O'Bryan Gilyard
Aubrey,TX
Summary
Experienced customer service professional with a background in Technical support and Troubleshooting. Skilled in managing difficult callers and resolving challenging situations. Consistently achieves daily goals for call quality and attendance. Expertise in optimizing processes for increased efficiency and quality. Strong communication skills, analytical thinking, and problem-solving abilities. Proficient in Microsoft Office and other software applications.
Overview
13
13
years of professional experience
Work History
Customer Service/ Technical Support
Populous Finiancial Group
12.2016 - 09.2024
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Maintained a thorough knowledge of products and services to provide accurate information to customers.
- Enhanced customer satisfaction by providing timely technical support and clear communication.
- Enhanced overall system performance through detailed troubleshooting and technical support.
- Provided comprehensive technical support, ensuring minimal operational disruptions.
- Increased customer satisfaction by promptly addressing concerns and providing technical support.
Customer Support Specialist
Aegis Health Group
03.2012 - 09.2013
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Analyzed and researched systemic issues, making recommendations for prompt resolution.
Education
High School Diploma -
Lake Highlands High School
06.2008
Skills
- 4 Years of remote experience in distraction free work space
- Intermediate proficiency in Microsoft Outlook; strong written, organizational, and verbal communication skills
- MS Office
- Problem-Solving
- Attention to Detail
- Team Leadership & Development
- Client Relationships
Timeline
Customer Service/ Technical Support
Populous Finiancial Group
12.2016 - 09.2024
Customer Support Specialist
Aegis Health Group
03.2012 - 09.2013
High School Diploma -
Lake Highlands High School
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