Brittany Melvin
Norfolk,VA
Summary
Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
8
8
years of professional experience
Work History
Benefits Program Specialist II
City of Norfolk
Norfolk, VA
03.2019 - Current
- Skilled at working independently and collaboratively in a team environment.
- Managed caseload efficiently in order to maintain timeliness of benefit delivery and to remain in compliance with state policies and procedures.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Assisted in development and implementation of quality assurance initiatives.
- Communicated effectively via email, phone and face-to-face with plan participants to resolve issues pertaining to benefits.
- Worked as a liaison between the city and hospital by working with hospital staff to identify those customers in need of assistance with Medicaid.
- Produced detailed documentation to keep record of the actions taken on the case for quality control to have a clear review of the case.
- Performed data matching services, matching recipients of benefit programs to check if they receive duplicate benefits in two or more states to minimize fraud.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Updated customer cases, addresses and contact information within Virginia Medicaid system. MMIS
Licensed Insurance Agent
GECIO
Virginia Beach, VA
02.2016 - 02.2019
- Provided leadership and training for new agents regarding industry best practices and company policies.
- Engaged customers and provided high level of service by carefully explaining details about documents.
- Increased client retention by increasing savings opportunities and identifying premium discounts.
- Offered policy guidance and management to promote asset protection.
- Consistently met call center performance standards.
- Monitored call center queues for quality assurance purposes.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
Education
Mass Communications
Norfolk State University
Norfolk, VA05.2015
Skills
- Documentation and statistical analysis
- Communication
- Multitasking
- Critical thinking
- Active listening
- Problem resolution
- Interpersonal Skills
- Data Management
- Strong problem-solving skills
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)
Timeline
Benefits Program Specialist II
City of Norfolk
03.2019 - Current
Licensed Insurance Agent
GECIO
02.2016 - 02.2019
Mass Communications
Norfolk State University
Similar Profiles
Courtney MooreCourtney Moore
Permit Technician at City of NorfolkPermit Technician at City of Norfolk
Sylvia MartinSylvia Martin
ASSISTANT CITY AUDITOR II at CITY OF NORFOLKASSISTANT CITY AUDITOR II at CITY OF NORFOLK
BRADFORD W. SMITHBRADFORD W. SMITH
Chief Deputy City Auditor at City of NorfolkChief Deputy City Auditor at City of Norfolk