ROBBY BREWER
Forney,TX
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
24
24
years of professional experience
Work History
Customer Service Representative
StateServ Medical
11.2023 - Current
- Responded to customer requests for products, services, and company information.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Customer Care Associate
Service King Collision Repair
03.2020 - 11.2023
- Assisting customers with scheduling estimate's, repair times, and tow-in's
- Utilize multiple proprietary programs to assist customers with inbound and outbound phone call's, sms text notifications & email
- Five 9, Genesys, Podium, communication softwares and CCC1 insurance claim transmittal software
- Consistently placing in the top five for exceeding performance goals.
Photographer
Unclaimed Baggage
08.2020 - 11.2020
- Photographer for E-Commerce department
- Taking photographs of clothes, shoes, sporting goods, miscellaneous items to be sold on Unclaimed Baggage online store
- Digitally edit photographs before uploading images to e-commerce web site.
Independent Contractor
Corporate Couriers
05.2015 - 04.2020
- Transport title documents to and from corporate office to regional offices
- Communicate with management and clients to ensure safe client confidentiality of documents.
Client Services / Reinsurance Analyst
R.E. Moulton, Inc. / American United Life a OneAmerica company
09.2000 - 10.2011
- Provided high-level sales support, marketing and administrative support to senior management and sales teams
- Processed proposal requests
- Analyzed RFP's and health insurance quotes for cost containment opportunities and potentially large claims
- Made informed decisions regarding approval or denial for underwriting purposes
- Collaborated with brokers and third party administrators to resolve client issues and inquiries
- Followed up with clients to obtain updated claim information
- Maintained electronic calendars, determined priorities, and resolved schedule conflicts
- Alerted executives to issues requiring immediate attention
- Designed and utilized various spread sheets and databases in Excel & Access for medical rating purposes
- Worked closely with brokers and third party administrators to ensure they receive their self funded stop loss quotes in a timely manner
- Accommodated rush requests
- Ensured comprehensive proposals to provide competitive quotes to clients and write new business
- Established a correspondence tracking system to monitor due dates and follow up on progress, ensuring timely execution and customer satisfaction
- Designed and produced effective and engaging marketing to support senior management and the sales staff
- Coordinated all travel arrangements including accommodations, transportation, registration, and on-site and technical services for executives
- Maintained effective interoffice communications along with a high degree of confidentiality with all levels of the organization
- Proactively addressed and resolved technological issues, saving the company both time and money
- Instrumental in the office receiving the Office Team Efficiency Award for 2009 and 2010
- Consistently recognized as Top Producer of the Month and Top Producing Office of the Year.
Education
Diploma - Basic Curriculum
North Mesquite High School
Mesquite, TX05.1986
Skills
- Windows
- Macintosh OS X
- Account updating
- Call Management
- Scheduling
- Product Knowledge
- Data Entry
- Data Collection
- Complaint resolution
- Paperwork Processing
- Report Generation
- Information Security
- Consultative Sales
- Appointment Scheduling
- Coordination
- Shipping procedures understanding
- Product Education
- Microsoft Office Suite
- Strategic sales knowledge
- Call Center Operations
- Order Fulfillment
- Clerical Support
- Staff Training
- Complaint Handling
- Live chat support
- Building rapport
- Conflict Resolution
- Recordkeeping strengths
- Administrative Support
- Route Management
- Documentation
- Follow-up skills
- Microsoft Excel
- De-Escalation Techniques
- Active Listening
- Customer Education
- Project management abilities
- Microsoft Outlook
- Customer Relations
- Customer RMA management
- Technical Support
- Report creation
- Prioritization
- Multi-line phone talent
- Customer Service
- Professional telephone demeanor
- Quality Control
- Medical terminology knowledge
- Computer Proficiency
- CRM Software
- Service standard compliance
- System implementation
- Office equipment proficiency
- Document Control
- Call triaging
- Filing
- Spreadsheets
- Microsoft PowerPoint
- Account Management
- Customer Relationship Management (CRM)
- Call center experience
- Brand representation
- Delivery Scheduling
- Order Processing
- Record preparation
- Client Relations
Timeline
Customer Service Representative
StateServ Medical
11.2023 - Current
Photographer
Unclaimed Baggage
08.2020 - 11.2020
Customer Care Associate
Service King Collision Repair
03.2020 - 11.2023
Independent Contractor
Corporate Couriers
05.2015 - 04.2020
Client Services / Reinsurance Analyst
R.E. Moulton, Inc. / American United Life a OneAmerica company
09.2000 - 10.2011
Diploma - Basic Curriculum
North Mesquite High School
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