Porsha Brown
Marshall ,TX
Summary
Proven achiever with a background at Sedgwick, adept in Federal Leave Law and excelling in high-pressure environments. Demonstrated success in enhancing first call resolution rates and streamlining employee leave programs. Skilled in multitasking and problem-solving, significantly improving customer service and operational efficiency. Polite and professional Service Center Representative successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
3
3
years of professional experience
Work History
Contact Center Representative
The Standard
10.2023 - Current
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- FMLA and Short Term Disability Knowledge
Service Center Representative
Sedgwick
10.2021 - 02.2023
- Manage employee leave programs including FMLA, ADA, Workers Compensation, Short term Disability, and other state and federal programs
- Primary contact for employees seeking leave and/or accommodations, Short Term Disability, and Workers Compensation. Provide Knowledge during process
- Coordinate with managers/HR in regards to Return to Work plans.
- Ability to quickly retain company policies and procedures
- Workday Experience
Education
Marshall High School
Marshall, TXSkills
- Federal Leave Law
- Americans with Disabilities act admin
- Multitasking and prioritization
- Strong Analytical Skills
- Workday
- Customer Service
- Problem solving ability
- Organizational Skills
- Ability to work strongly under pressure
Timeline
Contact Center Representative
The Standard
10.2023 - Current
Service Center Representative
Sedgwick
10.2021 - 02.2023
Marshall High School
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