Brittney Simmons
Palm Bay,FL
Summary
Motivated individual looking to transition from Health Insurance to Property and Liability Insurance. Friendly and empathetic with excellent communication skills and dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build a new career in claims adjusting with a drive for personal growth.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative Level 2
Elevance Health
01.2023 - Current
- Delivered exceptional results in a call center atmosphere (For the year 2024: Handling up to 50+ calls per days, Average handle time 7 minutes, Average quality score rating 98.8%, 5 out of 5/ exceeding expectations on yearly performance review.)
- Provided outstanding customer service to members and providers regarding mental health and substance use benefits, referrals, and prior authorizations for both State funded and private insurers.
- Reviewed and resolved member and provider questions efficiently and accurately to ensure first call resolutions.
- Mentored and guided team members as a subject matter expert assisting in training, call shadowing, coaching feedback and chat assistance.
- Created and implemented new procedures to streamline productivity and empower other agents to excell.
- Adapted swiftly to changing job roles and Customer Communications Management (CCM) software.
- Reviewed health care claims for errors and omissions and advised payment/denial details.
- Collaborated with development teams during beta testing phases providing feedback to improve user experience.
Quality Analyst
Teleperformance USA
09.2019 - 12.2022
- Assisted medical providers with benefits, eligibility, and claims information.
- Promoted from call center Customer Service Representative in 2020
- Provided regular updates to team leadership on quality metrics.
- Developed comprehensive reports on agent performance, contributing to staff training and development initiatives.
- Identified areas of improvement for agents with an analysis of recorded calls.
- Conducted regular calibration sessions with peers and supervisors to ensure consistency in evaluation standards and scoring methodologies.
- Gathered, documented, and modeled data to assess business trends.
- Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
Assistant Restaurant Manager
Spare Time Bar and Grill
02.2018 - 09.2019
- Supervised all areas of restaurant to keep it clean and well-maintained.
- Monitored daily cash transactions, ensuring accuracy in all financial reporting processes.
- Managed staff schedules, ensuring adequate coverage during peak times and reduced labor costs.
- Kept restaurant compliant with all federal, state, and local hygiene and food safety regulations.
- Pitched in to help host, waitstaff, and bussers during exceptionally busy times such as dinner hour.
- Organized catered events
- Fostered partnerships with local businesses for cross-promotion, enhancing community engagement and increasing foot traffic.
Education
High School Diploma -
Lincoln Park Academy
Fort Pierce, FL05-2008
Skills
- Microsoft office suite(Excel,Word,Powerpoint,Teams,One note,Outlook)
- Google Work Space (Docs,Sheets,Slides
- Webex, Zoom,Teams
- Citrix and Sharepoint
- Handling multiple priorities in a fast paced environment
6 years experience in working closely with:
- Active listening
- Critical thinking
- Teamwork and positive attitude
- New feature testing
- Detail Oriented
Certification
- Adjuster Pro Certified Adjuster (Florida 6-20) Course # 96558
- License Pending for Florida Department of Financial Services (Awaiting Fingerprints)
Timeline
Customer Service Representative Level 2
Elevance Health
01.2023 - Current
Quality Analyst
Teleperformance USA
09.2019 - 12.2022
Assistant Restaurant Manager
Spare Time Bar and Grill
02.2018 - 09.2019
High School Diploma -
Lincoln Park Academy
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