Summary
Overview
Work History
Education
Skills
Timeline
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Keaunta Bryant

Geneva,AL

Summary

Dynamic and results-driven professional with extensive experience in customer service and account management, notably at Blue Cross Blue Shield of South Carolina. Excelled in enhancing customer satisfaction and efficiency through expert problem-solving and effective communication. Proficient in CRM software and maintaining professionalism under pressure. Demonstrated ability to improve first call resolution rates and foster team productivity.

Offering positive and adaptable approach, well-suited for fast-paced customer service environments, and eager to learn and grow within industry. Brings foundational understanding of customer interactions and ability to quickly acquire product knowledge and technical skills. Ready to use and develop problem-solving and communication skills in CSR role.

Outgoing and adaptable, with excellent communication and problem-solving skills, capable of delivering high-quality customer service. Possesses solid understanding of customer relations and conflict resolution, with technical proficiency in CRM software and data entry. Ready to enhance customer satisfaction and contribute to team success.

Overview

13
13
years of professional experience

Work History

Contact Center Representative

All In Credit Union
05.2023 - Current
  • Cross-trained and provided backup support for organizational leadership.
  • Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
  • Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
  • Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.

Debt Collector Agent

MRS BPO, LLC
03.2022 - 01.2023
  • Improved customer repayment rates by utilizing effective communication strategies and negotiating payment plans.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Developed strong relationships with customers to foster timely payments and account resolution.
  • Negotiated payment plans with customers to prevent accounts from entering collections.
  • Utilized persuasive communication skills for successful settlement negotiations, minimizing the need for costly legal proceedings.
  • Strengthened company reputation by adhering to ethical collection practices and providing exemplary customer service.

Collection Customer Service Representative

Vantage Sourcing LLC
01.2013 - 11.2015
  • Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Reduced outstanding receivables by consistently following up on overdue payments and negotiating payment arrangements.
  • Streamlined the collections process for enhanced efficiency and accuracy in tracking delinquent accounts.

Provider Service Representative

Blue Cross Blue Shield of South Carolina
10.2011 - 12.2012
  • Developed and updated databases to handle customer data.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Promptly responded to inquiries and requests from prospective customers.
  • Enhanced customer satisfaction by efficiently resolving provider inquiries and concerns.
  • Coordinated with internal departments on behalf of providers to ensure timely payment resolution for claims disputes or other financial matters.

Education

Associate of Applied Science -

Enterprise State Community College
Enterprise
05-2026

High School Diploma -

Geneva High School
Geneva
05-2010

Skills

  • Documentation and reporting
  • Customer Accounts Management
  • Exceptional Keyboarding: Typing: 40wpm
  • Versed in Quality Assurance Controls
  • Results driven achiever with high proficiency with Inbound and outbound consumer phone calls
  • English fluency, Effective and Efficient Multitasking
  • Customer service optimization, Payment Processing
  • Effective and efficient Verbal and written communication
  • Complaint resolution, Time proficient
  • Problem-solving skills, Interpersonal Skills
  • Versed in Excel, Word, Office 365
  • Calm and Professional Under Pressure
  • Teamwork and Collaboration
  • Communicating with clients
  • Remote Office Availability
  • Understanding Customer Needs
  • Product and service knowledge
  • Complaint resolution
  • CRM software
  • Workload management
  • Call handling

Timeline

Contact Center Representative

All In Credit Union
05.2023 - Current

Debt Collector Agent

MRS BPO, LLC
03.2022 - 01.2023

Collection Customer Service Representative

Vantage Sourcing LLC
01.2013 - 11.2015

Provider Service Representative

Blue Cross Blue Shield of South Carolina
10.2011 - 12.2012

Associate of Applied Science -

Enterprise State Community College

High School Diploma -

Geneva High School

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Keaunta Bryant