CHARLOTTE BRAKEFIELD
Yukon,OK
Summary
Dynamic professional with a robust background in customer interactions and service solutions, dedicated to fostering exceptional customer experiences. Expertise in conflict resolution, communication, and problem-solving drives consistent customer satisfaction and loyalty. A collaborative team player, adaptable to evolving needs, with a relentless focus on achieving results through efficient and empathetic service delivery. Recognized for reliability and a proactive approach to aligning customer and organizational objectives.
Overview
5
5
years of professional experience
Work History
Customer Service Representative II
LIBERTY Dental Plan
Oklahoma City, Oklahoma
07.2023 - 12.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Managed 80+ calls per day from members regarding benefits and claims.
MEDICAL OFFICE MANAGER
NANDA ORTHODONTICS
Edmond, OK
02.2020 - 12.2022
- Trained and supervised new staff, providing orientation and training for new practices and procedures.
- Developed and implemented standard policies and procedures to verify compliance with regulations.
- Oversaw inventory to purchase needed medical and office supplies.
- Oversaw the maintenance of patient records in accordance with HIPAA regulations and office procedures.
- Coordinated staff meetings to inform all staff members of policy changes and relevant healthcare topics.
- Transmitted correspondence and medical records by mail, email or fax.
- Obtained proper authorizations for services, procedures and equipment necessary for patient care.
- Interviewed patients to complete documents, case histories and intake and insurance forms.
- Managed approximately 50+ incoming calls, emails and faxes per day.
Education
Associate of Science - Accounting Specialist
OKLAHOMA CITY COMMUNITY COLLEGE
Oklahoma City, OK05.1985
Skills
- Accounts payable management
- Operational analysis
- Medical appointment coordination
- Efficient task management
- Patient communication
- Patient care coordination
- Human resources management
- Customer feedback analysis
- Strategic planning
- Customer service expertise
- Technical documentation
- Conflict resolution strategies
Timeline
Customer Service Representative II
LIBERTY Dental Plan
07.2023 - 12.2024
MEDICAL OFFICE MANAGER
NANDA ORTHODONTICS
02.2020 - 12.2022
Associate of Science - Accounting Specialist
OKLAHOMA CITY COMMUNITY COLLEGE
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