Gabrielle Bryant
Summary
Customer service professional with 4 years of experience in contact center operations, patient advocacy, and federal customer support. Proven ability to handle high-volume calls, resolve complex customer inquiries, and ensure compliance with government and healthcare regulations. Recognized for exceeding service goals, improving customer satisfaction, and streamlining processes.
Overview
16
16
years of professional experience
Work History
Contact Representative
Internal Revenue Service
11.2023 - Current
- Assisted over 100+ taxpayers daily, addressing inquiries regarding tax returns, payments, and account discrepancies
- Resolved 95% of taxpayer issues in a single interaction by effectively researching and applying IRS regulations
- Recognized for achieving an accuracy rate of 98% in tax account resolutions, reducing processing errors and rework
- Consistently met or exceeded customer satisfaction goals (95%+ positive feedback) through clear and professional communication
Patient Care Advocate
Cigna/ Accredo Specialty Pharmacy
08.2022 - 03.2023
- Managed an average of 80+ inbound and outbound calls per day, assisting members with healthcare benefits, claims, and appeals
- Successfully processed over 1,500 prior authorizations and appeals within a year, ensuring patients received timely access to care
- Reduced claim disputes by 30% through proactive education on plan coverage and cost-saving alternatives
- Received multiple customer commendations for going above and beyond to resolve complex billing and coverage issues
- Implemented a streamlined documentation process that cut call handling time by 15%, improving department efficiency
Customer Care Representative
CVS Caremark
08.2009 - 06.2013
- Handled an average of 90+ daily inquiries related to prescription refills, insurance coverage, and medication costs
- Recognized for achieving a 98% first-call resolution rate, reducing follow-up calls and enhancing customer satisfaction
- Reduced prescription processing errors by 25% through detailed verification and proactive issue resolution
- Successfully assisted in resolving a high-profile claim dispute, recovering $10,000+ in medication coverage for patients
Education
High school diploma -
Health careers high school
University of Akron
Akron, OHSkills
- Customer Support
- Conflict Resolution
- Call Center Operations
- High-Volume Call Handling
- HIPAA
- Confidential Data Management
- Taxpayer Assistance
- Financial Assistance
- Healthcare Support
- Prescription Benefits Support
- IRS Regulations
- Compliance
- Strong Verbal Communication
- Strong Written Communication
- Time Management
- Multitasking
- Problem-Solving
- Process Improvement
Timeline
Contact Representative
Internal Revenue Service
11.2023 - Current
Patient Care Advocate
Cigna/ Accredo Specialty Pharmacy
08.2022 - 03.2023
Customer Care Representative
CVS Caremark
08.2009 - 06.2013
High school diploma -
Health careers high school
University of Akron
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