Brittney Pinkston
Indianapolis,IN
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
9
9
years of professional experience
Work History
Claims Customer Service Representative
Blue Cross And Blue Shield Of South Carolina
11.2022 - 04.2024
- Ensured effective customer relations by responding accurately, timely, and courteously to telephone and walk-in inquiries.
- Reviewed benefits and eligibility for members and other insurance providers.
- Communicated with provider offices for claims processing issues so as not to give the member homework.
- Handled situations in a timely manner that require extensive research and provided member callbacks to keep the member informed on their inquiry.
- Adapted communication and responses to empathize or deescalate members on a call by call basis.
- Deviated from standard practices and procedures to resolve new and non-routine inquiries.
- Reviewed medical policies, benefits, and online resources to identify incorrectly processed claims and send claims for adjustment to the proper departments where needed.
- Identified complaints and inquiries of a complex level that cannot be resolved following standard desk procedures and guidelines and referred them to team leads and management for resolution and future inquiries.
Patient Care Advocate
Express Scripts
11.2020 - 04.2022
- Worked to research and resolve problems in a timely manner
- Used computerized systems to gather information and respond to questions
- Documented accounts thoroughly
- Handled inbound and outbound patient calls
- Answered questions related to mail-order prescriptions and scheduled deliveries while maintaining productivity standards and performance guarantees
- Worked with other operational departments to research and resolve patient-related prescription and claim issues
- Maintained accurate and complete documentation of all inquiries in order to continuously improve the customer service process and efficiency of each call
- Identified and escalated concerns received from patients so that corrective action can be pursued and expedited to take care of their needs.
Painter
T&A Custom Paints and Design LLC
05.2019 - 01.2021
- Prepared painting surfaces by washing walls, repairing holes, or removing old paint.
- Mixing, matching, and applying paints and other finishes to various surfaces.
- Prepared the surrounding area by covering with cloth or plastic to prevent messes.
- Moved furniture and equipment as necessary to reach the entire surface of the project.
- Removed fixtures such as door knobs and light switch covers.
- Cleaned up supplies and replaced fixtures when the project was complete.
- Communicated with clients to ensure they're getting the look they're hoping for.
- Applied paint or other finishes, using hand brushes and rollers.
Customer Care Representative
Anthem Blue Cross and Blue Shield
07.2019 - 02.2020
- Answered customer calls and demonstrated values of caring as I proactively worked to resolve our members questions and concerns.
- Strived for first call resolution, working to resolve member issues at the point of contact.
- Worked with dual monitors and leverage computer-based resources to find answers to customer's questions, and helped simplify next steps for members without giving them homework.
- Reached out to partners in other departments, or to provider offices to help resolve a member concern.
- Supported my teammates and remained flexible as business needs require to ensure I met the needs of the members.
Sales Associate
Burger King
02.2018 - 04.2019
Sales Associate
Crew Carwash
05.2016 - 10.2017
- Ensured high levels of customer satisfaction through excellent sales service.
- Met customer needs and provided assistance and information on product features.
- Welcomed customers to the store and answered their questions.
- "Go the extra mile" to drive sales.
- Maintained presentable assigned areas and kept items in-stock for customer and team use.
- Actively sought out customers in need of possible assistance.
- Remained knowledgeable on products offered and discussed available options.
- Processed POS purchases.
- Cross sold products.
- Teamed up with co-workers to ensure proper customer service.
Sales Associate
Burger King
07.2015 - 04.2016
- Responded to questions and improved engagement with merchandise.
- Operated cash registers, managing financial transactions, and balancing drawers
- Achieved established goals
- Directed customers to merchandise within the store
- Increased in-store sales
- Maintained superior product knowledge
- Maintained an orderly appearance throughout the sales floor
- Introduced promotions and opportunities to customers.
- Provided positive first impressions to welcome existing, new, and potential customers.
Customer Service Representative
Teleperformance USA
04.2024 - 08.2024
- Handled and carefully responded to all customer inquiries.
- Provided excellent customer service through active listening.
- Worked with confidential client information and treated it sensitively.
- Aimed to resolve issues on the first call by being proactive.
- Appropriately communicated with clients.
Education
High School Diploma -
Warren Central Highschool
Indianapolis, IN05.2018
Skills
- Upselling
- Business Development
- Call Management
- Product Knowledge
- Customer Relations
- Team Development
- Critical Thinking
- Computer Proficiency
- Call center experience
- Problem Resolution
- Order Processing
Timeline
Customer Service Representative
Teleperformance USA
04.2024 - 08.2024
Claims Customer Service Representative
Blue Cross And Blue Shield Of South Carolina
11.2022 - 04.2024
Patient Care Advocate
Express Scripts
11.2020 - 04.2022
Customer Care Representative
Anthem Blue Cross and Blue Shield
07.2019 - 02.2020
Painter
T&A Custom Paints and Design LLC
05.2019 - 01.2021
Sales Associate
Burger King
02.2018 - 04.2019
Sales Associate
Crew Carwash
05.2016 - 10.2017
Sales Associate
Burger King
07.2015 - 04.2016
High School Diploma -
Warren Central Highschool
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