Brittany Wilson
Marion,SC
Summary
Customer service, Billing, and Administrative Professional with 17 years of experience supporting customers, handling high-volume communications, resolving service issues, maintaining accurate documentation, and working across fast-paced environments. Skilled in call center operations, customer account support, data entry, scheduling, problem resolution, and multitasking across multiple systems. Known for professionalism, reliability, attention to detail, and the ability to deliver strong customer experiences while meeting performance expectations.
Overview
17
17
years of professional experience
Work History
Billing Specialist
LabCorp
Remote
12.2024 - 05.2026
- Invoice Processing, Accounts Receivable (A/R) Tracking, Payment Reconciliation, Ledger Maintenance, Insurance Claims Submission
- Prepared and submitted high-volume electronic and paper medical claims, ensuring 98% accuracy on patient demographics and procedure codes.
- Performed high-volume data entry, utilized 10-key skills, and audited billing workflows to ensure compliance with healthcare data security standards
- Communicated effectively with patients, healthcare providers, and payers to answer billing inquiries, negotiate payments, and resolve discrepancies
Call Center Team Lead
Assurant
Florence, SC
12.2020 - 11.2024
- Led a team of 15 customer service representatives, improving overall team metrics by 30% through targeted coaching and performance management strategies
- Analyzed daily and weekly call center data to identify performance trends, boosting First-Call Resolution (FCR) by 59% and reducing Average Handle Time (AHT)
- Conducted weekly QA reviews and call monitoring, providing actionable feedback that increased individual agent quality scores
- Coordinated daily staffing schedules, optimizing resource allocation for peak call volume periods.
Customer Support Specialist
Wells Fargo
Remote
10.2014 - 12.2020
- Resolved customer inquiries and issues through multiple communication channels, enhancing overall satisfaction.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Streamlined support ticket system to reduce response times, significantly improving customer service efficiency.
- Collaborated with cross-functional teams to streamline workflows and optimize customer support operations.
Front Office Receptionist
Sopacko
Mullins, SC
09.2009 - 09.2014
- Coordinated appointment scheduling for multiple departments, enhancing overall office workflow.
- Maintained accurate visitor logs and updated databases to streamline records management.
- Collaborated with management to improve front office procedures, increasing operational efficiency by 30%.
- Reduced wait times for callers, promptly answering phone lines and directing calls as needed.
Education
High School Diploma -
Marion High School
Marion, SCSkills
- Call Center Operations Management
- Performance Metrics & KPI Tracking
- Quality Assurance (QA) & Coaching
- Escalation Resolution & Conflict Management
- Workforce Management & Scheduling
- CRM Platforms & Call Management Systems
- Data Analysis & Reporting
- HIPAA Compliance
- High-Volume Data Entry (10-Key)
- Claims Processing
- Medical Billing & Coding
- Patience, Flexibility, Adaptability
- 50-60 WPM
Timeline
Billing Specialist
LabCorp
12.2024 - 05.2026
Call Center Team Lead
Assurant
12.2020 - 11.2024
Customer Support Specialist
Wells Fargo
10.2014 - 12.2020
Front Office Receptionist
Sopacko
09.2009 - 09.2014
High School Diploma -
Marion High School