Brittany Upshaw
Summary
Dedicated customer support specialist skilled in multi-channel communication, including phone, email, and chat. Expertise in appointment scheduling, referral coordination, and data management, ensuring timely responses and high levels of client satisfaction across various service platforms.
Overview
10
10
years of professional experience
Work History
Call Center Representative
Alta Resources
Fort Myers, FL
04.2024 - 07.2026
- Managed high call volumes, ensuring professionalism and customer satisfaction throughout interactions.
- Managed 50-80 inbound calls daily while ensuring high call quality standards.
- Handle escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Resolved customer inquiries, enhancing satisfaction with timely and effective support.
- Resolve customers' concerns, complaints, billing and service encounters.
- Documented interactions in customer relationship management (CRM) system to maintain accurate customer records.
- Document call details, customer interactions and account updates.
- Provided support via email, chat, and messaging platforms to assist customers.
- Responding to chats, emails, and voicemails.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Multitasking, organizing and prioritizing.
- Implemented effective time management strategies to prioritize tasks and meet deadlines.
- Retaining and archiving specific official documents.
Customer Support Specialist
Alorica
Fort Myers, FL
07.2021 - 05.2024
Customer Service Representative
Millennium Physicians Group
Fort Myers, FL
02.2020 - 06.2022
- Handled inbound/outbound calls to address patient inquiries and provide timely support.
- Provided email, chat, and message support to assist patients with their needs.
- Managed inbound and outbound calls to assist patients and resolve inquiries.
- Processed patient information accurately using electronic health record systems.
- Managed scheduling of appointments to optimize clinic operations and patient care.
- Referral Coordination for specialty doctors.
- Processed medication prior authorizations to facilitate timely access to prescribed treatments.
- Created and modified patient accounts to ensure accurate records in the system.
Clinical Technician
Lee Health
Fort Myers, FL
07.2016 - 02.2020
- Monitored and documented patient vital signs, providing critical data for clinical decision-making.
- Modified patient accounts to enhance data accuracy and improve service delivery.
- Increased efficiency of clinical workflows by promptly responding to physician orders and prioritizing tasks.
- Monitored patients and maintained detailed records for physician review.
- Answered inbound and outbound calls to assist patients with inquiries and appointments.
- Utilized electronic messaging to keep patients informed about their health and clinic services.
- Responded to voicemail messages promptly to address patient concerns and scheduling requests.
- Create and modify patients accounts.
- Maintained inventory of clinic supplies, ensuring availability of necessary materials for daily operations.
- Guided patients in setting up MyChart accounts and connecting to Telehealth appointments, enhancing access to care.
- Assisted in training new clinical technicians, contributing to team development and operational readiness.
- Prior Authorizations for medications through specialty pharmacies like (CVS, Optum).
Education
Certified Nursing Assistant -
Fort Myers Technical College
Fort Myers, FLHigh School -
Mariner High School
Cape Coral, FLSkills
- Customer Service Support
- Multi-line support
- Messaging support
- EHR/EMR management
- Prior Authorizations
- Referral Coordination
- Appointment Scheduling
- Data Management
- Record keeping
- Data Entry
- Documentation Accuracy
- Typing 40-65 WPM
- Microsoft Office Suite
- Google Workspace
- Microsoft Teams
- Zoom
- Time Management
- Problem-Solving
- Office administration
- HIPAA
- Epic/Athena Experience
Timeline
Call Center Representative
Alta Resources
04.2024 - 07.2026
Customer Support Specialist
Alorica
07.2021 - 05.2024
Customer Service Representative
Millennium Physicians Group
02.2020 - 06.2022
Clinical Technician
Lee Health
07.2016 - 02.2020
Certified Nursing Assistant -
Fort Myers Technical College
High School -
Mariner High School