Brittany Morrison
North Las Vegas,NV
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
CVS HEALTH CORPORATION
Las Vegas, Nevada
10.2023 - Current
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Provided accurate information about products and services to customers.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Assisted with customer requests and answered questions to improve satisfaction.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Evaluated customer needs and proposed specific benefits options.
- Managed the coordination of prescription drug services between healthcare providers, pharmacies, and insurance companies.
Customer Service Representative II & Chat Specialist
OptumRx Inc.
Costa Mesa, Remote
05.2021 - 10.2023
- Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers
- Handle escalated calls, resolving more complex customer issues in a one and done manner
- Answer incoming phone calls from customers and identify the type of assistance the customer needs (i.e., benefit and eligibility, billing and payments, authorizations for treatment and explanation of benefits (EOBs)
- Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
- Intervene with care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed
- Assist customers in navigating UnitedHealth Group websites and encourage and reassure them to become self-sufficient
- Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member
- Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
- Provide education and status on previously submitted pre-authorizations or pre-determination requests
- Meet the performance goals established for the position in the areas of: efficiency, call quality, provider satisfaction, first call resolution and attendance
- Provided accurate and appropriate information in response to customer inquiries
- Demonstrated mastery of customer service call script within specified time frames
- Addressed customer service inquiries in a timely and accurate fashion
- Maintained up-to-date records at all times
- Evaluated customer needs and proposed specific benefits options.
- Completed day-to-day duties accurately and efficiently.
- Exceeded customer satisfaction by finding creative solutions to problems.
Customer Service Representative
Speedway LLC
Fontana, CA
03.2021 - 04.2021
- Processed cash and credit transactions on a POS system
- Verified identity when needed on a credit transaction
- Verified age by reviewing government issued identification for purchase that require a certain age
- Counting drawer, tobacco products, and lottery tickets before and after every shift
- Logged the counts on an Excel sheet provided by management
- Walked floor on a regular basis to ensure product was stocked and in correct placement
- Restocked items when needed by pulling from backroom stock
- Identified items needed for re-order on inventory sheet
- Answered phone calls from customers inquiring about product or store information
Security Officer
Nationwide Security Services, LLC
Rancho Cucamonga, CA
11.2020 - 04.2021
- Secured premise and personnel by patrolling property and staying vigilant to anything out of the ordinary
- Monitored surveillance equipment
- Inspected buildings, equipment, and any access points
- Documented any incidents in daily log
- Completed incident reports when necessary and emailed to management and property owner
- Assigned coworkers to a work area and provided proper training of filing or submitting daily watch logs
- Informing any violators of policy and procedure of property
Customer Service Representative
Omni Interactions, Inc.
Lancaster, CA
01.2019 - 11.2020
- Communicated with customers about billing procedures over the phone, using a chat system, and via email using Microsoft Outlook
- Provided information to set up payment plans
- Processed payments and provided payment options to setup ongoing payments
- Answered inbound financial services calls helping customers ensure their plan is set to their best possible options
- Document details of calls and customer interactions in company site and customer profile
- Navigated between multiple computer programs to provide complete and accurate information to a customer
FedEx Package Handler
FedEx Ground
Palmdale, CA
02.2016 - 01.2019
- Scanning each package to an outgoing truck
- Re-boxing or taping any damage boxes loading and unloading trucks or trailers assisting any QA problem
Education
High school diploma -
Desert Winds High School
Lancaster, CA06.2014
Skills
- Account updating
- Customer consulting
- Member account management
- Healthcare analytics
- Claims processing
- Formulary management
- Pricing strategy
- Cost containment strategies
- Account analysis
- De-escalation techniques
- Time management
- Call center procedures
- Computer proficiency
- Call management
- Negotiation strategies
- Coordination
- Order fulfillment
- Customer service
- Inbound and outbound calling
- Information security
- Account management
- Documentation
- Call escalation
- Positive and professional
- Order processing
- Active listening
- Dispute resolution
- Critical thinking
Timeline
Customer Service Representative
CVS HEALTH CORPORATION
10.2023 - Current
Customer Service Representative II & Chat Specialist
OptumRx Inc.
05.2021 - 10.2023
Customer Service Representative
Speedway LLC
03.2021 - 04.2021
Security Officer
Nationwide Security Services, LLC
11.2020 - 04.2021
Customer Service Representative
Omni Interactions, Inc.
01.2019 - 11.2020
FedEx Package Handler
FedEx Ground
02.2016 - 01.2019
High school diploma -
Desert Winds High School