Hi, I’m
BROOKE CROFT
Customer Service (Remote Work)
Madisonville,TN
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer service. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
13
years of professional experience
Work History
UnitedHealth GroupRemote
Customer Service Advocate
09.2022 - 01.2023
Job overview
- Managing 75+ inbound/outbound member service calls daily regarding health insurance plans & all other health related concerns with 100% call metrics rating, keeping hold & transfer times to minimal by utilizing all available resources including usage of multiple healthcare software systems across multi window computer screens
- Effectively listening & asking probing questions in professional manner & empathetic tone while documenting call communications being detail orientated so as to establish the best path of care
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Diversified Maintenance LLC.Sweetwater, TN
Commercial Cleaner
07.2015 - 12.2022
Job overview
- Professionally clean commercial property buildings 3x weekly duties include dusting all offices & public access areas, wiping down any & all furniture & glass surfaces, cleaning bathrooms & break rooms as well as to restock toiletries when needed, empty all trash containers, vacuum & mop floors & maintain outside grounds as to keep direct entryways neat & free of trash & debris
- Organized and used industrial cleaning products following strict safety procedures.
- Report any damages to regional supervisor or if any additional deep cleaning is required to facility.
EdFinancial ServicesRemote
Client Relations Specialist
06.2022 - 09.2022
Job overview
- Managing 50+ inbound/outbound client account calls daily with 100% call metrics rating concerning student loan debt accounts while also building strong relationships with clients through effective communication and consistent follow-up.
- Assisting clients with collecting payments, establishing payment arrangements, refinancing options & educating callers on new government policies concerning student loan debt accounts while documenting call notes on any & all financial agreements
- De-escalating callers who may call in with concerns requesting to speak with management & attempt to come to a resolution on the matter without involving a higher authority's consent.
ElavonRemote
Customer Service/Tech Support Representative
08.2021 - 05.2022
Job overview
- Responding to a constant flow of customer calls regarding business merchant accounts assisting with both financial inquiries & technical assistance for credit/debit card terminal machines
- Navigating across multiple computer software platforms to assist merchants with payment processing related inquiries or errors, misread card number information from previously entered transactions, refund requests, daily batch total information or discrepancies & much more
- Tier II technical support relating to credit/debit card terminals assisting with the troubleshooting of payment errors received, software downloads or upgrades, system malfunctioning & the issuing of a new device.
Tellico Services Inc.Tellico Plains, TN
Sewing Machine Operator
11.2018 - 08.2021
Job overview
- Completed quick & safe sewing of materials to keep production on schedule
- Maintaining a neat & clean workspace to effectively sew materials as to avoid any mistakes
- Inspection of completed product as to touch up & trim any areas necessary on product.
King's ConstructionTellico Plains, TN
Assistant Manager
02.2010 - 10.2018
Job overview
- Developed detailed plans based on broad guidance and direction.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
Education
Tellico Plains High SchoolTellico Plains, TN
High School Diploma
05.2005
Skills
- Time Management
- Data Entry
- Multi-tasking
- Great Written & Verbal Communication
- Detail Orientated
- Active Listening
- Conflict Resolution
- Customer Centric
- Medical terminology
- Microsoft Products
Timeline
Customer Service Advocate
UnitedHealth Group
09.2022 - 01.2023
Client Relations Specialist
EdFinancial Services
06.2022 - 09.2022
Customer Service/Tech Support Representative
Elavon
08.2021 - 05.2022
Sewing Machine Operator
Tellico Services Inc.
11.2018 - 08.2021
Commercial Cleaner
Diversified Maintenance LLC.
07.2015 - 12.2022
Assistant Manager
King's Construction
02.2010 - 10.2018
Tellico Plains High School
High School Diploma