BRIANNA GAYLE
Jacksonville
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
8
8
years of professional experience
Work History
Command Center Specialist
Storage Rentals Of America
02.2023 - Current
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Mentored and guided employees to foster proper completion of assigned duties.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Influence positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Held weekly team meetings to inform team members on company news and updates.
- Evaluated customer needs and feedback to drive product and service improvements.
Team Lead
Stellar Agency
06.2020 - 02.2022
- Researches and resolves complaints to ensure customer retention and satisfaction.
- Answers call inquiries regarding company product and service information.
- Inbound Customer Resolution Specialist III helps handle difficult situations and assists in training lower-level contact center representatives.
- Tracks questions and answers contact center system as well as updates or checks order status.
- High-volume call centers
- Inbound sales.
- Documentation and reporting.
- Keyboarding.
- Written and oral communication.
Impound Specialist
Nation Safe Drivers
05.2019 - 04.2020
- Maintain accurate records of service provider files.
- Responsible for all inbound calls in provider support line.
- Responsible for sending out provider mail (contracts, applications, updates, and changes).
- System Clean-up: Identifying service provider's removals for various reasons.
- Study and recommend process improvements to enhance performance of the team.
- Assist in all group projects as they present themselves.
- Manage daily responsibilities effectively and efficiently to successfully meet all deadlines.
- Manage interactions with insurance carriers and get updated insurance information to meet compliance standards.
- Be aware of company service policies for different clients and communicate with service providers when necessary.
- Maintain provider files in order to ensure an accurate status on file.
- Demonstrates highly refined customer service skill sets.
- Excellent telephone, oral, and written communication skills.
- Organizational skills, attention to detail, and the ability to manage time wisely.
- Adheres to the departmental phone schedule and ensures that all requests are handled in a timely manner.
- Ensure contracts, vendor information, damage administration, insurance updates, and incoming calls are performed in a timely manner, meeting compliance requirements.
- Manage impound calls for Avis through the provider portal.
- Approve and process all network supplements provided by our provider network.
- Assist in the review and processing, along with the investigation of all damage claims.
- Ensure COIs are updated along with W9 forms for all providers.
- Respond to vendor support alerts through the system.
- Ensure the accuracy of all service provider information is imputed with a tax ID.
- Assist with vendor-payable issues and research as needed.
Chat specialist
Gubagoo
05.2019 - 03.2020
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems quickly and efficiently.
- Scored in top 10% of employees in successful resolution of issues.
- Developed reputation as an efficient service provider with high levels of accuracy.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Adhered to appropriate legal scripting when required.
- Provided excellent customer service and ensured customer satisfaction.
- Maintained excellent attendance record, consistently arriving to work on time.
Front desk receptionist
Md Now
01.2018 - 05.2019
- Remained aware of provider schedules and scope of practice on evolving basis to organize and schedule appropriate care.
- Used computer programs and registration systems to schedule patients for routine and complex procedures.
- Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
- Provided ample support to team members, providing creative solutions to complex challenges regarding scheduling, conflict resolution and medical care.
- Fielded concerns surrounding patients and care, liaising between physician, patient and insurance company.
- Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing.
- Coordinated front office duties, including customer service, patient scheduling and billing
- Improved timely payment of bills by developing flexible payment plans for patients.
- Located, checked in and pulled medical records for patient appointments and incomplete charts.
- Organized patient files and streamlined operations to improve efficiency.
- Received, recorded and addressed incoming and outgoing communication via telephone and email.
- All HIPPA rules were followed.
To-Go Cashier
Chili's bar & grill
01.2017 - 01.2017
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Restocked, arranged and organized merchandise in front.
- Operated cash register for cash, check and credit card transactions with 100% accuracy.
- Processed POS transactions, including checks, cash and credit purchases or refunds.
- Reviewed and resolved differences between accounting information and cash drawer.
- Checked bills with counterfeit pens and examined coins to spot and refuse foreign currency.
- Worked closely with line cooks to solve problems and handle customer concerns.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
- Educated customers on promotions to enhance sales.
- Promoted customer loyalty by efficiently handling food and service complaints.
- Maintained clean, sanitized and well-organized food preparation zones.
- Performed shift change tasks each day to keep store efficient and neat.
- Cleaned walls, fans and drains in bakery coolers, display cases and work area.
- Supported waitstaff and other team members in completing tasks.
- Arranged food items on serving trays and placed in take-out packaging to produce orders for customers.
Education
High School Diploma -
Educators Inc Private Christian School
06.2017
Skills
- Excellent Communication
- Analytical Thinking
- Problem Resolution
- Computer Skills
- Friendly, Positive Attitude
- Customer Relations
- Queue management
- Remote Office Availability
- Written Communication
- Empathy Display
- Patience and Tolerance
- Typing Speed
- Training and mentoring
- Management interaction
Timeline
Command Center Specialist
Storage Rentals Of America
02.2023 - Current
Team Lead
Stellar Agency
06.2020 - 02.2022
Impound Specialist
Nation Safe Drivers
05.2019 - 04.2020
Chat specialist
Gubagoo
05.2019 - 03.2020
Front desk receptionist
Md Now
01.2018 - 05.2019
To-Go Cashier
Chili's bar & grill
01.2017 - 01.2017
High School Diploma -
Educators Inc Private Christian School
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