Brodie Walker
Tacoma,WA
Summary
Seasoned account specialist bringing several years of related experience along with deep understanding of financial and payment matters as well as customer service and sales activities. Proficient in data verification, account updates and problem solving.
Overview
12
12
years of professional experience
Work History
Health Account Specialist
Planned Parenthood of the Great Northwest
Tacoma, Was
02.2024 - Current
- Developed and maintained customer accounts by accurately recording customer information.
- Analyzed financial data to identify discrepancies in account balances and ensure accuracy of records.
- Processed payments for customers, including credit card transactions, checks, wire transfers, and ACH payments.
- Researched and resolved customer inquiries regarding billing issues or payment disputes.
- Collaborated with other departments to resolve problems related to customer accounts.
- Provided exceptional customer service by responding promptly to phone calls and emails from customers.
- Assisted customers in setting up online accounts and provided training on how to use the system.
- Applied appropriate accounting principles when processing complex transactions involving multiple entities or currencies.
- Maintained a database of customer contact information for communication purposes.
- Monitored daily cash flow activities in order to ensure sufficient funds were available for operations.
- Reviewed invoices prior to payment processing for accuracy and completeness of information provided.
- Performed research on various accounting topics in order to stay up-to-date with industry trends.
- Provided guidance on best practices for managing financial processes within the organization.
- Received, prioritized and responded to multiple points of customer communication.
Cruise COVID Lead Technician
DocGo
Seattle, WA
10.2021 - 03.2023
- Created detailed reports summarizing all installation activities.
- Managed multiple projects simultaneously while meeting deadlines.
- Developed and implemented network security policies and procedures.
- Maintained up-to-date knowledge of current technology trends.
- Documented processes for future reference by team members.
- Implemented changes to improve system performance or reliability.
- Oversaw daily operations, delegated tasks and assignments and implemented strategies to optimize workflows.
- Followed safety practices to safeguard against injury and damage to property.
- Managed quality control and maintained high level of customer satisfaction.
- Enforced compliance with quality standards to maintain production requirements and sustain business operations.
- Cleaned, maintained, and properly stocked company vehicle to prepare for required duties.
- Fostered relationships with internal and external customers.
- Completed scheduled appointments on time to drive quality service.
- Communicated with distributors to acquire necessary equipment for projects.
Operations Team Lead
Ambulnz
Tacoma, WA
05.2021 - 10.2021
- Developed and implemented operational strategies to increase efficiency and productivity of team.
- Monitored daily operations and evaluated performance of staff, providing feedback and coaching as needed.
- Created reports on staff performance, customer satisfaction, cost savings initiatives, and other topics for upper management.
- Ensured compliance with company policies and procedures related to operations.
- Identified areas for improvement in processes, procedures, tools, and technologies used by the operations team.
- Conducted regular meetings with team members to review progress on projects and discuss any issues or concerns they may have had.
- Trained new hires on operational processes and provided ongoing training for existing employees when needed.
- Implemented process improvements which resulted in increased customer satisfaction levels by 10%.
- Resolved escalated customer inquiries in a timely manner while maintaining quality standards.
- Analyzed data from various sources to develop insights into trends impacting operations.
- Coordinated resources across multiple departments in order to meet project deadlines.
- Trained, mentored and motivated employees to maximize team productivity.
- Investigated complaints received from customers regarding poor service quality or delays.
COVID-19 Contact Tracer
Aerotek
Tacoma, WA
11.2020 - 04.2021
- Conducted interviews with individuals who tested positive for COVID-19 to determine the scope of exposure and risk factors.
- Identified close contacts of infected individuals and provided guidance on quarantine procedures.
- Provided health education materials and resources to affected individuals and their families.
- Maintained confidential records of contact tracing activities in accordance with HIPAA regulations.
- Collaborated with public health officials and healthcare providers to ensure accurate information was shared regarding COVID-19 cases.
- Compiled daily reports summarizing contact tracing activities for review by supervisors.
- Assisted in developing strategies for contact tracing efforts within local communities.
- Monitored trends in the spread of COVID-19 by analyzing data from contact tracing efforts.
- Developed an understanding of state laws surrounding privacy issues when conducting contact tracing activities.
- Participated in training sessions conducted by health experts on topics related to virus transmission.
- Completed data entry to facilitate case interview and elicited close contacts into designated system immediately after obtaining.
- Followed set protocol for contacting assigned newly diagnosed COVID-19 case patients and documented contact attempts and timeframes.
Customer Service Specialist
Guardian Fall Protection
Kent, WA
12.2018 - 11.2019
- Answered incoming customer inquiries regarding product and service information.
- Provided assistance to customers in navigating website, placing orders, and resolving complaints.
- Responded to customer emails with accurate product and service information.
- Assisted customers with account maintenance such as resetting passwords and updating contact information.
- Performed data entry of customer orders into the company's order management system.
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Researched complex issues raised by customers, identified solutions, and provided timely responses.
- Processed returns, refunds, exchanges according to company policies and procedures.
- Followed up with customers after transactions to ensure satisfaction levels were met.
- Collaborated with colleagues from other departments in order to resolve customer concerns quickly.
- Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.
Customer Support Team Lead
Vox Mobile
Cleveland, OH
11.2012 - 08.2018
- Provided technical support to customers and team members, troubleshooting customer inquiries in a timely manner.
- Ensured customer satisfaction by providing prompt responses to customer inquiries and complaints.
- Created detailed reports for the management team on customer service activities.
- Developed and implemented strategies to improve customer service processes and procedures.
- Trained new team members on company policies, procedures, products, services, and technologies.
- Conducted regular performance reviews of team members to ensure quality standards were met.
- Resolved escalated customer issues in a professional manner while maintaining positive relationships with customers.
- Monitored calls of team members to ensure adherence to established policies and procedures.
- Coordinated cross-functional teams when needed to resolve complex customer problems quickly.
- Maintained up-to-date knowledge about product features and functionality, industry trends, competitive landscape.
- Managed workflow in support ticketing system; assigned tickets according to skill level and availability of resources.
- Collaborated closely with other departments to ensure successful implementation of projects and initiatives related to client experience improvement.
- Trained staff on customer service best practices and protocols to maximize efficiency and improve customer satisfaction.
Education
High School Diploma -
East Technical High School
Cleveland, OH06-1989
Skills
- Due diligence
- Billing issue resolution
- Customer Engagement
- Account investigations
- Territory Growth
- Terms negotiation
- Billing resolutions
- Account updating
- Microsoft Office proficiency
- Customer relationship development
- Account Administration
- CRM Software
Timeline
Health Account Specialist
Planned Parenthood of the Great Northwest
02.2024 - Current
Cruise COVID Lead Technician
DocGo
10.2021 - 03.2023
Operations Team Lead
Ambulnz
05.2021 - 10.2021
COVID-19 Contact Tracer
Aerotek
11.2020 - 04.2021
Customer Service Specialist
Guardian Fall Protection
12.2018 - 11.2019
Customer Support Team Lead
Vox Mobile
11.2012 - 08.2018
High School Diploma -
East Technical High School
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