Brittney McGlamery
Emory ,United States
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
20
20
years of professional experience
Work History
Remote Healthcare Advocate
Conduent
07.2022 - Current
- Utilized CRM, Salesforce etc. to document patient complaints by listening to patients and families, recording details and determining resolution.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing patient needs and resolving concerns.
- Offered advice and assistance to 100+patients daily, paying attention to special needs or wants.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Supported patients in navigating the healthcare system effectively, increasing their understanding of available resources and options.
Escalation Specialist
Teleperformance
07.2016 - 06.2022
- Delivered excellent customer service, resulting in consistent 95% customer satisfaction rating
- Trained new personnel regarding company operations, policies and services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Reduced case resolution time by closely monitoring progress and following up with relevant parties as needed.
- Contributed to a positive work environment by mentoring junior staff members on effective escalation management techniques.
Stay At Home Mom
Stay At Home Mom
Meadowview, VA
06.2010 - 07.2016
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Identified issues, analyzed information and provided solutions to problems.
Dental Assistant
Gates Family Dentistry
01.2009 - 06.2010
- Performed general chair-side duties for general dentistry, endo procedures, and oral surgery.
- Documented patient dental health information, medical history, and vital signs for future reference.
- Scheduled appointments, prepared bills and received payment for dental services by completing insurance forms, verifying insurance information, and maintaining records.
Customer Service Representative
Sprint PCS, Mobile Telephone Company
01.2004 - 03.2009
- Streamlined call center processes for improved efficiency and reduced wait times.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Education
Certificate - Dental Assisting
Virginia Highlands Community College
Abingdon, VA06.2010
Human Services/ Social Work - Healthcare
Southwest Virginia Community College
Lebanon08.2007
Skills
- Interpersonal Skills
- Effective Written and Verbal Communication
- Responding to difficult customers
- Efficient and Detail-Oriented
- Call Volume and Quality Metrics
- Complaint Resolution
- Organizational Skills
- Active Listening
- Teamwork and Collaboration
- Building Customer Trust and Loyalty
- Time Management
- Attention to Detail
- Multitasking Abilities
- Adaptability and Flexibility
- Self-Motivation
- Computer Proficiency
- Document and Records
- Caring and Empathetic Management
- Reliable
Quote
You will recognize your own path when you come upon it because you will suddenly have all the energy and imagination you will ever need.
Sara Teasdale
Timeline
Remote Healthcare Advocate
Conduent
07.2022 - Current
Escalation Specialist
Teleperformance
07.2016 - 06.2022
Stay At Home Mom
Stay At Home Mom
06.2010 - 07.2016
Dental Assistant
Gates Family Dentistry
01.2009 - 06.2010
Customer Service Representative
Sprint PCS, Mobile Telephone Company
01.2004 - 03.2009
Certificate - Dental Assisting
Virginia Highlands Community College
Human Services/ Social Work - Healthcare
Southwest Virginia Community College
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