EBONY BROWN
Greensboro
Summary
Hard-working professional with 9+ years of dedication, and a knowledgeable individual with vast experience providing exceptional customer service to a wide variety of clients. Proven ability to quickly assess customer needs, and provide appropriate solutions. Skilled in resolving customer issues, managing customer relations, and providing detailed product knowledge. Committed to streamlining processes to improve customer service efficiency and satisfaction.
Overview
17
17
years of professional experience
Work History
Claims Representative
Imagenet
Remote
04.2025 - Current
- Processed claims by reviewing documentation and verifying information accuracy.
- Communicated with clients to gather additional information for claim resolution.
- Assisted clients in understanding policy details and claims procedures.
- Processed a high volume of claims efficiently while maintaining quality standards.
Customer Service Representative (contract)
CONDUENT, NA
06.2023 - 12.2024
- Maintained a high level of professionalism when dealing with difficult customers.
- Handled customer complaints and inquiries in a courteous, and efficient manner.
- Resolved customer complaints promptly and efficiently.
- Responded to telephone inquiries and complaints, following standard operating procedures.
- Consistently met or exceeded call center performance goals and objectives.
- Gave accurate and appropriate information to answer questions, troubleshoot issues, and resolve complaints.
- Remained current on industry trends related to work-from-home operations.
Customer Service Representative
DELUXE
Greensboro
04.2019 - 04.2023
- Maintained a high level of professionalism when dealing with difficult customers.
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Resolved customer complaints promptly and efficiently.
- Responded to telephone inquiries and complaints following standard operating procedures.
- Consistently met or exceeded call center performance goals and objectives.
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
- Remained current on industry trends related to work from home operations.
Call Center Agent
ALORICA
Greensboro
01.2017 - 03.2019
- Handled inbound and outbound customer calls
- Provided customers with information on products and services
- Obtained client information and verified accounts
- Updated accounts as needed
- Provided answers to customer inquiries
- Handled data entry into various systems as needed
- Supported material for curriculum and instructions technologies
- Interacted with customers in response to inbound and outbound inquiries, concerns, and requests about products and services
- Phone support (external customers between 100 and more calls) basic troubleshooting steps.
- Managed over 50-80 calls daily
- Provided resolutions to customers' inquiries and requests
- Provided information to customers on how to improve productivity of device at hand
- Followed up on customer inquiries
- Provided information on products and services
- Entered data into customer accounts
- Updated customer records as needed
Customer Service Representative
CONVERGYS
HICKORY
01.2009 - 01.2017
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Resolved customer complaints promptly and efficiently.
- Responded to telephone inquiries and complaints following standard operating procedures.
- Consistently met or exceeded call center performance goals and objectives.
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
- Remained current on industry trends related to work from home operations.
Education
High School Diploma -
SAINT STEPHENS HIGH SCHOOL
HICKORY, NC06.2007
Skills
- Maintained a high level of professionalism when dealing with difficult customers
- Handled customer complaints and inquiries in a courteous and efficient manner
- Resolved customer complaints promptly and efficiently
- Responded to telephone inquiries and complaints, following standard operating procedures
- Consistently met or exceeded call center performance goals and objectives
- Gave accurate and appropriate information to answer questions, troubleshoot issues, and resolve complaints
- Remained current on industry trends related to work-from-home operations
- Handle inbound customer calls (approximately 80 to 150)
- Provide information on how to troubleshoot various Apple devices
- Responsible for scheduling appointments
- Provide customers with information on products and services
- Importing data into the system as needed
- Responsible for providing billing information on past due
- Reviewed and corrected claim errors to facilitate smooth processing
- Compiled and reviewed medical charts
- Explained plans for treatment and payment options
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures
- Applied administrative knowledge and courtesy to explain procedures and services to patients
- Assisted customers with setting appointments, shipping, special order requests, and arranging merchandise pick-up at other locations
- Answered customer telephone calls promptly to avoid on-hold wait time
- Handled inbound and outbound customer calls
- Obtained client information and verified accounts
- Updated accounts as needed
- Provided answers to customer inquiries
- Handled data entry into various systems as needed
- Supported materials for curriculum and instructional technologies
- Interacted with customers in response to inbound and outbound inquiries, concerns, and requests about products and services
- Phone support for external customers with 100 or more calls: basic troubleshooting steps
- Managed over 50 to 80 calls daily
- Provided resolutions to customers' inquiries and requests
- Provided information to customers on how to improve the productivity of the device at hand
- Followed up on customer inquiries
- Provided information on products and services
- Entered data into customer accounts
- Updated customer records as needed
References
References available upon request.
Timeline
Claims Representative
Imagenet
04.2025 - Current
Customer Service Representative (contract)
CONDUENT, NA
06.2023 - 12.2024
Customer Service Representative
DELUXE
04.2019 - 04.2023
Call Center Agent
ALORICA
01.2017 - 03.2019
Customer Service Representative
CONVERGYS
01.2009 - 01.2017
High School Diploma -
SAINT STEPHENS HIGH SCHOOL
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