Summary
Overview
Work History
Education
Skills
Timeline
Generic

Brittney Gaither

Baltimore,MD

Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.

Overview

14
14
years of professional experience

Work History

Customer Support Specialist

Wayfair.com
REMOTE
08.2019 - 01.2024
  • Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
  • Assisted customers with product installation, troubleshooting, and usage questions.
  • Responded to customer emails ,chat and phone calls promptly, courteously, and professionally.
  • Investigated customer complaints regarding product quality or service rendered.
  • Maintained up-to-date knowledge of company products, services, policies, and procedures.
  • Recorded all customer interactions into the database system accurately and completely.
  • Ensured customer satisfaction through effective communication skills and problem resolution techniques.
  • Developed innovative strategies to improve customer experience with the product or service offered by the company.
  • Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
  • Collaborated closely with other departments such as sales or marketing to resolve complex customer issues quickly and efficiently.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.

Patient Service Representative

Advance Radiology
Rosedale, MD
12.2016 - 05.2019
  • Provided customer service by answering patient questions and addressing concerns.
  • Verified insurance information, collected payments, and scheduled appointments.
  • Assisted with the completion of medical forms and records.
  • Answered incoming calls in a professional manner.
  • Informed patients about payment options, billing policies, and procedures related to their visit or procedure.
  • Inputted patient demographic data into electronic health record system.
  • Reviewed patient accounts for accuracy on a regular basis.
  • Assisted with scheduling follow-up appointments according to provider availability.
  • Adhered to HIPAA regulations when handling confidential patient information.
  • Responded promptly to emails from patients regarding appointment changes or cancellations.
  • Provided support with various tasks such as scheduling tests, ordering supplies.
  • Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
  • Scheduled and confirmed patient appointments with patients and healthcare professionals.
  • Scheduled patient appointments over phone and in person, maximizing productivity.

Collections Agent

PayPal Credit
Hunt Valley, MD
01.2010 - 11.2016
  • Interviewed customers to obtain financial information, payment history and other relevant details.
  • Researched customer accounts for any discrepancies or outstanding payments.
  • Negotiated payment plans with customers to ensure timely repayment of debt.
  • Conducted skip-tracing activities to locate delinquent customers.
  • Investigated customer disputes and complaints regarding billing errors and incorrect charges.
  • Reviewed documents such as contracts, invoices, letters and emails related to customer accounts.
  • Processed payments through various methods such as credit cards, online banking and cash transactions.
  • Adhered to company policies and applicable laws while collecting debts from customers.
  • Maintained accurate records of all customer contact attempts and account updates in the database system.
  • Monitored customer accounts for changes in financial status or contact information.
  • Utilized skip tracing techniques including phone calls, internet searches and databases.
  • Participated in training sessions related to new technologies used by the company's collections department.
  • Updated account status records and collection efforts.
  • Followed fair debt practices and regulatory guidelines when managing collections process.
  • Created repayment plans based on account holders' financial status and repayment abilities.
  • Placed outbound collections calls daily to approximately 100 account holders.

Education

High School Diploma -

Milford Mill Academy
Baltimore, MD
06-2004

Skills

  • Customer service excellence
  • Quality Assurance
  • CRM Software
  • Sales Support
  • Appointment Scheduling
  • Payment Processing
  • Data Collection
  • Product Knowledge
  • Inbound and Outbound Calling
  • Data Entry
  • Complaint resolution
  • Office equipment proficiency
  • Microsoft Excel
  • Critical Thinking
  • Microsoft PowerPoint
  • De-Escalation Techniques
  • Microsoft Outlook
  • Microsoft Office Suite
  • Call Center Operations
  • Debt management
  • Collections regulatory guidelines
  • Billing and collections best practices
  • Skip Tracing
  • Repayment negotiations
  • Insurance Verification

Timeline

Customer Support Specialist

Wayfair.com
08.2019 - 01.2024

Patient Service Representative

Advance Radiology
12.2016 - 05.2019

Collections Agent

PayPal Credit
01.2010 - 11.2016

High School Diploma -

Milford Mill Academy

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Brittney Gaither