JENNICE BROWN
Antioch,CA
Summary
Versatile and proactive customer service specialist delivering top-tier support to clients across diverse industries. Proficient in leveraging advanced communication techniques, empathetic listening skills, and strategic problem-solving to exceed customer expectations and drive satisfaction metrics. Adept at navigating complex customer inquiries, diffusing escalated situations, and proactively addressing potential issues.
Overview
6
6
years of professional experience
Work History
Customer Care Representative
Bay Alarm
Concord, California
02.2023 - 11.2024
- Updated system with order specifics and customer details, preferences, and billing information.
- Assisted customers in navigating through website features and functions to locate desired information or products.
- Updated databases with new and modified customer data.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered customer inquiries over the phone and via email.
- Strengthened customer retention by offering discount options.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
- Delivered customer support to high call load each shift.
- Contacted customers about potential service upgrades, new services and account changes.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
Customer Service Representative
Health Net
11.2020 - 10.2022
- - Provided exemplary customer service to patients and healthcare professionals in a fast-paced and dynamic environment
- Managed a high volume of incoming calls, emails, and inquiries with efficiency and professionalism
- Demonstrated advanced knowledge of healthcare terminology, insurance policies, and medical procedures to accurately assist customers
- Utilized electronic health record (EHR) systems and medical billing software to access patient information, process payments, and update records
- Collaborated with healthcare providers and insurance companies to resolve billing discrepancies and facilitate claims processing
- Acted as a liaison between patients and healthcare providers, ensuring clear and effective communication of treatment plans and appointment scheduling
- Maintained confidentiality and adhered to HIPAA regulations in all interactions and data management processes
Security Guard
Allied Universal Security Services
07.2018 - 08.2020
- - Conducted routine patrols and inspections of designated areas to ensure the safety and security of premises
- Monitored surveillance cameras and alarm systems, promptly responding to any signs of unauthorized activity or security breaches
- Completed thorough incident reports documenting any security incidents, disturbances, or violations of company policies
- Utilized security software systems, such as access control systems and incident reporting software, to maintain accurate records and track security-related activities
- Collaborated with law enforcement agencies and emergency response teams to coordinate responses to security threats or emergencies
Education
High School Diploma -
La Paloma High School
Brentwood, CA06.2018
Skills
- Zendesk
- Salesforce
- Knowledge Base Software
- Workflow Optimization
- Java Script
- Medical Terminology
- Fast typing60 wpm
- Quality Assurance
- POS Systems
- Project Management
- Clerical Support
- Account Management
- Vendor Relations
- Microsoft Excel/Office
- Netforum
- Fraud Detection/Prevention
- Search Engine Optimization(SEO)
- Helpdesk Software
- Data Analysis Tools
- Remote Desktop Software
- Content Creation
- Subrogation
- Customer Relationship Management
Timeline
Customer Care Representative
Bay Alarm
02.2023 - 11.2024
Customer Service Representative
Health Net
11.2020 - 10.2022
Security Guard
Allied Universal Security Services
07.2018 - 08.2020
High School Diploma -
La Paloma High School