Bryanna Thomas-Virginia
Houston,TX
Summary
Professional Customer Service Representative committed to providing courteous, prompt, detailed, and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Client Relations Specialist
Eteam
01.2019 - 04.2024
- Cultivated positive working environment within Client Relations team, fostering collaboration among colleagues in pursuit of common goals.
- Investigated and resolved customer inquiries and complaints quickly.
- Collaborated with internal and external stakeholders to create and maintain fraud prevention strategies.
- Interfaced with various internal banking departments to coordinate delivery of other banking services to clients.
- Assessed loan portfolios for compliance with underwriting policies.
- Developed and maintained relationships with customers, lenders and other third parties.
Call Center Lead/Supervisor
US Bank
12.2017 - 01.2019
- Processed payments, loans/financing and brokerage accounts.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Reduced call escalations by empowering agents with necessary tools, knowledge, and decision-making authority.
- Answer escalated calls and/or payment issues
- Ensured adherence to company policies and procedures while fostering a positive work environment that promoted teamwork collaboration among colleagues.
- Evaluate staff effectiveness and performance annually or on at-need basis
- Participated in and created volunteer opportunities
Member Service Representative-Team Lead
HSA Bank a Division of Webster Bank
09.2014 - 12.2017
- Assisted members with online banking, mobile banking and account documentation/updates.
- Provided knowledge about HSA, HRA, FSA accounts.
- Verified member identification and documentation for compliant transactions.
- Promoted superior experience by addressing member concerns, demonstrating empathy, and resolving problems swiftly.
- Brokerage and Savings account management
- Educated members of Pension and 401k options.
Medical Receptionist
Lake View Terrace Rehabilitation Center
06.2012 - 09.2014
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Improved front office organization by implementing new filing systems and maintaining cleanliness in waiting areas.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Obtained payments from patients and scanned identification and insurance cards.
Education
Some College - Nursing
MATC
Milwaukee, WI09.2021
High School Diploma -
Messmer High School
Milwaukee, WI06.2012
Skills
- Administrative and Office Support
- Analytical Skills
- Customer Relations
- Negotiation
- Technical Support/Troubleshooting
- Project Management
- CRM Software
- Sales/Marketing
- Healthcare/Banking
- Financial services Proficient in Microsoft Office Outlook 365-Word, Adobe, Excel, PowerPoint, MASK, CUSP, Hogan
Certification
- Food Handler/ TABC Certification
- Driver's License
- Early Childhood Education
- Dietary Aide
Volunteer Experience
- Breast Cancer Awareness
- Habitat for Humanity
- Boys and Girls Club
Timeline
Client Relations Specialist
Eteam
01.2019 - 04.2024
Call Center Lead/Supervisor
US Bank
12.2017 - 01.2019
Member Service Representative-Team Lead
HSA Bank a Division of Webster Bank
09.2014 - 12.2017
Medical Receptionist
Lake View Terrace Rehabilitation Center
06.2012 - 09.2014
Some College - Nursing
MATC
High School Diploma -
Messmer High School
- Food Handler/ TABC Certification
- Driver's License
- Early Childhood Education
- Dietary Aide
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