Cheryl Brazie
Yorktown,VA
Summary
Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Overview
8
8
years of professional experience
Work History
Customer Service Escalation Lead
Cigna Healthcare
WFM, VA
04.2024 - Current
- Maintained accurate records of all conversations with customers during the escalation process.
- Communicated regularly with customers via phone calls or emails regarding their concerns or questions about plans and services.
- I researched potential solutions for escalated cases using various online resources or databases.
- Engaged in conversations with customers to understand needs, resolve issues, and answer questions.
- Updated databases with new and modified customer data.
Customer Service Representative
Cigna Healthcare
WFM, VA
03.2023 - 04.2024
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures and processed payments, and provided payment. Engaged in conversation with customers to understand needs, resolve issues, and answer product questions.
- Updated databases with new and modified customer data.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Customer Service Team Lead
Evolent Health /Global Insight Staffing
Arlington Heights, VA
09.2021 - 01.2023
- Provided training and guidance to customer service representatives on policies, procedures, and best practices.
- Ensured that customer inquiries were handled promptly and accurately by providing feedback on performance.
- Monitored customer interactions with the team to identify areas of improvement or opportunities for growth.
- Assisted in resolving escalated customer complaints or issues in a timely manner.
- Collaborated with other departments to ensure that customers' needs were met within established timelines.
- Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
Customer Care Representative
CVS Caremark
Knoxville, Tennessee
11.2020 - 08.2021
- Paid attention to detail while completing assignments.
- Organized and detail-oriented with a strong work ethic.
- Passionate about learning and committed to continual improvement.
- Strengthened communication skills through regular interactions with others.
Medical Intake Specialist
Patient Advocate Foundation
Hampton, Virginia
03.2017 - 09.2020
- Responded to customer needs through competent customer service and prompt problem-solving.
- Logged call information and solutions provided into internal database.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
Associate of Applied Science - Business Management
Kent State
Burton, OHSkills
- Coaching and Mentoring
- Reporting and documentation
- Customer Service
- De-Escalation Techniques
- Problem-Solving
- Interpersonal Skills
- Multitasking
- Reliability
- Time management abilities
- Medical terminology knowledge
- Call Center Operations
- Active Listening
- Professionalism
- Understanding Customer Needs
- Customer Data Confidentiality
Timeline
Customer Service Escalation Lead
Cigna Healthcare
04.2024 - Current
Customer Service Representative
Cigna Healthcare
03.2023 - 04.2024
Customer Service Team Lead
Evolent Health /Global Insight Staffing
09.2021 - 01.2023
Customer Care Representative
CVS Caremark
11.2020 - 08.2021
Medical Intake Specialist
Patient Advocate Foundation
03.2017 - 09.2020
Associate of Applied Science - Business Management
Kent State
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