Brandi Harris
Orlando
Summary
Professional and results-driven Customer Service Lead with experience in high-volume call center and healthcare environments. Skilled in team training, call quality coaching, and resolving complex customer concerns while maintaining strong performance metrics. Proven ability to support team development, improve customer satisfaction, and ensure accurate documentation in both CRM and medical settings.
Overview
9
9
years of professional experience
4036
4036
years of post-secondary education
Work History
Customer Service Representative (Lead)
Empirx Health
Orlando
04.2024 - Current
- Trained new and existing team members on internal systems and workflows to ensure operational efficiency
- Provided real-time coaching and feedback on customer interactions to improve call quality and performance
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
- Built rapport with customers through active listening, empathy, and personalized interactions
- Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
- Maintained detailed records of all customer interactions in CRM system for future reference and analysis
- Proactively followed up with customers after issue resolution to ensure their satisfaction was maintained
Customer Service Agent
Spectrum Communications
Lockhart
03.2023 - 04.2024
- Answer calls to repair/restore internet connections
- Assisting with email issues
- Collecting payments
Customer Care Agent
Hilton Grand Vacations
Orlando
06.2021 - 03.2023
- Assist with booking guest's travel dates as well as answering any questions in regards to they're getaway package deal
Medical Assistant
Gastroenterology Associates
09.2020 - 06.2021
- Review charts for patients and assure all the appropriate documents were in the file
- Check patients into the waiting room
- Take weight and blood pressure
- Traveled to several locations
Warehouse Team Member
Amazon
09.2018 - 10.2019
- Track all inventory discrepancies and inform appropriate department
- Fix inventory through online system as well as on-hand inventory
- Responsible for making sure that at least 65 tickets were completed daily
Patient Care Advocate
Express Scripts
12.2016 - 09.2018
- Handle inbound and outbound member, provider and physician calls. Answer questions related to pharmacy benefits, while maintaining productivity standards and performance guarantees where applicable.
- Work with other operational departments to research and resolve mail order and claims issues and respond to members within performance agreement guidelines.
- Maintain accurate and complete documentation of all inquiries in order to continuously improve the customer service process and reduce potential legal concerns.
- Responsible for good housekeeping techniques, adhering to quality and production standards while complying with all applicable company, state and federal safety.
Education
Certification - Medical Assistance
Orange Technical College
A.S. - Business Administration
Valencia Community College
Orlando, FLHigh school diploma or GED -
Skills
- Conflict Resolution & Problem Solving
- Team Leadership & Mentorship
- Call Quality Monitoring & Coaching
- Customer Relationship Management (CRM Systems)
- Performance Improvement & Training
- High-Volume Call Handling & Multitasking
- Medical Records Management & Documentation
Timeline
Customer Service Representative (Lead)
Empirx Health
04.2024 - Current
Customer Service Agent
Spectrum Communications
03.2023 - 04.2024
Customer Care Agent
Hilton Grand Vacations
06.2021 - 03.2023
Medical Assistant
Gastroenterology Associates
09.2020 - 06.2021
Warehouse Team Member
Amazon
09.2018 - 10.2019
Patient Care Advocate
Express Scripts
12.2016 - 09.2018
Certification - Medical Assistance
Orange Technical College
A.S. - Business Administration
Valencia Community College