Orlicia S Brown
N. Little Rock
Summary
Dynamic professional with a background in customer service and education. Proven ability to foster positive learning environments and enhance client understanding through effective communication and teamwork.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Substitute Teacher
Kelly Education Services
Little Rock
03.2026 - Current
- Recorded student attendance daily in class
- Facilitating lesson plans
- Create a positive and safe learning environment
- Supervising students
Remote Coordinator
Banfield Pet Hospital
Vancouver
12.2021 - 01.2026
- Utilized various preservation strategies to educate clients about wellness plans, promoting informed decision-making.
- Educated clients on retention offers, enhancing client loyalty.
- Educate clients in terms and conditions of service agreements, and inclusions.
- Handled customer inquiries via phone, ensuring prompt and courteous responses.
- Displayed positive professional attitude towards internal and external clients, fostering strong relationships.
Owner/Operational Manager
Pure Energy Efficiency Pros
Little Rock
07.2021 - 10.2021
- Manage all business licenses, insurance, and taxes for company.
- Managed payroll processing to ensure timely employee compensation.
- Document billing invoices for processing in Quick Base system to streamline billing operations.
- Entered data accurately into the Quick Base system for tracking.
- Organized meetings to present energy efficiency services, enhancing client engagement.
- Conduct weekly meetings for customer service satisfaction with EPA technicians, sales team, and billing department.
- Monitored customer satisfaction on work site to maintain service quality.
- Ensure safety on work site for all contractors and technicians.
Claims Care Associate
Lincoln Financial Group
Atlanta
08.2016 - 06.2017
- Reviewed and reconciled claims, ensuring accuracy and compliance with policies.
- Provided claim status updates for short term disability, long term disability, life claims, accident, and critical illness claims, enhancing member communication.
- Collaborated with claims examiner to secure necessary medical documentation for timely claim decisions.
- Provide dental claim status.
- Quote dental benefits for providers, members and groups.
- Fax L4B documents.
- Adjust member's information
Customer Service Representative I- Retention Specialist
AT&T Mobility
Little Rock
06.2013 - 07.2015
- Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Attracts potential customers by answering product and service questions; suggesting information about other products and services.
- Opens customer accounts by recording account information.
- Maintains customer records by updating account information.
- Maintains financial accounts by processing customer adjustments.
- Analyzed customer information and needs to recommend suitable products and services to management.
- Prepared reports on products and services by analyzing customer information.
- Supported team objectives by actively working to achieve shared goals and results.
Owner/Operational Manager
All Points Transportation
Atlanta
01.2011 - 01.2013
- Process and route incoming calls
- Process client files and schedule appointments
- Performed faxing and filing duties
- Created spreadsheets for company expense
- Manage office documentation
- Provided transportation for clients to appointments and events, ensuring timely and reliable service
Customer Service Representative BSC/CMA
Verizon Wireless Corporate Call Center
Little Rock
02.2009 - 11.2009
- Resolved product or service issues by clarifying customer complaints, identifying root causes, and providing effective solutions; expedited corrections and followed up to ensure complete resolution.
- Opened customer accounts by accurately recording account information to facilitate streamlined service.
- Processed customer adjustments to maintain accurate financial accounts and enhance customer satisfaction.
- Answered multi-line telephone system
- Organized and filed company documents in designated locations for easy access.
Customer Service Representative/Offline
Alltel Communications Inc
Little Rock
12.2007 - 02.2009
- Assisted customers with billing accounts via email, ensuring prompt resolution of inquiries.
- Contacted customers by phone to confirm online orders, enhancing order accuracy and customer satisfaction.
- Adjusted billing account rates based on customer information.
- Forwarded billing issues to appropriate departments for resolution, facilitating timely responses to customer concerns.
- Assist customers with their online accounts and password resets.
- Operated switchboard to route calls efficiently.
- Performed faxing and filing duties.
Education
Cosmetology -
West Georgia Technical College
Douglasville, GA05-2013
Associate of Arts - Science
Pulaski Technical College
Little Rock, AR05-2011
Diploma - Basic Studies
Central High School
Little Rock, AR05-2004
Skills
- Assessment management
- Effective communication
- Communication skills
- Team collaboration
- Teamwork
- Customer management
- Problem solving
- MS office
- Data entry
Certification
EPA HVAC License
Awards And Acknowledgments
- Consistently receives positive feedback from Team Leads and Peers for providing outstanding customer service.
- Earned incentives in team competitions for having the highest percentages in stats.
Timeline
Substitute Teacher
Kelly Education Services
03.2026 - Current
Remote Coordinator
Banfield Pet Hospital
12.2021 - 01.2026
Owner/Operational Manager
Pure Energy Efficiency Pros
07.2021 - 10.2021
Claims Care Associate
Lincoln Financial Group
08.2016 - 06.2017
Customer Service Representative I- Retention Specialist
AT&T Mobility
06.2013 - 07.2015
Owner/Operational Manager
All Points Transportation
01.2011 - 01.2013
Customer Service Representative BSC/CMA
Verizon Wireless Corporate Call Center
02.2009 - 11.2009
Customer Service Representative/Offline
Alltel Communications Inc
12.2007 - 02.2009
Cosmetology -
West Georgia Technical College
Associate of Arts - Science
Pulaski Technical College
Diploma - Basic Studies
Central High School