Precious Brown
Phenix City,AL
Summary
Training Coach with over 15 years of extensive expertise in crafting and delivering transformative training programs. Proficient in leveraging data insights and innovative learning solutions to boost team performance and enhance employee confidence. Excels in fostering collaborative environments and driving organizational success through advanced communication and customer service skills.
Benefits specialist with extensive experience in managing employee benefits programs and ensuring compliance with regulations. Proven track record in fostering team collaboration and driving results in dynamic environments. Strong skills in benefits administration, conflict resolution, and communication, with focus on adapting to changing needs and supporting organizational goals. Trusted for reliability and efficiency in delivering quality outcomes.
Overview
16
16
years of professional experience
Work History
MEMBER SERVICES
Alorica
09.2024 - 07.2025
- Company Overview: United health care
- Performed clerical duties, such as word processing, data entry, answering phones and filing.
- United health care
- Identified opportunities for process improvements, resulting in enhanced efficiency within the Member Services department.
- Provided administrative support for the Member Services department, maintaining organized files and efficient workflows.
- Evaluated member feedback to identify areas of improvement in programming, services, and overall association experience.
Nation Benefit Specialist
ShyftOff
09.2022 - 01.2025
- Provide training and instruction to customer service representatives to ensure successful performance of job duties.
- Develop an online and in-person course curriculum for all job functions.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Assisted in resolving complex benefits issues, leading to increased employee satisfaction and retention rates.
- Observed strict procedures to maintain data and plan participant confidentiality.
- Updated HRIS systems as needed to reflect benefit-related changes accurately, maintaining up-to-date records for all team members.
- Enhanced understanding of benefit offerings with effective communication materials and presentations.
D2AS LEVEL
Amazon
08.2021 - 07.2022
- Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Liaised with patients and addressed inquiries, appointment requests and billing questions. Fostered positive relationships with clients, enhancing customer satisfaction and trust through attentive service and timely responses.
- Streamlined appointment scheduling processes, significantly reducing wait times and improving overall operational efficiency.
- Analyzed patient feedback to identify service gaps, leading to targeted improvements and measurable enhancements in service delivery.
- Coordinated with healthcare teams to resolve patient inquiries, ensuring seamless communication and timely issue resolution.
- Implemented a digital tracking system for patient appointments, resulting in improved accuracy and enhanced user experience.
- Cultivated a welcoming environment for clients, promoting trust and engagement through attentive listening and proactive communication.
- Provide feedback to managers on the performance of staff members. Fostered a collaborative training environment, enhancing team morale and ensuring effective knowledge transfer among customer service representatives.
- Developed comprehensive course curricula, leading to measurable improvements in job performance and increased employee confidence across all functions.
- Analyzed training effectiveness through performance metrics, providing actionable insights that informed management on staff development needs.
- Implemented feedback mechanisms for managers, facilitating constructive performance reviews that strengthened team capabilities and engagement.
- Designed blended learning solutions for training delivery, optimizing resource utilization and enhancing learning outcomes for all participants.
- Facilitated engaging training sessions for customer service representatives, boosting team confidence and enhancing overall job performance.
SUPPORT SPECIALIST
TTEC
01.2010 - 03.2019
- Performed clerical duties, such as word processing, data entry, answering phones and filing.
- Used ticketing systems to manage and process support actions and requests. Diagnosed complex technical issues, enhancing troubleshooting efficiency and restoring service functionality for diverse customer needs.
- Implemented streamlined support processes, significantly reducing ticket resolution times and improving overall customer satisfaction.
- Partnered with cross-functional teams to address escalated customer inquiries, ensuring timely resolutions and fostering teamwork.
- Managed ticketing systems meticulously, tracking support actions to maintain accurate records and improve operational transparency.
- Provided empathetic assistance to customers, ensuring clear communication and fostering a positive support experience.
- Resolved technical issues swiftly, enhancing system functionality and achieving noticeable improvements in customer satisfaction ratings.
- Liaised with patients and addressed inquiries, appointment requests and billing questions. Streamlined patient communication by implementing an efficient ticketing system, significantly reducing response times and enhancing satisfaction.
- Maintained accurate patient records and billing information, ensuring compliance with regulations and facilitating smoother audit processes.
- Coordinated with healthcare teams to resolve patient inquiries promptly, fostering a collaborative environment that improved service quality.
- Analyzed patient feedback to identify service gaps, leading to actionable insights that enhanced overall patient experience and engagement.
- Provided compassionate support to patients, effectively addressing concerns and creating a welcoming atmosphere that encouraged open communication.
- Implemented a new ticketing system, drastically reducing response times and boosting patient satisfaction through streamlined communication.
Education
BACHELOR OF SCIENCE - INFORMATION TECHNOLOGY
University of Phoenix-Arizona
ASSOCIATE OF SCIENCE - INFORMATION OF TECHNOLOGY
University of Phoenix
COMPTIA CYBERSECURITY ANALYST - undefined
THE UNIVERSITY OF PHOENIX, INC
Skills
- A Certified
- Billing
- Citrix
- Clerical
- Data Entry
- Electronics
- File Management
- Finance
- Oracle
- Customer Service
<Enter your own>
Title: Training Coach
Timeline
MEMBER SERVICES
Alorica
09.2024 - 07.2025
Nation Benefit Specialist
ShyftOff
09.2022 - 01.2025
D2AS LEVEL
Amazon
08.2021 - 07.2022
SUPPORT SPECIALIST
TTEC
01.2010 - 03.2019
ASSOCIATE OF SCIENCE - INFORMATION OF TECHNOLOGY
University of Phoenix
COMPTIA CYBERSECURITY ANALYST - undefined
THE UNIVERSITY OF PHOENIX, INC
BACHELOR OF SCIENCE - INFORMATION TECHNOLOGY
University of Phoenix-Arizona
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