Natasha Brazzell
Lancaster,SC
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Sam's Club
07.2024 - Current
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Maintained a clean and organized store environment for optimal customer experience and ease of locating merchandise.
- Boosted store sales through effective merchandising, appealing visual displays, and strategic product placement.
Office Manager
Trusted Hearts
09.2020 - 04.2024
- Developed operational and training manuals to inform staff of office policies and procedures.
- Developed and motivated talent to strengthen existing workforce.
- Built collaborative working relationships within organization to achieve goals.
- Employed safety and security procedures to protect sensitive information.
Customer Service Representative
IQor
08.2014 - 03.2016
- Maintain a conscious balance between company policy and customer benefit for empathetic and concise decision making
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience
- Assess customer needs and recommend appropriate solutions for service
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Representative
Sam's Club
02.2011 - 05.2014
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Participated in training programs to enhance product knowledge and customer service skills.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Member Services Rep
Optum, Connexions
08.2009 - 10.2011
- Resolve discrepancies related to medical claims with regards to member eligibility, benefit parameters applied and determination of prior authorization
- Serve as customer advocate during the benefit explanation process and prescription order process
- Promptly answer, screen, and process medical service request and telephone inquiries with strict adherence to confidentiality agreements and policies and procedures
- Process various inquiries and transactions as directed by properly identified members.
Cashier
Walmart
08.2006 - 02.2011
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
Education
Certification - Medical Billing and Coding
York Technical College
Rockhill, SC10.2022
High School Diploma -
Lancaster High School
Lancaster05-2002
Skills
- Customer and Personal Service
- Social Perceptiveness
- Service Orientation
- Coordination
- Active Listening
- Time Management
- Judgment and Decision Making
- Monitoring
- Teamwork and collaboration
- Problem-solving skills
Certification
- CBCS - Certified Billing and Coding Specialist
Timeline
Customer Service Representative
Sam's Club
07.2024 - Current
Office Manager
Trusted Hearts
09.2020 - 04.2024
Customer Service Representative
IQor
08.2014 - 03.2016
Customer Service Representative
Sam's Club
02.2011 - 05.2014
Member Services Rep
Optum, Connexions
08.2009 - 10.2011
Cashier
Walmart
08.2006 - 02.2011
Certification - Medical Billing and Coding
York Technical College
High School Diploma -
Lancaster High School
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