Summary
Overview
Work History
Education
Skills
Timeline
Generic

Brittany Owens

Camby,IN

Summary

Dynamic customer service professional with extensive experience at Elevance Health, adept at resolving conflicts and enhancing customer loyalty through empathy and active listening. Proven ability to manage high-stress situations while maintaining professionalism. Skilled in call management and team development, fostering a positive work environment and driving operational efficiency.

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.

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.

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.

Overview

13
13
years of professional experience

Work History

Customer Service Representative

Elevance Health
11.2022 - 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.

Scheduling Agent

ATC HealthCare
08.2020 - 11.2022
  • Provided excellent customer service, addressing questions or concerns regarding scheduling promptly and professionally.
  • Prioritized urgent requests, ensuring prompt attention to critical matters and better resource allocation.
  • Maintained comprehensive records of schedules, providing an easily accessible reference point for management review or future planning purposes.
  • Assisted clients in finding staff to fit their needs and preferences with available resources to achieve mutual satisfaction.
  • Answered phones, emails, handled pay roll questions, helped employees with their schedules, & handled any type of complaints or issues at the nursing facilities.

Scheduling Agent

Help at Home
03.2018 - 08.2020
  • Managed last-minute changes effectively, minimizing disruptions to daily operations while accommodating client needs.
  • Developed training materials for new hires on the scheduling process, promoting efficiency and consistency across the department.
  • Reduced scheduling conflicts by maintaining accurate and up-to-date calendars for multiple team members.
  • Answer phones, emails, and be on call 24/7
  • Work open shifts that werent able to be filled
  • Check payroll and make sure it was submitted

Team Lead

Aarmark
10.2016 - 03.2018
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Coached team members in techniques necessary to complete job tasks.
  • Managed kitchen staff
  • Placed truck orders
  • Put the truck orders away
  • Worked stations when short staffed

Home Health Aide

Help At Home
12.2012 - 08.2016
  • Helped patients maintain personal hygiene through bathing, grooming, and toileting assistance when necessary for dignity preservation.
  • Maintained a clean and safe home environment for patients, reducing falls and accidents.
  • Assisted clients with daily living activities, enhancing their independence and quality of life.
  • Performed light housekeeping duties including laundry linen changes sweeping vacuuming and mopping ensuring a clean and organized living space for patients.
  • Took patients to appointments
  • Grocery shopping

Education

High School Diploma -

Liberty Christian Academy
Seymour, IN
05.2020

Skills

  • Active listening
  • Relationship building
  • Call center experience
  • Follow-up skills
  • Documentation
  • Adaptability
  • Coaching
  • Communication
  • Creativity
  • Empathy
  • Flexibility
  • Leadership
  • Learning Quickly
  • Positive Behavior Management
  • Positive thinking
  • Teamwork

Timeline

Customer Service Representative

Elevance Health
11.2022 - Current

Scheduling Agent

ATC HealthCare
08.2020 - 11.2022

Scheduling Agent

Help at Home
03.2018 - 08.2020

Team Lead

Aarmark
10.2016 - 03.2018

Home Health Aide

Help At Home
12.2012 - 08.2016

High School Diploma -

Liberty Christian Academy

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