Brittany M Brown
Customer Service Representative
Cape Coral,FL
Summary
A Customer Service Representative with eight-plus years of experience answering complex queries and resolving customer complaints. Achieved recognition for professionalism, patience, and efficiency in high-volume call center environments and led efforts to improve customer satisfaction and loyalty. An exemplary leader bringing top-notch skills in oral and written communication to a wide range of staff, paired with exceptional development and mentorship skills that work to achieve professional goals.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Medical Receptionist
Mosaic Care Center/FAHASS
Fredericksburg , Virginia
2021.02 - 2022.05
- Provided customer service to patients from front desk and via landline for one of Virginia's most respected non-profit organizations specializing in services for LGTBQ+ Health and Wellness
- Coordinated with providers for four different offices to notify them of 50+ patients' arrivals to minimize wait times in lobby
- Optimized provider's schedule to ensure patient's satisfaction with efficient scheduling
- Quickly developed rapport with customers, clarified problems, and explained solutions clearly and succinctly, increasing customer satisfaction by 15%
- Assisted with managing insurance claims, invoices, and payments
Front Desk Coordinator
ProFlex Physical Therapy
Stafford , Virginia
2018.12 - 2021.02
- Ensured efficient customer services to 100+ elderly, disabled, and veteran physical therapy patients while overseeing multiple offices within DMV area
- Supervised and assisted receptionist in helping provide patients with customer service for escalated complaints
- Utilized product knowledge to answer customer queries, upsell products, and determine ideal plans for physical therapy
- Organized booth for events biannually to bring in potential new customers and help promote ProFlex brand.
Healthcare Call Center Team Leader
Broadpath Healthcare
Fredericksburg , Virginia
2018.07 - 2018.12
- Provided customer service to organizations within healthcare, financial services, travel and hospitality, and high-growth industries
- Accurately responded to 100+ inbound phone calls daily using designated script, active listening skills, and extensive product knowledge to solve customer queries nationwide
- Trained four new employees on sales script recitation, product knowledge, conflict resolution, and data entry practices
- Consistently exceeded vital performance indicator targets regarding call length, conversion rate, and customer satisfaction.
Healthcare Call Center Representative
Medical Staffing
Raleigh , North Carolina
2018.02 - 2018.07
- Contacted various healthcare providers and customers to give patients pleasant customer service experience
- Conducted 50+ outbound calls daily to past, current, or prospective customers providing information about healthcare plans
- Provided pre-authorization for medical treatment and provided patients with information about co-payment and other medical services
- Contacted referrals and patients to schedule equipment deliveries or to obtain needed medical documentation.
Visual Manager / Assistant Store Manager
Tilly's
Fredericksburg , Virginia
2014.09 - 2018.02
- Supervised and monitored employees on floor to guarantee customers received satisfactory customer service
- Assisted Store Manager with analyzing week-to-date, period-to-date, and year-to-date sales, all while developing plans to drive top-line sales by 20%
- Managed payroll budgets and confirmed store's contributions to employees were correct
- Aided with hiring staff to ensure store was always fully staffed
- Assessed team operations to target training gaps and provided updated and ongoing training to ensure all personnel was properly trained to perform store operations
- Audited stock levels, revised replenishment frequencies, rotated stock, and performed assigned inventory management tasks to maintain uninterrupted supply support
Education
High School Diploma -
Caroline High School
Milford, VA 2004.08 - 2008.04
Skills
Typing 45 wpm
undefinedTimeline
Medical Receptionist
Mosaic Care Center/FAHASS
2021.02 - 2022.05
Front Desk Coordinator
ProFlex Physical Therapy
2018.12 - 2021.02
Healthcare Call Center Team Leader
Broadpath Healthcare
2018.07 - 2018.12
Healthcare Call Center Representative
Medical Staffing
2018.02 - 2018.07
Visual Manager / Assistant Store Manager
Tilly's
2014.09 - 2018.02
High School Diploma -
Caroline High School
2004.08 - 2008.04