Brandon Royal
Rahway,NJ
Summary
Detail-oriented Call Center Professional with expertise in healthcare payments, research, and customer issue resolution. Capable of working independently and adapting swiftly to new challenges. Demonstrates strong problem-solving skills and excels in fast-paced environments.
Overview
7
7
years of professional experience
2018
2018
years of post-secondary education
Work History
Client Support Specialist
Zelis Healthcare
Morristown, NJ
02.2025 - 01.2026
- Provided exceptional support to clients navigating healthcare claims and billing processes.
- Collaborated with internal teams to resolve client inquiries and service issues efficiently.
- Collaborated with internal teams to develop comprehensive solutions that addressed client needs.
- Educated clients on product features, enhancing their understanding of healthcare services.
- Leveraged technology and Zelis product knowledge to deliver tailored solutions for clients.
- Coordinated cross-functional teams to implement targeted solutions for recurring client challenges.
- Analyzed customer issues to identify root causes and deliver effective solutions.
- Delivered high level of service to clients in effort to build upon relationships for future.
- Perform basic customization of the explanation of benefits, ID cards, and payments.
- Keep Senior Manager and/or Technical Support Lead informed of activities, alerting of any issues promptly.
- Follow established HIPAA, Compliance & Security policies.
Customer Care Specialist
Zelis Healthcare
Morristown, New Jersey
10.2022 - 02.2025
- Answer incoming calls from healthcare providers, clients, and members nationwide
- Resolved calls by educating providers on processes during inbound and outbound interactions
- Communicated with providers, clients, and members professionally while adhering to company policies and procedures
- Research and explore answers and alternative solutions; escalate unresolved problems
- Meet call center performance metrics of productivity and quality assurance
- Provide daily inventory of assigned supply, requisition, and restock supplies to par levels
- Update customer accounts and resolve customer issues daily
- Built and maintained strong relationships with customers to enhance satisfaction and loyalty
- Present information thoroughly and professionally to customers and team members
- Utilized JIRA system for tracking project progress and managing tasks.
- Proficient in Compass, OnBase and Prizem
- Adherence to HIPPA, Compliance & Security policies
Client Inventory Specialist
Peloton
10.2020 - 09.2022
- Utilized RF scanner to read barcodes and transfer product information into the company’s network system
- Verified products and conditions, recorded amounts, and completed related paperwork to ensure accurate inventory management
- Provided daily inventory of assigned supply, requisition, and restock supplies to par levels
- Monitored stock usage, labeled products with barcodes, and organized shelves for efficient inventory access
- Operated reach truck to move pallets, products, and inventory.
- Rotated stock and ensured storage areas were clean and maintained
- Prepared merchandise for shipment, inspected inventory for accuracy, and managed return of damaged items to maintain quality control
- Provided exceptional customer service, assisting customers in setting up/troubleshooting Peloton’s products
- Maintained an elevated level of customer satisfaction through effective communication skills
- Ensured customer accounts were accurate and current to enhance service. and resolved customer issues daily
- Adhered to and prioritized Peloton’s standards of safety for myself and team members
- Presented information thoroughly and professionally to customers and team members
Chemical Operator
Veolia Environmental Co
07.2019 - 10.2020
- Operated, monitored, and controlled plant systems; visually inspected and monitored equipment and process conditions
- Troubleshot equipment, restoring operation and minimizing downtime
- Identified system problems, stabilizing plant operations to ensure safety and efficiency
- Reviewed, followed, and revised process operating procedures, maintenance procedures, and safety procedures
- Reviewed charts and logs, pinpointing potential or actual problems to facilitate timely resolution
- Prepared equipment for maintenance work
- Started up and shut down (normal and emergency) plant systems and components
- Trained new operators in the area, reinforcing safety and environmental principles
- Provided support for operational activities during high-demand periods.
Education
Certification - New Jersey Security Officer (SORA) License
Union County College
Cranford, NJAssociate of Arts - Journalism And Mass Communication
Union County College
Cranford, NJHigh School Diploma -
Rahway High School
Rahway, NJSkills
- Problem Resolution
- Relationship Building
- Data Entry
- Time Management
- Adaptability
- Critical Thinking
- JIRA utilization
- Effective communication
Software
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OnBase
PriZem
JIRA
Compass
Microsoft Word
Microsoft Excel
Salesforce
Timeline
Client Support Specialist
Zelis Healthcare
02.2025 - 01.2026
Customer Care Specialist
Zelis Healthcare
10.2022 - 02.2025
Client Inventory Specialist
Peloton
10.2020 - 09.2022
Chemical Operator
Veolia Environmental Co
07.2019 - 10.2020
Certification - New Jersey Security Officer (SORA) License
Union County College
Associate of Arts - Journalism And Mass Communication
Union County College
High School Diploma -
Rahway High School