BRITTANY SHADE
Eufaula,US
Summary
Experienced in 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.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Classification Specialist
Ventress Correctional Facility
08.2023 - Current
- Conducting inmate interviews and documenting relevant information.
- Managing caseloads in accordance with the Classification Manual.
- Addressing the classification questions and concerns of an inmate.
- Initiating classification reviews and recommendations.
- Meeting with inmates in person at least annually.
Customer Service Representative
Teleperformance
11.2022 - 07.2023
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives, and followed up to confirm resolution.
- Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty.
- Updated databases with new and modified customer data.
- Process payments, set up EFT, set up SSA/RRA deductible, and assist with billing inquiries.
- Caller requesting pharmacy processing information (BIN number, PCN number, and group number). Process prescription drug Part D.
- Resolved customer complaints and issues promptly, ensuring a positive resolution.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Advisor II, Chat Support
Concentrix
05.2022 - 08.2022
- Maintained up-to-date knowledge of industry trends and regulations, ensuring accurate advice was provided to clients at all times.
- Utilized advanced CRM tools to track client interactions efficiently, while maintaining detailed records of their individual goals, preferences, and concerns.
- Implemented feedback from management to continually improve performance metrics within the chat support team.
- Enhanced customer satisfaction by providing timely and accurate resolutions to technical issues.
Customer Service Representative
Alorica
11.2021 - 01.2023
- 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.
- Enhanced customer satisfaction by promptly addressing concerns, and providing accurate information.
- Answered customer inquiries and provided accurate information regarding products and services.
- Surpassed sales goals through implementation of successful marketing strategies.
- Provided exceptional customer service to ensure customer satisfaction.
- Tech support on electronic devices.
- Tracked each customer interaction for auditing, reporting, and training purposes, maintaining accuracy and accountability in all communications.
Customer Care Representative
Elevance Health
01.2021 - 06.2021
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Received inbound telephone calls and electronic claims from members, providers, group administrators, and brokers, providing prompt and effective resolution to their issues.
- Answered inbound calls to the Member Services Department using the Plan's standard greeting, responding to inquiries and resolving requests for information regarding benefits, member materials, and procedures.
- Interacted with systems to verify claim details and ensure appropriate payment or denial based on contract terms, maintaining accuracy and compliance throughout the process.
- Utilized resources and systems to research, identify, and resolve caller complaints, escalating issues as necessary and documenting outcomes in the electronic medical record system.
- Maintained and updated member records with relevant information, advised members of grievance and appeals processes, and facilitated language translation and communication assistance for callers requiring special accommodations.
Detention Officer
CoreCivic
05.2017 - 01.2021
- Responded promptly to emergency situations and provided medical aid.
- Processed inmates by taking photographs and fingerprints.
- Improved facility safety by performing thorough inspections of cells, common areas, and property for contraband or damage.
- I took custody of prisoners from the arresting officers to begin processing them into the detention facility.
- Escorted detainees to court hearings, medical appointments, and other off-site locations securely.
- Transported and escorted inmates to hospitals, court and other institutions.
Backup Operator
Keystone Foods
10.2012 - 04.2017
- Monitored and adjusted machine operations as needed for quality assurance.
- Helped achieve team goals by rotating production lines and daily duties to meet demand.
- Monitored equipment temperatures to ensure safety and compliance, enhancing operational efficiency.
- Coordinated production tasks, achieving consistent output, and maintaining quality standards.
- Trained new staff, fostering teamwork and skill development for improved productivity. Implemented equipment monitoring to prevent malfunctions, reducing downtime.
- Streamlined poultry preparation, increasing production speed, and reducing waste.
- Implemented a proactive equipment monitoring system, ensuring optimal freezer and refrigerator temperatures to prevent malfunctions and minimize downtime.
Cashier/Server
McDonald's
05.2009 - 05.2012
- Greeted customers entering the store and responded promptly to customer needs.
- Welcomed customers, and helped determine their needs.
- Operated the cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Ensured compliance with all safety regulations within the store environment.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
Education
Master of Science - Administration of Justice And Security
University of Phoenix
Tempe, AZ03.2020
Associate of Applied Science - Criminal Justice
Wallace Community College
Dothan, AL05.2019
Bachelor of Science - Criminal Justice Administration
University of Phoenix
Tempe, AZ09-2017
High School Diploma -
Eufaula High School
Eufaula, AL05-2008
Skills
- Customer service
- Client relationship management
- Issue resolution
- Technical troubleshooting
- CRM software
- Performance metrics
- Data entry
- Salesforce CRM
- Microsoft Office
- 60 WPM typing speed
- Appointment scheduling
- Product knowledge
- Account updating
- Sales transactions
- Billing management
- Active listening
- Empathy and understanding
Certification
- First Aid Certification
- CPR Certification
Timeline
Classification Specialist
Ventress Correctional Facility
08.2023 - Current
Customer Service Representative
Teleperformance
11.2022 - 07.2023
Advisor II, Chat Support
Concentrix
05.2022 - 08.2022
Customer Service Representative
Alorica
11.2021 - 01.2023
Customer Care Representative
Elevance Health
01.2021 - 06.2021
Detention Officer
CoreCivic
05.2017 - 01.2021
Backup Operator
Keystone Foods
10.2012 - 04.2017
Cashier/Server
McDonald's
05.2009 - 05.2012
Bachelor of Science - Criminal Justice Administration
University of Phoenix
Master of Science - Administration of Justice And Security
University of Phoenix
Associate of Applied Science - Criminal Justice
Wallace Community College
High School Diploma -
Eufaula High School
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