BRITTNEY SCOTT
Dallas,TX
Summary
Insightful professional in business and intelligence analysis, known for productivity and efficiency in task completion. Possess specialized skills in data interpretation, threat assessment, and predictive analysis. Excel using critical thinking, problem-solving, and communication to interpret complex information and provide actionable insights.
Overview
12
12
years of professional experience
Work History
Intelligence Analyst
U.S. Army Active Duty
Fort Huachuca, AZ
05.2024 - 12.2024
- Analyzed and interpreted intelligence data to support mission planning, offering critical insights for decision-making processes at tactical and strategic levels.
- Produced intelligence reports for senior leadership, helping to shape operational strategies and enhance national security efforts.
- Conducted comprehensive research on appearing threats, including geopolitical and military developments, using a variety of intelligence-gathering techniques (e.g., SIGINT, HUMINT, IMINT, OSINT). Collaborated with multidisciplinary teams to integrate intelligence findings, and ensure prompt, actionable intelligence was delivered across various sectors. Utilized advanced software and analytical tools to collect, evaluate, and interpret data, supporting an elevated level of accuracy and attention to detail.
- Provided briefings and presentations to senior leaders and operational units, ensuring clear communication of intelligence findings and recommendations.
- Developed and supported intelligence databases, ensuring prompt and exact updates to support ongoing operations and long-term strategy development.
- Trained and mentored junior analysts, fostering professional development, and enhancing team capabilities.
- Adapted to high-pressure environments and rapidly changing situations, consistently meeting deadlines and mission goals.
Customer Service Representative
Globe Life
01.2024 - 09.2024
- Provided exceptional customer support by addressing inquiries, processing policy changes, and resolving issues related to insurance products and services
- Communicated effectively with clients via phone, email, and online platforms ensuring clear, accurate, and timely responses to all requests
- Handled a high volume of calls and service requests while supporting professionalism and a customer-first attitude in a fast-paced environment
- Educated customers on policy options, coverage details, and claims processes, ensuring they understood their benefits and how to maximize them
- Resolved customer complaints and concerns, employing active listening and problem-solving skills to ensure client satisfaction and retention
- Processed sensitive data and documentation with attention to confidentiality ensuring compliance with company policies and regulatory standards
- Collaborated with other departments (e.g., claims, billing) to provide seamless service and support for customers, enhancing the overall customer experience
- Consistently met or exceeded performance metrics, including response time, resolution time, and customer satisfaction ratings
Case Manager
McKesson
07.2023 - 01.2024
- Coordinated patient care by working closely with healthcare providers, patients, and family members to ensure access to necessary medical services and resources
- Assessed patient needs through comprehensive evaluations, developing personalized care plans to ensure best treatment and support for individuals
- Monitored patient progress, tracking treatment plans, and finding any barrier to care or areas for improvement
- Facilitated communication between medical teams, insurance providers, and patients to streamline care delivery and improve overall outcomes
- Provided education and support to patients and their families about treatment options, medication management, and available resources
- Ensured adherence to healthcare regulations and policies, ensuring all cases followed legal requirements, insurance standards, and company protocols
- Utilized healthcare management software to document patient progress, update care plans, and track patient outcomes, ensuring accuracy and confidentiality
- Collaborated with multidisciplinary teams, including physicians, nurses, and social workers, to create and implement coordinated care strategies
- Advocated for patients, ensuring their voices were heard in treatment planning and helping access to support services as needed
- Achieved important levels of patient satisfaction, consistently meeting or exceeding department metrics for case resolution and care coordination
Front End Financial Planner
Ogle School Management LLC
03.2023 - 09.2023
- Provided personalized financial planning services to clients, helping them set and achieve short- and long-term financial goals through budgeting, investment advice, and debt management strategies
- Helped clients in understanding financial options for tuition, loans, and other educational expenses, ensuring they were well-informed about the best ways to finance their education
- Developed tailored financial strategies by assessing clients' current financial situations, risk tolerance, and future goals, and recommending suitable financial products and solutions
- Collaborated with internal teams (e.g., admissions, accounting) to ensure financial plans were integrated into the overall student experience, providing seamless support throughout the education process
- Explained complex financial concepts in simple terms, empowering clients to make informed decisions about their finances and investments
- Managed financial documentation and records, ensuring accuracy, confidentiality, and compliance with company policies and regulatory standards
- Monitored client progress toward their financial goals, providing ongoing support and adjustments as needed to align with changing financial circumstances
- Built strong client relationships, fostering trust and promoting financial literacy to improve client retention and satisfaction
- Worked within financial software systems to track clients' financial plans, analyze performance, and generate reports
Customer Service Claims Adjuster
Navient LLC
05.2021 - 12.2022
- Company Overview: Indiana Department of Workforce Development
- Communicate with claimants to resolve any claim issues, ensuring excellent customer service prior to completing claims and initial disbursements
- Reviewed, evaluated and adjusted claims to promote fair and prompt settlement
- Development and implemented new processes and procedures which increased the quality and efficiency of Tier II customer service
- Entered claim transactions, payments, reserves and other documentation
- Maintained thorough understanding of fraudulent and illegal practices while reducing hundreds of claims down to $0 based on meticulous records of actual entitlement
- A part of the leadership/special teams that has led to multiple contract extensions for maintaining business accuracy and meeting deadlines
- Researched and followed up on denied unemployment pandemic claims
- Advising actions needed to resolve claim issues
- Investigated and evaluated questionable claims to determine payment authorization
- Indiana Department of Workforce Development
Customer Service Specialist
Navient LLC
09.2020 - 05.2021
- Company Overview: New York Department of Labor
- Reviewed, completed and processed unemployment Insurance claims
- Input communication with applicants into the computer system to facilitate future clarification and knowledgeable support
- Conversed with people from different cultures daily, answering questions and providing a high level of respect and patience with each interaction
- Performed careful reviews and analysis of applicant data to ascertain compliance with eligibility criteria for economic assistance
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines and service goals
- Demonstrated leadership by making improvements and finding workable solutions and processes to train others
- New York Department of Labor
Customer Care Representative
AmerisourceBergen Drug Corporation
02.2015 - 02.2020
- Provided exceptional support to customers, addressing inquiries, processing orders, managing returns, and resolving issues related to pharmaceutical products and services
- Ensured prompt and correct order fulfillment, liaising with warehouse team and suppliers to guarantee customers received their products as asked
- Researched and resolved customer complaints, offering solutions in a professional and empathetic manner to ensure important levels of customer satisfaction
- Led and mentored a team of customer care representatives, providing coaching, training, and performance feedback to ensure high-quality service standards
- Monitored team performance, ensuring the team met service level agreements (SLAs), response times, and customer satisfaction goals
- Developed and implemented training programs, enhancing team knowledge of products, policies, and customer service techniques to improve efficiency and accuracy
- Acted as an escalation point for complex customer issues, using advanced problem-solving skills to resolve issues and ensure client satisfaction
Package Handler
FedEx:Ground
Hutchins, TX
01.2013 - 12.2014
- Utilized handheld devices to track and update package status in real-time.
- Collaborated with team members on tasks such as sorting mail into designated bins.
- Stacked boxes onto pallets in an efficient manner.
- Loaded and unloaded delivery vehicles efficiently, ensuring timely distribution of packages.
- Communicated effectively with supervisors regarding any logistical issues.
Education
Associate's degree - Business Administration and Management
Dallas College
Post-Graduate Certificate - Organizational Leadership
Dallas College
Dallas, TXAssociate of Applied Science - Human Resource
Dallas College
Dallas, TXPost-Graduate Certificate - Professional Customer Service
EmployBridge
Certification - Medical Assistant
Sanford Brown College
Post-Graduate Certificate - Managing Through Stress
Penn Foster
Post-Graduate Certificate - Professional Communication
Penn Foster
Post-Graduate Certificate - Budgeting and Goal Setting
Penn Foster
Personal Information
Title: PROFESSIONAL TITLE
Accomplishments
The National Society of Leadership and Success- 2022-2024
Timeline
Intelligence Analyst
U.S. Army Active Duty
05.2024 - 12.2024
Customer Service Representative
Globe Life
01.2024 - 09.2024
Case Manager
McKesson
07.2023 - 01.2024
Front End Financial Planner
Ogle School Management LLC
03.2023 - 09.2023
Customer Service Claims Adjuster
Navient LLC
05.2021 - 12.2022
Customer Service Specialist
Navient LLC
09.2020 - 05.2021
Customer Care Representative
AmerisourceBergen Drug Corporation
02.2015 - 02.2020
Package Handler
FedEx:Ground
01.2013 - 12.2014
Associate's degree - Business Administration and Management
Dallas College
Post-Graduate Certificate - Organizational Leadership
Dallas College
Associate of Applied Science - Human Resource
Dallas College
Post-Graduate Certificate - Professional Customer Service
EmployBridge
Certification - Medical Assistant
Sanford Brown College
Post-Graduate Certificate - Managing Through Stress
Penn Foster
Post-Graduate Certificate - Professional Communication
Penn Foster
Post-Graduate Certificate - Budgeting and Goal Setting
Penn Foster