LABRITTANY RUTLEDGE
Birmingham,United States
Summary
Customer-focused professional with a background in customer service roles and a proven track record of consistently improving operational processes to enhance the overall customer experience. Known for providing top-notch client support, maintaining high levels of customer satisfaction and loyalty. Exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously.
Overview
6
6
years of professional experience
Work History
Phone Banker
Regions Bank
11.2023 - Current
- Provided customer support and assistance with various banking transactions such as account transfers and balance inquiries.
- Utilized secure payment methods to process phone payments effectively and efficiently.
- Identified and addressed customer needs, directing them towards relevant departments or resources for further support.
- Demonstrated commitment to adherence of legal and regulatory requirements in the provision of banking services.
- Enhanced customer decision-making by supplying them with essential product details.
- Responded to inquiries from customers regarding their credit cards and accounts.
Remote Support Agent
Kelly Connect
Remote
11.2022 - 11.2023
- Successfully managed multiple tasks with adherence to tight timelines.
- Recorded and documented all customer interactions and transactions to ensure accurate references.
- Enhanced customer experience by offering additional products and services.
- Guided customers in navigating the company's website to find desired information or items.
- Offered professional assistance to customers by addressing their incoming calls regarding product inquiries, billing queries, and various service-related concerns.
- Updated customer accounts, addresses, and contact information in call management databases.
- Delivered exceptional customer service by promptly and professionally addressing inquiries during incoming call interactions.
- Utilized remote access tools to connect remotely with customers' systems when necessary.
Remote Customer Service Representative
BCBS of Alabama
Remote
09.2021 - 10.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Processed insurance claims accurately, streamlining billing procedures for both patients and the practice.
- Provided exceptional customer service to patients by promptly addressing concerns and resolving issues related to billing or insurance claims.
- Increased patient satisfaction by efficiently processing insurance claims and addressing inquiries.
- Expedited insurance claims processing by verifying coverage details thoroughly, minimizing billing discrepancies.
Insurance Claims Processor
State Farm Insurance
Remote
10.2018 - 09.2021
- Conducted thorough reviews and analysis of claims to guarantee accuracy, completeness, and adherence to company policies.
- Utilized specialized software for processing claims, data entry, and report generation.
- Demonstrated expertise in explaining insurance policies and claims processes to effectively address customer inquiries
- Maintained detailed records of processed claims for easy retrieval during audits or disputes.
- Generated, posted and attached information to claim files.
- Implemented accurate calculations for adjustments, premiums and refunds.
- Checked documentation for accuracy and validity on updated systems.
- Demonstrated exceptional organizational skills in efficiently managing the processing and recording of new policies and claims.
Education
Associate of Science - Nursing
Lawson State Community College
Birmingham, AL12-2025
Skills
- Remote support
- Claims Processing Expertise
- Claims review
- Customer Service
- Data Entry
- Call Management
- Order Processing
- Technical Support
- Live chat support
- Product Sales
- Multi-line phone
- CRM Software
Accomplishments
- Maintained a 95% customer satisfaction rating by resolving inquiries and complaints in a timely and efficient manner.
- Successfully resolved a high volume of escalated customer issues, resulting in a 40% reduction in customer escalations.
- Consistently met or exceeded monthly sales targets by actively engaging with customers and identifying their needs.
- Recognized as the top-performing customer service representative for three consecutive quarters.
References
References available upon request.
Timeline
Phone Banker
Regions Bank
11.2023 - Current
Remote Support Agent
Kelly Connect
11.2022 - 11.2023
Remote Customer Service Representative
BCBS of Alabama
09.2021 - 10.2022
Insurance Claims Processor
State Farm Insurance
10.2018 - 09.2021
Associate of Science - Nursing
Lawson State Community College
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