Desire' Briggs
Dallas,TX
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
11
11
years of professional experience
Work History
Patient Advocate
CloudRx
09.2023 - Current
- Facilitated communication between patients and various departments and staff.
- Provided excellent customer service to patients and medical staff.
- Enhanced patient satisfaction by addressing concerns and providing information on healthcare rights and options.
- Assisted patients in understanding individual rights and responsibilities in regards to care, coverage, and payment.
- Educated customers on medications, appropriate dosage.
- Calculated day supply for medications.
- Managed approximately 30 incoming calls per day from customers.
Senior Customer Service Representative
American Honda Finance
11.2021 - 07.2023
- Conducted regular training sessions for staff, ensuring consistent delivery of exceptional service quality.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Consistently exceeded performance targets, earning recognition as top-performing Senior Customer Service Representative on multiple occasions.
- Maintained up-to-date knowledge of product and service changes.
- Streamlined processes for creating, updating, and distributing training materials, resulting in significant time savings for staff members involved in these tasks.
- Developed individualized training plans to achieve staff readiness.
- Monitored participant workflow and behaviors throughout training process.
- Take high volume of inbound calls.
- Process lien release on vehicles.
- Process title request.
- Admin/ Clerical work.
- Received and processed credit card and checking account payments.
Customer Service Advocate | Resolution Specialist
Globe Life And Accident Insurance Company
11.2018 - 10.2021
- Received and processed check and credit payments
- Admin/Clerical work
- Processing documents
- Adhered to company procedures and policies including maintaining relationships that matched with company's core values
- Served multiple customers simultaneously in stressful environment
- Ensured client had excellent customer service at all levels of experience
- Maintained accurate records and files through agency documentation system
- Thoroughly review life insurance policies while following HIPPA law
- Handle Escalated Calls
- Data Entry
- Submit documents.
- Implemented new strategies to reduce average call handling time while maintaining high-quality service.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Customer Service Representative, Collections Specialist, Sales Agent
Teleperformance USA
05.2013 - 10.2018
- Championed promotional items to achieve sales goals
- Interfaced with customers to determine purchasing needs, directed them to appropriate items, and recommended additional products
- Served multiple customers simultaneously in stressful environments
- Created phone call scheduling strategy when calling back customers in order to maintain consistent contact
- Averaged call resolution time of less than [number] minutes for successful payment of past due balances
- Followed all regulations regarding fair debt practices and privacy
- Maintained positive relationships with clients in order to return their accounts to good standing
- Negotiated terms of payment for clients in order to resolve delinquent accounts
- Successfully collected on past due accounts averaging 3 months old
- Yielded high volume of calls, more than 100 calls per day, in corporate setting
- Accepted and processed customer payments in cash, credit cards and checks, checking for validity
- Greeted customers and offered them assistance where possible
- Informed customers about current promotions and sales, encouraging them to take advantage
- Submitted orders for processing
- Listen effectively and empathize with customers
- Ask questions to interpret, analyze and anticipate caller's situation as to resolve problems
- Attend regular meetings
- Communicate and coordinate with other departments to resolve inquiries.
Education
Associate of Science Degree -
Southern University Shreveport
Shreveport, LA05.2018
High School Diploma -
Huntington High School
Shreveport, LA05.2013
Skills
- Skilled Collaborator
- Clerical Skills
- Microsoft Office
- 40 WPM
- Multi-line Telephone Console System
- Policy Implementation
- Solution Oriented Professional
- Customer retention
- Rapid and Adaptive
- EXCEL
- Clear oral and written communication
- Customer satisfaction
- Positive attitude
- Problem solving
- Dealertrack
- Committed High Achiever
- PioneerRx
Timeline
Patient Advocate
CloudRx
09.2023 - Current
Senior Customer Service Representative
American Honda Finance
11.2021 - 07.2023
Customer Service Advocate | Resolution Specialist
Globe Life And Accident Insurance Company
11.2018 - 10.2021
Customer Service Representative, Collections Specialist, Sales Agent
Teleperformance USA
05.2013 - 10.2018
Associate of Science Degree -
Southern University Shreveport
High School Diploma -
Huntington High School
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