Danica Brown
Sandersville,USA
Summary
Experienced Customer Experience Specialist with 8+ years of expertise in enhancing customer satisfaction through innovative process improvements and feedback implementation. Proven track record in training development, customer retention, and quality assurance, consistently driving service delivery excellence. Adept at fostering collaborative environments and dedicated to advancing customer advocacy and streamlining operations for optimal results.
Experienced with troubleshooting complex technical issues to ensure smooth operations. Utilizes effective communication and problem-solving skills to resolve user concerns promptly. Knowledge of customer service principles and support tools, fostering positive user experiences.
Support professional with robust background in providing comprehensive support and resolving technical issues efficiently. Known for strong collaboration and delivering results in team-oriented environment. Known for troubleshooting capabilities and effective communication, adapting to evolving needs to maintain high service standards.
Overview
9
9
years of professional experience
Work History
Payor Partnership Support Specialist
Remote Concentrix
08.2021 - 08.2024
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
Claims Adjuster
Remote Progressive
02.2020 - 06.2024
- Negotiated favorable settlements with claimants, attorneys, and other insurance carriers to minimize financial risk for the company.
- Examined claims forms and other records to determine insurance coverage.
- Verified insurance claims and determined fair amount for settlement.
- Maintained compliance with state regulatory requirements through meticulous documentation and adherence to company policies.
Billing Representative
Remote BOA
04.2020 - 04.2024
- Reviewed and solved account and billing discrepancies.
- Trained new hires on company-specific billing software, policies, and procedures, promoting team cohesion and productivity.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Worked effectively with medical payers such as Medicare, Medicaid, and commercial insurances to obtain timely and accurate payments.
Phone and Chat Support Agent
Sitel
03.2019 - 01.2024
- Handled customer inquiries via phone and chat, resolving issues efficiently and enhancing satisfaction.
- Achieved high customer satisfaction scores, contributing to team performance goals.
- Developed strong communication and problem-solving skills, improving response times.
- Addressed complex customer issues, leading to measurable improvements in service quality.
- Collaborated with team to streamline processes, resulting in improved operational efficiency.
- Provided empathetic support to customers through phone and chat, enhancing overall satisfaction and fostering brand loyalty.
- Resolved customer inquiries efficiently, leading to noticeable reductions in call handling time and improved service metrics.
- Collaborated with team members to streamline communication processes, resulting in faster resolution times and enhanced team synergy.
- Remote
Patient Care Coordinator
Remote Vituity
04.2020 - 04.2023
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Optimized scheduling processes to enhance patient experiences.
- Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.
Administrative Assistant
Remote Hire Bridge
07.2017 - 08.2019
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
Customer Experience Specialist
Aveanna
01.2016 - 01.2019
- Resolved customer queries swiftly, enhancing satisfaction and loyalty.
- Streamlined support processes with teams, improving response times.
- Analyzed feedback to identify service gaps, boosting efficiency.
- Developed training materials to empower staff in handling complex issues.
- Facilitated inter-department communication for consistent experiences.
- Implemented customer feedback systems, leading to noticeable improvements in service delivery and enhanced client satisfaction.
- Fostered interdepartmental collaboration to address service bottlenecks, significantly reducing response times and streamlining processes.
- Analyzed customer interactions to pinpoint service weaknesses, driving targeted solutions that resulted in measurable efficiency gains.
- Trained and mentored staff on complex issue resolution, building a more capable team and improving overall service quality.
- Maintained comprehensive records of customer interactions, ensuring accurate data tracking and enhancing service accountability.
- Remote
Customer Support Advocate
CVS
01.2016 - 01.2019
- Resolved customer inquiries, enhancing satisfaction and loyalty through effective communication.
- Managed high-volume calls, reducing wait times and improving service efficiency.
- Collaborated with team to streamline processes, achieving notable improvements in response times.
- Analyzed customer feedback, implementing changes that led to increased satisfaction.
- Provided training to new staff, fostering a supportive and knowledgeable team environment.
- Provided exceptional customer service, fostering positive relationships and enhancing client retention through personalized support.
- Resolved customer inquiries efficiently, achieving a notable reduction in response times and boosting overall satisfaction ratings.
- Remote
Education
High School Diploma - undefined
Washington County High School
Skills
- Training Development
- Customer Retention
- Feedback Implementation
- Process Improvement
- Service Delivery
- Record Keeping
- Conflict Resolution
- Customer Advocacy
- Quality Assurance
- Sales Support
- Technical Support
- Time Management
- Emotional Intelligence
- Change Management
- Customer Insights
- Customer Journey Mapping
- Client Relationship Management
- Sales Strategy
- Performance Metrics
- Customer service
- Remote support
- Support services
- Customer relationship management
- SLA compliance
- Ticket management
- Trend analysis
- Security protocols
Timeline
Payor Partnership Support Specialist
Remote Concentrix
08.2021 - 08.2024
Billing Representative
Remote BOA
04.2020 - 04.2024
Patient Care Coordinator
Remote Vituity
04.2020 - 04.2023
Claims Adjuster
Remote Progressive
02.2020 - 06.2024
Phone and Chat Support Agent
Sitel
03.2019 - 01.2024
Administrative Assistant
Remote Hire Bridge
07.2017 - 08.2019
Customer Experience Specialist
Aveanna
01.2016 - 01.2019
Customer Support Advocate
CVS
01.2016 - 01.2019
High School Diploma - undefined
Washington County High School