PATRICE BRODNAX
Charlotte,North Carolina
Summary
Dynamic and professional with strong background in customer service within healthcare sector. Capable of resolving complex issues with effective communication and problem-solving skills. Known for fostering team collaboration and flexibility in dynamic environments. Possesses key skills in conflict resolution, empathetic listening, and data management, consistently driving positive outcomes.
Overview
21
21
years of professional experience
1
1
Certification
Work History
SENIOR CUSTOMER SUCCESS MANAGER
Brodnaxs Enterprise
01.2022 - Current
- Designed and implemented comprehensive client retention programs, increasing annual retention rates by 15% and contributing to a $500K boost in annual revenue
- Conducted in-depth data analysis to anticipate client needs, resulting in customized solutions and a 20% improvement in satisfaction scores
- Championed diversity, equity, and inclusion (DEI) initiatives by organizing training programs that fostered a more inclusive workplace, increasing employee engagement by 30%
- Led cross-functional teams to identify inefficiencies in service delivery, implementing process optimizations that reduced turnaround times by 25%
- Utilized Salesforce CRM and advanced analytics to track and improve client engagement, resulting in a 20% increase in client satisfaction scores
- Functioned as a trusted advisor to key accounts, strengthening client relationships and driving long-term loyalty
- Created performance dashboards that enabled real-time tracking of KPIs, improving team accountability and transparency
TAX OFFICE MANAGER
Jackson Hewitt
01.2004 - 01.2024
- Managed a high-performing team of 10 tax professionals, improving overall efficiency and contributing to a 25% increase in customer referrals year-over-year
- Conducted over 500 detailed audits annually to ensure compliance with federal and state tax regulations, achieving a 100% accuracy rate
- Streamlined tax preparation workflows by implementing new technologies, reducing processing times by 30% and improving client satisfaction
- Trained and mentored staff in tax law updates and client service best practices, resulting in a 20% improvement in team productivity
- Implemented cross-departmental workflows, reducing duplication of effort, and saving 15+ work hours weekly
- Established DEI-focused hiring practices, enhancing team diversity, and improving workplace culture
- Initiated and oversaw marketing campaigns that led to a 15% increase in new client acquisition
- Prepared detailed reports for executive leadership, highlighting operational efficiencies, revenue growth, and areas for improvement
HUMAN SERVICES SPECIALIST
Department of Social Services
01.2014 - 01.2015
- Conducted over 200 comprehensive needs assessments to determine client eligibility for various benefits, ensuring meticulous documentation and adherence to strict confidentiality protocols
- Streamlined the benefits application process by automating key steps, reducing eligibility determination times by 15% while maintaining 100% accuracy
- Managed a daily caseload of up to 50 client interactions, providing timely assistance and resolving inquiries with professionalism and empathy
- Collaborated with internal teams to implement data-driven service delivery improvements, enhancing the client experience, and ensuring compliance with state policies
- Delivered training workshops to team members on best practices for handling sensitive client data, improving overall process efficiency by 10%
- Prepared detailed reports on client cases and trends to assist leadership in policy adjustments and resource allocation
Education
ASSOCIATE OF SCIENCE DEGREE - Medical Administration
Southside Virginia Community College
ASSOCIATE OF APPLIED SCIENCE DEGREE - Information Management
Pinnacle Career Institute
03.2011
Skills
- Typing speed
- De-escalation techniques
- Complaint handling
- Call center experience
- Remote work capabilities
- Assertiveness
- Live chat support
- CRM software
- Email management
- Language proficiency
- Teamwork and collaboration
- Customer service
- Problem-solving skills
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Calm and professional under pressure
- Computer skills
- Customer service excellence
- Active listening
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Problem resolution
- Relationship building
- Medical terminology
- Administrative and office support
- MS office
- Data management
- Customer account management
Certification
- Advanced Conflict Resolution Techniques
- Lean Operations Management
- Customer Service Excellence Certification
Timeline
SENIOR CUSTOMER SUCCESS MANAGER
Brodnaxs Enterprise
01.2022 - Current
HUMAN SERVICES SPECIALIST
Department of Social Services
01.2014 - 01.2015
TAX OFFICE MANAGER
Jackson Hewitt
01.2004 - 01.2024
ASSOCIATE OF SCIENCE DEGREE - Medical Administration
Southside Virginia Community College
ASSOCIATE OF APPLIED SCIENCE DEGREE - Information Management
Pinnacle Career Institute