Brittney Gayden
Odessa,TX
Summary
Dynamic professional with extensive experience in customer interactions and a strong commitment to service excellence. Proven ability to leverage active listening and problem-solving skills to effectively address and resolve customer concerns, ensuring a consistently positive experience. Maintains high levels of customer satisfaction while fostering loyalty through clear communication and genuine empathy. Dedicated to enhancing customer relationships and driving business success through exceptional service delivery, contributing to organizational growth and client retention.
Overview
6
6
years of professional experience
Work History
CSR 2
Guidant Global
09.2024 - Current
- Maintained up-to-date knowledge of state and federal regulations related to provider enrollment and made necessary updates to internal processes
- Maintained accurate records of every interaction regarding application status , policy changes and action taken on case
- Provided guidance to providers on required documentation needed for enrollment, ensuring compliance with regulatory standards
- Maintained confidentiality of sensitive information obtained during the enrollment process in accordance with HIPAA regulations
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
Customer Service Resolution Specialist
Walmart Contact Center
05.2023 - 07.2024
- Handle escalated inbound chat, phone, and email correspondence related to customer logistic claims.
- Thoroughly research each claim, considering evidence provided, past policy violations, company trends, and fraudulent activity on accounts.
- Documented all actions performed and interactions with customers.
- Operate various programs while maintaining a professional demeanor during interactions.
- Provide clear next steps and escalate issues as necessary.
- Assessed individual situations and developed effective and appropriate resolutions.
- Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
Commercial Lines Account Manager
Progressive
09.2021 - 05.2023
- Researched existing accounts by navigating multiple screens and customer account management platforms.
- Prepared orders and issued binders, proofs of insurance and endorsements for delivery to client
- Analyzed client needs to identify coverage solutions and produced policy and quotes.
- Enhanced customer satisfaction by efficiently managing commercial lines accounts and promptly addressing client inquiries.
- Conducted thorough risk assessments for potential clients, accurately identifying exposure areas and recommending optimal coverage options accordingly.
- Conducted comprehensive policy reviews to identify gaps in coverage and recommend appropriate adjustments.
Insurance Customer Service Representative
Teleperformance USA
08.2019 - 06.2021
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by providing accurate and timely information on health insurance policies and benefits.
- Achieved consistent high levels of customer satisfaction through empathetic listening and problem-solving skills when addressing concerns or disputes.
- Assisted clients in understanding complex insurance terms and conditions, leading to better decision-making and policy selection.
- Maintained up-to-date knowledge of federal and state regulations affecting health insurance policies, ensuring full compliance during all transactions.
- Analyzed customer needs to provide customized insurance solutions.
Skills
- Clear communication
- Customer focus
- Proficient in CRM tools
- Active listening
- Critical thinking
- Effective time management
- Proficient typing skills
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
CSR 2
Guidant Global
09.2024 - Current
Customer Service Resolution Specialist
Walmart Contact Center
05.2023 - 07.2024
Commercial Lines Account Manager
Progressive
09.2021 - 05.2023
Insurance Customer Service Representative
Teleperformance USA
08.2019 - 06.2021
Similar Profiles
Isaak WolowskyIsaak Wolowsky
Warehouse operative at Guidant GlobalWarehouse operative at Guidant Global
Sandy Montes De Oca GarciaSandy Montes De Oca Garcia
Healthcare Customer Service Representativ at Guidant GlobalHealthcare Customer Service Representativ at Guidant Global
Aimee PickettAimee Pickett
Recruitment Coordinator at Guidant GlobalRecruitment Coordinator at Guidant Global
Joe MarruffoJoe Marruffo
Fieldman II at Western MidstreamFieldman II at Western Midstream
Oved GarciaOved Garcia
Foreman at NaborsForeman at Nabors