Brittany Powers
Summary
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 and providing customized solutions to build loyalty. Highly motivated and committed Medical Assistant with proven history of superior performance at individual, team and organizational levels. Multitasks and prioritizes workloads with little or no supervision. Detail-oriented professional looking to bring medical background and team-building skills to deadline-driven environment.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Inbound Call center
Maximus-Aerotech
06.2023 - 04.2024
- Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Maintained high-quality service standards for all inbound calls, ensuring prompt and accurate assistance.
- Responded to customer inquiries via telephone, email and live chat to provide updated information.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Delivered outstanding results under high-pressure situations by maintaining composure during difficult calls or high-volume periods.
Human Resource Specialist
Ascension Health Ministry
08.2021 - 02.2023
- Employee Relations
- Handled Payroll Benefits/issues
- Teaching of Employee Handbooks/benefits
- Administered employee benefits programs and assisted with open enrollment.
- Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
- Assisted employees in resolving conflicts through mediation services, leading to improved working relationships among team members.
- Led open enrollment periods for health insurance coverage options, assisting employees in making informed decisions regarding their benefits selections.
Customer Service Representative
Sitel
06.2020 - 06.2021
- Communicating with Vendors and consumers
- 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.
- 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.
Patient Registration Specialist
Indiana Health University Hospital
04.2018 - 03.2020
- Performed patient pre-admission, admission, transfer and discharge activities
- Contacted patients regarding unpaid and underpaid accounts to resolve any issues
- Opened and properly distributed incoming mail
- Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance
- Managed high-volume patient traffic during peak hours, prioritizing tasks to maintain efficient workflow.
- Reduced registration errors through meticulous data entry and attention to detail.
- Maintained strict compliance with HIPAA regulations while handling sensitive patient information.
- Provided exceptional customer service, addressing patient concerns and answering questions promptly and professionally.
- Strengthened relationships with healthcare providers by coordinating pre-authorization requirements for various procedures.
- Improved patient satisfaction by efficiently registering patients and verifying their insurance information.
Travel Agent
Paycation-Independent Travel
03.2012 - 12.2017
- Small Independent Business Management
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments
- Arranged travel accommodations for groups, couples, executives and special needs clients
- Responded to clients' questions, issues, and complaints in a timely manner and found appropriate solutions when needed
- Supervised payments via credit and debit cards and handled all sensitive information with professionalism and discreteness
- Collaborated with vendors to ensure the delivery of efficient, high-quality service
- Verified that personal and payment information on guest accounts was accurate and complete
- Developed departmental objectives, work schedules, budgets and policies
- Developed a loyal clientele base due to excellent listening and research skills and a keen understanding of travel budgets
Medical Assistant
Active Healthcare
08.2013 - 01.2015
- Maintained a clean, healthy and safe environment
- Scheduled and accompanied clients to medical appointments
- Documents objective data and routine aspects of patient care
- Collects patient specimens and data, including vital signs, input/output and other delegated measurements
- Performed phlebotomy tasks efficiently while ensuring minimal discomfort for patients during blood collection procedures.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
Daycare Assistant Manager
Rise & Shine Daycare
02.2011 - 01.2013
- Responsible in the management of daycare facility Care of small children Customer care
- Encouraged good behaviors using the positive reinforcement method
- Established a safe play environment for the children
- Organized and engaged in recreational activities such as games and puzzles
- Communicated openly with children's parents about daily activities and behaviors
- Meticulously sanitized toys and play equipment
- Addressed behavioral and learning issues with parents and daycare management
- Maintained accurate and detailed records, including staff and child files on enrollments, attendance, health and safety, emergency contact information and incident reports
- Designed monthly activity schedules
- Monitored and enforced adequate supply and material inventory
- Conducted training and mentor staff, consistently improving performance
- Communicated with owners, board members and support team concerning personnel matters
Education
Associates of Applied Science - Applied Science
Brown Mackie College
Skills
- Computer software and skills efficiency
- CPR/First Aid certified
- Insurance billing/verification
- Appointment Scheduling
- Documentation And Reporting
- Customer service
- Payment Collection
- Administrative assistance
- Quality assurance
- Business to Business interactions
- Inbound/outbound call center
- E-commerce operations
- Data Entry
- HIPPA Compliance
- Phlebotomy
Certification
- Associates in Medical Assisting
- Childcare Certifications
- Certified Phlebotomy Technician
- First Aid Certification
- CPR Certification
Timeline
Inbound Call center
Maximus-Aerotech
06.2023 - 04.2024
Human Resource Specialist
Ascension Health Ministry
08.2021 - 02.2023
Customer Service Representative
Sitel
06.2020 - 06.2021
Patient Registration Specialist
Indiana Health University Hospital
04.2018 - 03.2020
Medical Assistant
Active Healthcare
08.2013 - 01.2015
Travel Agent
Paycation-Independent Travel
03.2012 - 12.2017
Daycare Assistant Manager
Rise & Shine Daycare
02.2011 - 01.2013
Associates of Applied Science - Applied Science
Brown Mackie College