Karmicia Briley
Columbus,OH
Summary
Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
14
14
years of professional experience
Work History
Universal Member/Provider Customer Service Representative
Buckeye Health Plan
Columbus, Ohio
02.2019 - 06.2022
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended products to customers, thoroughly explaining details.
- Educated customers about billing, payment processing and support policies and procedures.
Customer service Rep
VSP Insurance, World
Columbus, Ohio
08.2015 - 02.2019
- Helping people see by providing a World Class customer experience that is fast, friendly, and of high quality
- Creating loyalty and add value through interactions, claims payment, and self-service options for doctors, members, and clients.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Digital support Associate
Huntington Bank
01.2014 - 08.2015
- Worked individually and as a team to meet and exceed established goals while providing exceptional customer service to internal/external customer by delivering prompt and accurate answers to online banking customers, identifying new opportunities and solution
- Adhered to quality and time-sensitive call center metrics when answering inbound phone and chat correspondence.
Home Equity Customer Service Rep
JPMorgan Chase
11.2011 - 01.2014
- Address Serving Questions including issues about payments, loan documents and terms and taxes and insurance
- Responsible for offering other Chase products or services to meets the customers' needs Maintain high satisfaction and quality scores while meeting efficiency goals
- Also responsible for understanding the firm mortgage servicing policies as well as legal compliance regulations.
Collections Representative, Collections Agent
MRS Associates
11.2010 - 11.2011
- Collect Payments on past due accounts
- Create a list of people who have not made payment
- Organize list according to severity delinquency
- Locate customer using credit bureau information's, background checks, loan documents, and other paperwork or database.
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
- Investigated accounts with balance errors using accounting software.
Retention Specialist
Affinion Group
06.2008 - 10.2010
- Marked scripted resale efforts in order to retain the member up-sell and or cross other memberships products
- Organize access and comprehend products knowledge.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
Education
Linden McKinley High School
Skills
- Customer Service
- Call Center
- Mentors/trainers for new and established employees Helped company attain the highest customer
- Listening skills,
- Problem resolution and politeness
- Courteous with Strong Service Mindset
- Productivity Standards
- Business Development
- Upselling Products and Services
- Calm and Professional Under Pressure
- Customer Billing
- Issue and Complaint Resolution
- Call Documentation
- Call Control
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Timeline
Universal Member/Provider Customer Service Representative
Buckeye Health Plan
02.2019 - 06.2022
Customer service Rep
VSP Insurance, World
08.2015 - 02.2019
Digital support Associate
Huntington Bank
01.2014 - 08.2015
Home Equity Customer Service Rep
JPMorgan Chase
11.2011 - 01.2014
Collections Representative, Collections Agent
MRS Associates
11.2010 - 11.2011
Retention Specialist
Affinion Group
06.2008 - 10.2010
Linden McKinley High School