BRYANNI ROLLERSON
Petersburg,VA
Summary
Agile team leader and analytical problem-solver with talents for team building, motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Offering over 7 years of experience. Confident and committed to promoting positive customer outcomes through dynamic communication and exemplary engagement skills.
Overview
9
9
years of professional experience
Work History
Sr. Permit Coordinator
SimpliSafe
04.2022 - Current
- Recorded and edited minutes of meetings and distributed them to appropriate officials or staff members.
- Worked closely with applicants to determine eligibility and verify the accuracy and integrity of application data.
- Stayed up-to-date on multi-state laws and licensing requirements to complete accurate and efficient reviews.
- Exemplary organizational skills, particularly in digital information management and digital account management. Proficient in Microsoft Excel & Google Suites (Gmail, Sheets, Docs, Drive)
- Assisted newly hired clerks in learning about application reviews and verification procedures, performance strategies, and customer service techniques.
- Performed routine data entry or document management.
- Issued public notification of official activities or meetings.
- Processed payments for fines and fees, maintained accurate drawers, issued receipts, and updated account balances.
- Updated operational records or licensing information using computer terminals.
- Communicate directly with alarm administrators, municipality police departments, as well as customers via call and email to ensure that permitting process is progressing and SimpliSafe is adhering to alarm ordinance requirements
- Investigate, research and cross-reference permitting requirements for new and updated municipalities
- Manage and own responsibility for assigned municipalities. Responsible for ensuring registration through physical mail as well as email, false alarm fines, and handling various letters
Customer Retention Consultant
SimpliSafe
12.2020 - 04.2022
- Design and implement customer retention strategies to increase loyalty and retain business
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Handled escalated calls of irate customers transferred from tier 1 agents. De-escalated customer complaints.
- Onboarded and managed new client accounts to boost retention rates.
- Preserve SimpliSafe customers and their safety by developing an understanding of their home security needs and providing them with personalized monitoring solutions via inbound phone calls
- Work independently and in a team environment- remotely
- Provide accurate and timely communication in writing and orally, regarding assignments, and provide referral and coordination services upon request
- Handle customer concerns with sensitivity and patience; follow up on situations to ensure repeat business and customer satisfaction
- Derives all necessary information from customer to update database.
- Provided feedback on product or service improvements to better meet customer needs and expectations.
- Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
Eligibility Associate- Medicaid Case Worker/Medicaid CSR
Conduent
10.2018 - 12.2020
- Verify data in support of the public assistance eligibility determination
- Review Medicaid applications submitted
- Communicate with clients on case status and answer questions pertaining to their case
- Work in correlation with the department of Social Services to regulate and support the medical services programs
- Identify problems in straightforward situations, and make sound decisions using standard procedures regulated by the State
- Processed and handled medical records in accordance with HIPA laws
- CSR in a high traffic call center
- Executes routine inbound and outbound call center activities concerning the business products/services in order to meet SLAs
- Derives all necessary information from customer to update database
- Processed Medicaid applications, renewals, customer inquires and all other Medicaid related processes.
Call Center Customer Service Representative
Concentrix
07.2017 - 01.2018
- Handle inbound and outbound member, provider and physician calls
- Answer questions related to pharmacy benefits, while maintaining productivity standards and performance guarantees
- Use computerized system to gather information and respond to questions
- Work with other operational departments to research and resolve mail order and claims issues
- Document issues and resolutions in a common database
- Identify and escalate in a prudent manner, concerns received from patients and/or clients
- Processed and handled medical records in accordance with HIPA laws.
Customer Service Junior Sales Apparel associate
JCPenny
04.2016 - 01.2017
- Resolved customer relations issues by utilizing excellent verbal, written and communication skills
- Generated sales with excellent product knowledge
- Replenished and restocked merchandise
- Utilized loss prevention compliance rules with the store security and guidelines
- Exhibited excellent customer service skills with direct customer interaction
- Processed transactions through the POS terminal
- Responsible for handling merchandise returns and discrepancies
- Escorted customers to products, answered questions about uses and made sure all questions answered and no additional help was needed.
Head Customer Service POS
Kohl's
11.2015 - 05.2016
- Processed transactions through the POS terminal for activation or denial of Kohl's charge applications to generate sales
- Performed tasks including but not limited to: processing credit applications, point of sales purchases, customer support, responding to inquiries, customer database entries, document filing, and any other miscellaneous tasks as requested
- Responsible for promotional displays on the sales floor and merchandise organization
- Adhered to the 'Yes We Can' policy and efficiently resolved customer's questions and inquiries
- Responsible for overseeing other POS associates' schedules as well as their attention to work
- Displayed excellent verbal, written communication skills and detail-oriented
- Cashiering experience with the ability to maximize sales.
Customer Service Food & Beverage
Kings Dominion
03.2015 - 07.2015
- Processed transactions through POS terminal accurately and efficiently to generate sales
- Facilitated optimal customer service with a friendly, personal attitude to all guests
- Answered customer requests promptly and coordinated swift resolutions
- Assembled/prepped food
- Maintained cleanliness to help maintain a counter and grounds area
- Utilized excellent analytical and reasoning skills under pressure with fast and accurate transactions.
Education
Bachelor of Science - Biology
Virginia State University
Petersburg, VA08.2025
Skills
- Complaint resolution
- Report preparation
- Customer Service
- Project Management
- Customer Relations
- Documentation and Paperwork
- Proficiency in Word and Excel
- Health Insurance
- Customer Relationship Management (CRM)
- Written Communication
- Case Management
- Teamwork and Collaboration
- Data Entry/ Data analysis
- Multitasking Abilities
- Flexible and Adaptable
- Budgeting and finance
Timeline
Sr. Permit Coordinator
SimpliSafe
04.2022 - Current
Customer Retention Consultant
SimpliSafe
12.2020 - 04.2022
Eligibility Associate- Medicaid Case Worker/Medicaid CSR
Conduent
10.2018 - 12.2020
Call Center Customer Service Representative
Concentrix
07.2017 - 01.2018
Customer Service Junior Sales Apparel associate
JCPenny
04.2016 - 01.2017
Head Customer Service POS
Kohl's
11.2015 - 05.2016
Customer Service Food & Beverage
Kings Dominion
03.2015 - 07.2015
Bachelor of Science - Biology
Virginia State University
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