Brittany Morrison
Quincy,MA
Summary
I have strong work ethics and excellent communication, written, verbal, interpersonal and organizational skills. I am personable, detail oriented and dependable with excellent customer service and administrative skills. I am an experienced customer service representative who believes in professionalism and good work relationships, providing an exceptional experience with the understanding of customers needs and concerns with the ability to resolve difficult situations in a courteous and professional manner. Talented Customer Support Manager with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative
GENWORTH FINANCIAL / AURORA FINANCIAL LLC
04.2022 - Current
- To ensure excellence in our relationship with our customer, you will be responsible for incoming and outgoing calls to claimants, caregivers, facilities and other persons or entities involved in the claim to enhance the customer experience
- In support of our focus on 'team' vs 'individual', you will effectively manage and prioritize a work queue and multiple job responsibilities in a fast-paced environment, frequently with aggressive deadlines
- You will be accountable for recognizing and working within a structured environment with clearly defined Standard Operating Procedures, to ensure consistency of claims practices and resolution
- You will also be responsible for making complex decisions based on experience and sound judgment for situations not specifically defined in those procedures
- Collaboration and effective communication are important; you will seek solutions rather than just identify problems and will partner with teams across sites to achieve common goals
- You may occasionally be asked to help deepen others' understanding of our processes and provide support as they grow in their role
- This includes, but is not limited to, training/creating training material, side-by-side, group adjudication support, mentoring, and participating in buddy programs.As part of our collaborative organization, you will provide insights, best practices, and share knowledge within Payment Servicing and to departments that support our teams such as QA, IT, Compliance, Eligibility and Contact Center
- Ability to handle inbound and outbound calls as needed
- To support our customers and our business needs, you may be asked to do work outside of this role for periods of time; training and/or guidance will be provided if so
- Through the use of critical thinking and problem solving, you will make claim decisions and process transactions based on the claimant's policy and other information provided
- You will be expected to have consistent, reliable and predictable attendance to support the needs of the business.
Member Service Representative
Matrix Medical Network
08.2021 - 01.2023
- Makes outbound calls to health plan members or receives incoming calls from health plan members to coordinate and schedule in-home visits with nurse practitioners, answer questions, provide resolution to participant and/or provider issues
- Explains the benefits of health risk assessments and overcomes objections
- 90% of time will be making outbound appointment setting calls and follow-up calls
- Accurately and concisely documents customer feedback and special needs indicated during each call in computer based system
- Identifies and addresses the patients' issues and anticipates future needs by providing additional information, as needed
- Navigates in a Windows-based system to access the appropriate information to service the customer
- Operates various office equipment; including telephone, and computer
- Other duties may be assigned, based on company's needs.
Customer Service Representative
Johnson & Johnson - Raynham, MA
10.2020 - 09.2021
- Enter and manage customer orders (via fax, email, or phone)
- Salesforce
- Responsible for the front line inquiry/service complaint management
- Respond to all queries (e.g
- Order status, product information, stock availability, company policies, price quotes, claims, RGA's, etc.)
- All work done in compliance to department SOPs and SOX
- Open an interaction record for new new or existing claims
- Follow up on any and all unresolved or closed interactions
- Update customer information
- Adhere to quality control.
Patient Service Representative
Affordable Dentures & Implants - Durham, NC
10.2019 - 09.2020
- Answer inbound calls from customers and provide accurate information in a professional manner
- Salesforce
- Respond to customer inquiries via email
- Set appointments for patients with a high level of accuracy
- Assist support staff as needed to resolve customer issues and perform database maintenance
- Be receptive to feedback/coaching, meet/exceed performance goals, display reliability, and embrace change.
Customer Service Manager (CSM)
TCC Networks - Bridgewater, MA
08.2018 - 09.2019
- Billing Manager: Be part of the responsibility chain for the accurate and timely billing of all of our customers on a monthly regular basis
- Will include you learning about QuickBooks online entries
- The daily entries must be made to keep real time books
- Must deposit all checks daily through our Citizens Bank online account
- This will mean you may have access to information that must be confidential
- As part of this agreement we will need to sign a non-disclosure agreement with you that anything that you see and read is kept in upmost confidence
- Customer Service Manager: Interact with any and all customers and prospects on a regular basis
- Clear all leads daily, onboard as many possible new customers as possible by aggressive follow up to hard to reach prospects
- Customer Success Manager: Provide continuous account and customer care to assure us of having happy customers everywhere possible
- Manage all clients daily coming in, update billing and invoices, process refunds, process credits
- Give technical support as needed
- Walk through troubleshooting steps for computer and routers, walk through set up
- I'm sure there's other items as this is a multitasker job.
CUSTOMER SERVICE REP II
ALPHABRODER
02.2015 - 04.2018
- Inbound and Outbound calls, sales
- Data Entry
- Advised availability and inventory status
- Applied credits to credit cards
- Processed customers' orders
- Researched and answered questions for customers
- Responded to customers inquiries by: letter, email or phone
- Upsells
- Was a contributing team member, helped to meet or exceed quality service
- Responded to incoming calls from existing and potential customers, provided an exceptional customer experience
- Understood customer needs and concerns
- Resolved difficult customer situations in a courteous and professional manner
- Maintained a positive and professional connection with the caller at all times.
CUSTOMER SERVICE REP II
MEDTRONIC
- Respond accurately, promptly, and effectively with daily call for our inbound call volume
- Place standard and expedited orders in our JD Edwards (JDE) systems
- Effectively process approved customer returns and credits
- Develop a comprehensive knowledge of Medtronic's products and services
- Utilize company policies and procedures while providing customer service excellence
- Act as point of contact for information and return coordination in recall situations, offering product alternatives, when appropriate
- Process paperwork to request MSDS, certificate of compliance, sterility, conformance, and origin, proof of delivery information, and NAFTA information
- Respond to customers through the Customer Support Mailbox using AAAD
- Problem Solve, Analyze, and Report
- Research, track, and provide problem resolution relating to freight issues and communicate to the appropriate internal or external customer
- Research product availability and release dates on back ordered product and communicate accurate information to our customers
- Work with our distribution centers and carriers to meet schedule delivery requirements
- Determine corrective course of action in problem situations, balancing customer satisfactions and financial costs
- Provide customized reports for our internal and external customer
- Provide feedback on process improvement opportunities and provide potential solutions
- Provide best practice examples (technical and KPI) for CSR I and CSR II through role modelling
- Completes projects as assigned in a timely manner & Identify learning opportunity and share with peers and management team.
Customer Service Representative
Displays2go - Fall River, MA
- Drive customer retention by delivering superior customer service via phone, online chat, and email
- Answer inquiries by identifying and assessing customer's needs; researching, locating, and providing information
- Resolve product or service issues by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; processing correction or adjustment; following up to ensure resolution and escalating when deemed necessary
- Fulfill order requests by completing transactions in a timely manner while following all guidelines and policies
- Sell additional services by recognizing opportunities to up-sell; explaining new features or products
- Maintain customer records by entering and updating account information
- Meet or exceed quality key performance indicators, including call scorecard requirements
- Update job knowledge by participating in educational opportunities, including classroom and hands on training
- Enhance organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
- Other duties as assigned.
Education
Bridgewater State University
Bridgewater, MASkills
- CUSTOMER SERVICE
- RECEPTIONIST
- RETAIL SALES
- DATA ENTRY
- ACCESS
- Call Center
- CSR
- Customer Care
- Upselling
- Outbound Sales
- Microsoft Access
- QuickBooks
- VoIP
- Live Chat
- Cold Calling
- 10 Key Data Entry
- Microsoft Windows
- Help Desk
- Dentrix
- Dental office experience
- JD Edwards
- VPN
- WAN
- Network Support
- Salesforce
- Claims
- Paperwork Processing
- Complaint Resolution
- Appointment Scheduling
- Account Updating
- Consultative Sales
- Call Management
- Information Security
- Data Entry
- Product Knowledge
- Inbound and Outbound Calling
- Positive and Professional
- Receiving Support
- Account Management
- Credit Card Payment Processing
- Customer Service
- Team Development
- Computer Proficiency
- Active Listening
- Order Fulfillment
- Project Management Abilities
- Conflict Resolution
- CRM Software
- Microsoft Office Suite
- Strategic Planning
- Customer Account Management
- Client Relations
- Sales Proficiency
- Training Programs
- Customer Needs Assessment
- Strategic Communications
- Customer Retention
- Report Analysis
- Schedule Management
- Research and Due Diligence
- Customer Relations
- Training and Mentoring
- Records Management
Personal Information
Title: Customer Support Manager
Certification
- Leadership Foundations: Leadership Styles and Models
- Planning your Career and you Life
- How Organizations End Imposter Syndrome
Affiliations
Gardening
Sewing
Homemaking
Timeline
Customer Service Representative
GENWORTH FINANCIAL / AURORA FINANCIAL LLC
04.2022 - Current
Member Service Representative
Matrix Medical Network
08.2021 - 01.2023
Customer Service Representative
Johnson & Johnson - Raynham, MA
10.2020 - 09.2021
Patient Service Representative
Affordable Dentures & Implants - Durham, NC
10.2019 - 09.2020
Customer Service Manager (CSM)
TCC Networks - Bridgewater, MA
08.2018 - 09.2019
CUSTOMER SERVICE REP II
ALPHABRODER
02.2015 - 04.2018
CUSTOMER SERVICE REP II
MEDTRONIC
Customer Service Representative
Displays2go - Fall River, MA
Bridgewater State University
- Leadership Foundations: Leadership Styles and Models
- Planning your Career and you Life
- How Organizations End Imposter Syndrome
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