Brittany Segan
Queen Creek,AZ
Summary
Brings proven track record of success in determining eligibility and resolving complex cases. Works professionally with clients to develop and implement successful strategies for maximizing services and benefits. Skilled in problem-solving and identifying solutions meeting clients' needs. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
Work History
ELIGIBILITY INTERVIEWER
Department Of Economic Security
02.2024 - Current
- Reduced errors in application processing through diligent review of documentation and attention to detail.
- Improved application processing efficiency by streamlining the eligibility interview process and utilizing effective time management techniques.
- Promoted an inclusive environment by treating all clients with respect and dignity, regardless of their background or circumstances.
- Increased client trust by maintaining strict confidentiality with sensitive personal information during interviews and throughout the application process.
- Maintained professional development through regular participation in trainings and workshops on relevant topics related to eligibility determination.
- Established positive relationships with community partners that facilitated increased support and resources for clients in need.
- Addressed client concerns in a timely manner, ensuring that any necessary follow-up was completed to maintain high levels of satisfaction.
- Enhanced client satisfaction by delivering accurate and timely information during eligibility interviews.
- Expedited the resolution of applicant issues by effectively communicating with both applicants and relevant agencies.
- Demonstrated empathy towards clients facing challenging situations while maintaining professionalism during all interactions.
- Resolved discrepancies with client applications to verify eligibility.
- Scheduled appointments with applicants to gather information and explain benefits processes.
Guest Services Director
AZ Ice Gilbert
05.2022 - 08.2023
- Successfully managed a team of 33 employees at AZ Ice Gilbert ice rink.
- Excelled in resolving customer escalations, ensuring high levels of customer satisfaction
- Handled the coordination of private ice rentals and birthday party bookings, demonstrating exceptional organizational skills
- Played a crucial role in daily scheduling to optimize staff and resource utilization, contributing to the overall success of the facility.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Established departmental performance goals and provided feedback for underperforming areas.
- Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
- Optimized staff performance by designing comprehensive training programs tailored to individual needs.
- Increased company revenue by streamlining processes and implementing cost-saving measures.
Fraud Verifications Specialist
JP Morgan Chase Bank
04.2019 - 08.2022
- Assisted with inbound fraud-related reviews and performed maintenance on applications for Consumer and Business customers
- Worked on new applications by reviewing data to try and prevent fraud from occurring prior to the application becoming an account
- Expedited escalation of issues to appropriate internal colleagues while maintaining levels of customer focus
- Provided customers with educational information regarding fraud and identity theft daily.
- Followed all company policies and procedures to deliver quality work.
- Developed strong client relationships through consistent communication and attentive service.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Interpreted clients' needs and introduced services to fit specific requirements.
- Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Earned recognition as a top performer consistently exceeding targets throughout my tenure as a specialist in the field.
Care Coordinator
Davita
08.2015 - 04.2019
- Ensured that the patient's needs and preferences for health services and information sharing across people, functions, and sites are met over time and within regulatory compliance measures
- Emphasis on HIPAA and insurance protocols, medical record documentation, and effective communication to improve patient experience and timely access to services.
Account Protection Specialist
American Express
09.2012 - 07.2015
- Provided services for clients that experience escalated levels of fraud
- Consistently ranked in the top 5% of a department with over 120 employees based upon quality metrics, customer satisfaction, and case resolution
- Trained new hires through mentorship program
- Communicated legal and technical industry terms to customers in a way that answers their questions and mitigates further concerns
- Complied with all applicable federal regulations in the decision process and maintained compliance with strict company protocols
- Served as a SME for the Global Fraud Protection Services Department and as the Employee Engagement Lead responsible for implementing employee morale initiatives.
- Monitored alarm systems closely, responding rapidly to any triggered alerts with a calm demeanor and effective problem-solving skills to assess the situation accurately.
- Conducted thorough investigations into reported incidents, promptly resolving concerns and preventing future occurrences.
- Streamlined communication between team members by utilizing efficient reporting methods that facilitated prompt action when necessary.
Customer Care Professional
American Express
03.2011 - 09.2012
- Assisted with inbound calls from existing card members
- Managed a wide array of customers who needed assistance in multiple facets including payments, adjustments, card replacements, etc
- Worked within constantly changing regulations, enhancing my ability to accept new changes as they occur.
Education
Criminal Justice & Criminology -
Arizona State University
12.2011
Skills
- Excellent ability in web-based research
- Microsoft Office
- Versatile
- Verbal Communication
- Policy Knowledge
- Effective communication skills
- Documentation and paperwork
- Data Entry
- Appointment Scheduling
- Telephone Etiquette
- Policy Interpretation
Timeline
ELIGIBILITY INTERVIEWER
Department Of Economic Security
02.2024 - Current
Guest Services Director
AZ Ice Gilbert
05.2022 - 08.2023
Fraud Verifications Specialist
JP Morgan Chase Bank
04.2019 - 08.2022
Care Coordinator
Davita
08.2015 - 04.2019
Account Protection Specialist
American Express
09.2012 - 07.2015
Customer Care Professional
American Express
03.2011 - 09.2012
Criminal Justice & Criminology -
Arizona State University
Similar Profiles
Heathcliff PaulHeathcliff Paul
Customer Service Representative 3 at Department of Economic SecurityCustomer Service Representative 3 at Department of Economic Security
Deborah Ann BegayDeborah Ann Begay
Administrative Law Judge at AZ Department of Economic Security, Office of AppealsAdministrative Law Judge at AZ Department of Economic Security, Office of Appeals
Rub QuintanaRub Quintana
Caseworker at Department of Economic SecurityCaseworker at Department of Economic Security
Jacqueline NaquinJacqueline Naquin
Benefits Eligibility Worker at Arizona Department of Economic SecurityBenefits Eligibility Worker at Arizona Department of Economic Security
Javi BudzinskiJavi Budzinski
Medical Assistant at Surgical Care Affiliates Inc.Medical Assistant at Surgical Care Affiliates Inc.