Brittni Baylor

• I get the pleasure of filling the team leads' shoes during their time away from work or regular duties. - Checking CC Pulse for any opportunities to do side by sides with bankers whom are not meeting a certain goal as far as expectations for development. - Sending out emails/ any new expectations, upcoming or sudden changes to the team. - Making sure everyone is logged in at all assigned times by offering assistance in getting them anything they need. - Ensure everyone fills out at least two compliments for the compliments box. - Checking my supervisor's mailbox - Taking over the Talking points for any huddles or meetings - Taking over any pre-planned coaching sessions - Helping out in SOJT if short staffed - Agent Check-In- Making sure SOJT bankers and Banker coaches know what they should be doing at all times so that we are all on one accord.

Responsible for answering calls, scheduling appointments, and addressing patient questions and concerns. I also make outbound calls, such as appointment reminders or follow-ups.

• Resolving patient insurance claims
• Providing information about medical care and benefits
• Directing patients to resources for further assistance
• Providing pre-authorization for medical treatment
• Providing information about co-payments
• Creating testing orders for patients
• Faxing medical records
• Entering data into the computer while talking with patients
• Maintaining good working relationships with other departments
• Reviewing physician schedules
• Verifying correct scheduling

Some skills imcluded: Empathy, Adaptability, Positive language, Clear communication, Self-control, Taking responsibility, Patience, and Effective listening.

• Coaching Queue "Team Platinum" Jan.2016-Present - Assist in effectively training the new hires - Coach and mentor phone bankers in a 1:1 and/ or group setting to meet defined productivity, goals, and quality metrics. - Conduct coaching - Provide input to supervisors on staff performance or conduct. - Ensure team members are at a minimum meeting goals, service, operational, and compliance metrics. - Meet required monthly coaching sessions to ensure team member development, create positive and effective work environment. - Partner with leaders and team members to identify, recommend and implement best practices. - Overtime on some weekends to increase "time on the phone". - Side conversations with bankers for positivity, activities, and development to succeed. - RTA (Real time Views for the entire CC site) - CC pulse to view real times - Taking on different events, duties, or tasks for my team such as: Setting Tickler Sheet expectations, keeping up with signing off daily, "Meeting In Minutes", which is taking notes during our huddles and meetings and summing it up in an email to back to for guidance or for whomever was missing, Birthday Celebrations, Team Outings, Pot Lucks, Holidays, Idea Builder Box for the team, Picture taking, presenting power points for new ideas and plans for the future, and etc.

• I happily assist each customer that calls in for help or guidance on their credit cards with excellent customer service
• I have the ability to make payments, process lost/stolen/comprised cards, verify their accounts are safe, waive limited fees as courtesy to our loyal customers, request credit limit increase and decreases, and much more
• I make sure every customers situation is solved the best way possible or personally find the right team member to further assist them
• I also end each call with thanks and making sure they know how much I appreciate their business by, ( with their permission of course) bringing to their attention all the other products and services we have for them to take advantage of and benefit from while continuing their business with Wells Fargo
• I am the Event planner on my team
• I do reminders with cards for everyone on the team to sign, along with e-cards
• I plan the team outings to fun places so that we are able to open up and get to know each other
• I also take notes at every team meeting and send out and email called, "Meeting in Minutes", to make sure that everyone has a brief summary of what we went over
• I introduce new hires to the team with welcome emails and signs
• I created an idea box, for the team to make sure that everyone understood that their opinions and ideas were definitely important as well as appreciated (an attractive and creative looking box at the corner of my desk, and I read them anonymously read them after meeting)
• I took the courtesy of going above and beyond with this position as event planner by sending out or making recognition for others and their scores or good deeds on the team.

• My role: Developing photos, inventory management, monitoring photo developer chemicals, daily machine maintenance, training new photo technicians, customer service, teaching customers to use digital picture center.
• Stockroom Leader
• Keep updated, organized, unload truck, unpack & repack items, train new stockroom workers
• Advanced Cashier
• Correct mistakes made by other cashiers, train new cashiers, operate machines properly.
• As a Photo specialist I was Uploading and printing photos, developing photos, etc.
• As a Pharmacy technician: filling prescriptions, counting pills, ringing up customers.
• Receptionist: - answering phones, accepting and making appointments, solving customer complaints, bookkeeping, filing, and payroll
• Etc.