Brittney Capi
Ladson,SC
Summary
Proven expertise in enhancing customer satisfaction and streamlining incident resolution. Leveraging strong technical support and exceptional communication skills. Achieved significant improvements in workflow efficiency and user experience, demonstrating a results-driven approach with a focus on critical thinking and problem-solving. Highly skilled Help Desk Technician experienced with troubleshooting and resolving technical issues. Strong background in providing efficient and effective solutions to clients. Dedicated team player delivers great customer service.
Overview
7
7
years of professional experience
Work History
Care Guide Support Specialist
Castlight
07.2023 - 05.2024
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Responded to customer inquiries and resolved complaints via salesforce to establish trust and increase satisfaction.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Enhanced user experience by providing comprehensive troubleshooting guidance for various software and hardware systems.
- Utilized ticketing system to track customer requests and prioritize urgent needs
Healthcare Call Center Analyst
Fundamental LTC
04.2021 - 07.2023
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Provided basic end-user troubleshooting and desktop support.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
Patent Advocate
Orlando Health
11.2017 - 01.2021
- Responded to patient concerns and questions with compassionate and knowledgeable service.
- Entered details into computer systems and managed database of information.
- Facilitated communication between patients, families and healthcare providers to support comprehension.
- Enhanced patient satisfaction by addressing concerns and providing information on healthcare rights and options.
- Negotiated payment plan arrangements with medical billing departments on behalf of the patients experiencing financial hardship.
- Assisted patients in navigating complex insurance processes, leading to successful claim resolutions and reduced financial burdens.
Education
Bachelor of Science - Health Service Administration
University of Central Florida
Orlando, FL05.2018
Skills
- Omni-Channel
- Startup environment
- Live chat, email, phone
- Salesforce
- Software Updates
- Remote System Analysis
- Issue Resolution
- JIRA
- Ticket management
- Operating systems knowledge
Languages
Haitian Creole
Full Professional
Timeline
Care Guide Support Specialist
Castlight
07.2023 - 05.2024
Healthcare Call Center Analyst
Fundamental LTC
04.2021 - 07.2023
Patent Advocate
Orlando Health
11.2017 - 01.2021
Bachelor of Science - Health Service Administration
University of Central Florida
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