Brittany Watts
Sumter,
Summary
Versatile and goal-oriented customer service professional with a strong background in telecommunications, healthcare, and insurance sales. Over 8 years of experience delivering high-quality service, resolving complex issues, and driving sales in highly regulated, fast-paced environments. Skilled in handling inbound and outbound calls, educating clients on products and coverage options, and ensuring compliance with HIPAA and industry standards. Proven ability to build trust, exceed sales targets, and enhance customer satisfaction through personalized support, and clear communication.
Overview
6
6
years of professional experience
Work History
Subject Matter Expert (SME)
United Healthcare - Concentrix
Remote
05.2023 - 07.2024
- Served as a key resource and knowledge expert on UnitedHealthcare policies, procedures, and insurance products for frontline agents and team members.
- Provided real-time support and guidance to customer service representatives, ensuring accurate and compliant responses to complex healthcare and insurance inquiries.
- Collaborated with supervisors and quality teams to identify training gaps, enhance processes, and improve the overall customer experience.
- Assisted in onboarding and mentoring new hires, delivering refresher training, and performance coaching to improve accuracy and efficiency.
- Reviewed escalated cases and offered resolution strategies aligned with HIPAA regulations and organizational standards.
Inbound/Outbound Sales Representative (Temporary)
Lincare
Remote
12.2022 - 05.2023
- Handled high-volume inbound and outbound calls using an auto dialer to assist patients with CPAP supply resupply orders.
- Accurately processed orders while verifying and updating insurance information, medical equipment needs, and supply eligibility.
- Ensured compliance with healthcare regulations by maintaining up-to-date and accurate patient medical records.
- Collaborated with internal departments to resolve order issues, insurance discrepancies, and ensure timely delivery of equipment.
Medical Biller/Sales Representative
iQor - HomeServ & Quest Diagnostics
Remote
01.2022 - 12.2022
- Prepared and submitted accurate billing data and insurance claims for medical procedures and lab services.
- Reviewed and updated patient medical records to ensure compliance with billing requirements and payer guidelines.
- Generated invoices, documented balances due, and followed up on outstanding claims to ensure timely reimbursement.
- Communicated with insurance providers to resolve claim denials and discrepancies efficiently.
- Educated potential and existing clients on insurance products and service plans, helping them select the best coverage options.
- Recommended policy modifications and plan upgrades based on client needs and eligibility.
- Built tailored insurance packages to meet individual household protection requirements, contributing to increased sales conversions.
- Maintained detailed records of customer interactions and policy changes using CRM tools.
Digital Sales Specialist
Spectrum
West Columbia
01.2021 - 01.2022
- Delivered exceptional customer service via phone by providing detailed information on Spectrum products, services, and packages, while comparing competitive offerings to drive sales.
- Assisted customers with placing new orders, transferring services, and resolving service-related concerns, ensuring a smooth and positive customer experience.
- Utilized multiple databases and CRM systems to accurately document customer interactions, transactions, inquiries, and resolutions in a timely manner.
- Consistently maintained call quality and data entry accuracy in line with departmental performance standards.
Order Picker
Amazon Fulfillment Center
West Columbia
07.2020 - 01.2021
- Managed daily pick ticket orders by accurately locating and retrieving products from warehouse inventory.
- Selected items based on specific order details including product number, size, color, quantity, and quality requirements.
- Verified order accuracy before staging items for packing and delivery to ensure customer satisfaction.
- Operated warehouse equipment safely and efficiently in compliance with company safety regulations.
Production Worker
Pilgrim’s Pride
Sumter
10.2018 - 07.2020
- Adhered to strict health and safety standards to maintain a safe and compliant production environment.
- Maintained cleanliness of the workstation and production floor to support operational efficiency and food safety.
- Assembled, trimmed, and packaged meat products, ensuring quality and specification compliance.
- Operated and maintained machinery and production line equipment, monitoring performance, and addressing issues promptly.
- Inspected products on the assembly line, removing defective items to uphold quality assurance standards.
Education
High School -
Lakewood High School
Sumter, SC01.2015
Skills
- Healthcare compliance and claims processing
- Insurance verification and payment processing
- CRM management and technical support
- Performance coaching and training
- Effective communication and rapport building
- Problem resolution strategies
- Data accuracy and customer service
- Call management
- De-escalation techniques
Timeline
Subject Matter Expert (SME)
United Healthcare - Concentrix
05.2023 - 07.2024
Inbound/Outbound Sales Representative (Temporary)
Lincare
12.2022 - 05.2023
Medical Biller/Sales Representative
iQor - HomeServ & Quest Diagnostics
01.2022 - 12.2022
Digital Sales Specialist
Spectrum
01.2021 - 01.2022
Order Picker
Amazon Fulfillment Center
07.2020 - 01.2021
Production Worker
Pilgrim’s Pride
10.2018 - 07.2020
High School -
Lakewood High School
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