Deanne Brito
Killeen
Summary
Seasoned Customer Service Representative with over 6 years of experience in resolving customer inquiries, maintaining strong relationships, and enhancing service delivery. Proven expertise in technical support, issue resolution, and fostering customer satisfaction. Adept at handling high-volume environments while implementing service improvements. Seeking to leverage these skills as a Customer Support Specialist.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
HIGHMARK INC
10.2022 - Current
- Achieved a 95% customer satisfaction rate as measured by post-interaction surveys by providing prompt and thorough resolutions to inquiries.
- Reduced average handling time by 15% by effectively leveraging CRM tools to document and resolve service requests.
- Improved first-call resolution rates by 10% by clearly communicating service benefits and addressing complex member issues.
- Enhanced claims resolution efficiency by collaborating with internal teams, leading to a 20% decrease in processing time.
- Ensured compliance with healthcare privacy and security protocols, including strict adherence to HIPAA laws protecting PHI.
- Worked in CRM and ticketing systems with rigorous tracking and detailed documentation requirements.
Customer Support Advisor
KELLY SERVICES
06.2021 - 05.2022
- Increased customer self-service adoption by 25% by educating users on benefit plans and self-service tools.
- Improved resolution rates by 15% as measured by case metrics by analyzing and addressing recurring customer concerns.
- Achieved team service goals consistently by sharing effective service strategies and fostering a collaborative environment.
- Provided technical support for customer inquiries, ensuring accurate issue resolution using ticketing systems.
- Maintained detailed and organized records within CRM platforms to ensure seamless case tracking and follow-up.
Customer Service/Fulfillment Associate
SAM'S CLUB
08.2020 - 01.2021
- Boosted sales by 10% as measured by customer transactions by providing personalized product recommendations.
- Enhanced fulfillment efficiency by reducing order inaccuracies by 20% through diligent inventory management.
- Maintained a 90% positive feedback rate by resolving account-related issues with professionalism and empathy.
Team Leader
COOK OUT
11.2017 - 10.2020
- Increased team productivity by 15% by implementing structured training programs for new employees.
- Improved staff retention rates by 10% as measured by quarterly reviews by fostering a positive work environment.
- Achieved operational efficiency by streamlining team workflows, reducing task completion times by 20%.
Education
Associate of Applied Science - Computer Science
Central Texas College
Killeen, Texas (Remote)11.2025
High School Diploma -
Pine Forest High School
Fayetteville, NC06-2018
Skills
- Proficient in Customer Relationship Management (CRM) platforms
- Technical troubleshooting and software navigation
- Knowledge of healthcare and benefit plan structures
- Data entry accuracy and management
- Expertise in Microsoft Office Suite and service desk tools
- Case Management Systems (CMS) expertise
- Data security and HIPAA compliance awareness
- Advanced troubleshooting techniques
- Workflow optimization within CRM and ticketing tools
Hard Skills:
- Empathy and active listening
- Clear and effective verbal and written communication
- Adaptability in high-pressure situations
- Collaborative teamwork in remote environments
- Problem-solving and analytical thinking
- Detail-oriented documentation
- Time management in dynamic support environments
- Proactive customer education strategies
Soft Skills:
Timeline
Customer Service Representative
HIGHMARK INC
10.2022 - Current
Customer Support Advisor
KELLY SERVICES
06.2021 - 05.2022
Customer Service/Fulfillment Associate
SAM'S CLUB
08.2020 - 01.2021
Team Leader
COOK OUT
11.2017 - 10.2020
Associate of Applied Science - Computer Science
Central Texas College
High School Diploma -
Pine Forest High School
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