuring fair and accurate outcomes.
- Maintained compliance with regulatory requirements by staying current on industry standards and guidelines.
- Developed comprehensive reports analyzing trends in grievance appeals, resulting in targeted improvements to policies and procedures.
- Demonstrated exceptional problem-solving skills when faced with unique or challenging cases, resulting in successful resolutions that satisfied all parties involved.
- Displayed excellent time management skills while managing multiple high-priority cases concurrently without compromising quality or attention to detail.
Teaching Partner
Capitol City
Jackson, TN
05.2017 - Current
- Work collaboratively with Social workers and other staff to support clients.
- Provide care for clients- feeding/cooking, Helping clients bathe, Taking clients to doctor appointments and/or out into the community.
- Provides direct supervision, guidance and support
Customer Service Representative
Alorica
08.2020 - 10.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Office Manager
IFinance, LLC
Jackson, TN
12.2016 - 04.2017
- Answered all calls via landline & line on the computer for collection calls. Bank deposit. Got title work together for the courthouse and also dropping packages off at FedEx for the company. Collection calls made twice a day.
Office Assistant/Salesperson
Drive Easy, LLC
Jackson, TN
05.2016 - 12.2016
- Answered an average of [number] calls per day by addressing customer inquiries, solving problems and providing new product information. Greeted customers entering the store to ascertain what each customer wanted or needed. Earned management trust by serving as key holder, responsibly opening and closing store. Politely assisted customers in person and via telephone. Provided an elevated customer experience to generate a loyal clientèle.
Customer Service Rep
Title Max
Jackson, TN
11.2015 - 05.2016
- Contacted customer to follow up on purchases, suggest new merchandise and inform them about promotions and upcoming events. Asked open-ended questions to assess customer needs. Politely assisted customers in person and via telephone. Data Entry Maintained cleanliness and presentation of stock room and production floor. Monitored cash drawers in multiple checkout stations to ensure adequate cash supply. Communicated all store initiatives and promotions to customers to generate return business.
Customer Service Rep
Portfolio Recovery Associates
Jackson, TN
03.2013 - 11.2015
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment. Accurately documented, researched and resolved customer service issues. Mastery of customer service management systems and databases. Defused volatile customer situations calmly and courteously. Met or exceeded service and quality standards every review period.
- Referred unresolved customer grievances to designated departments for further investigation. Effectively managed a high-volume of inbound and outbound customer calls.
Cashier
Walmart
Jackson, TN
10.2010 - 01.2013
- Completed all cleaning, stocking and organizing tasks in assigned sales area. Trained new cashiers on procedures, customer service and sales techniques. Bagged, boxed or gift-wrapped sold merchandise per customer's request. Recommended, selected and helped locate and obtain out-of-stock product based on customer requests. Asked open-ended questions to assess customer needs. Routinely answered customer questions regarding merchandise and pricing. Developed reputation as an efficient service provider with high levels of accuracy.
Education
High School Equivalency/G.E.D -
Southside High School
Jackson, TN05.2009
Skills
- Skills Trusted key holder Skilled in call center operations Exceptional communication skills Customer-oriented MS Windows proficient Customer-focused Quick learner Data entry Creative problem solver Document scanning Proficient in cash management Microsoft Excel expertise Credit card processing Critical thinking Time management Organizational skills Professional demeanor Meticulous attention to detail
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Client relations
- Customer satisfaction measurement
- Microsoft outlook
- Call center operations
- Follow-up skills
- Call management
- Product knowledge
- Data collection
- Building rapport
- Dispute resolution
- Multi-line phone talent
- Pharmacy Benefit Manager
- Grievance Appeals Specialist
Timeline
Customer Service Representative
CVS Caremark
10.2023 - Current
Customer Service Representative
Alorica
08.2020 - 10.2023
Teaching Partner
Capitol City
05.2017 - Current
Office Manager
IFinance, LLC
12.2016 - 04.2017
Office Assistant/Salesperson
Drive Easy, LLC
05.2016 - 12.2016
Customer Service Rep
Title Max
11.2015 - 05.2016
Customer Service Rep
Portfolio Recovery Associates
03.2013 - 11.2015
Cashier
Walmart
10.2010 - 01.2013
High School Equivalency/G.E.D -
Southside High School