Skyeler Brouhard
San Antonio
Summary
Empathetic and results-driven Customer Experience Specialist with 2+ years of experience delivering high-quality, omnichannel support in fast-paced environments. Proven success resolving complex inquiries via phone, email, and chat while ensuring alignment with company policies and customer satisfaction. Proficient in Salesforce, ServiceNow, and Zendesk-style ticketing tools, with a strong ability to simplify complex processes and balance customer needs with operational priorities. Passionate about improving access to services and creating positive experiences for every customer.
Overview
2
2
years of professional experience
1
1
year of post-secondary education
Work History
Customer Service Supervisor
Blue Cross and Blue Shield of NC via Everise
San Antonio
06.2024 - Current
- Led a team of 50-60 agents in providing empathetic and policy-aligned customer support.
- Conducted regular coaching and performance reviews, increasing team efficiency by 15%.
- Spearheaded customer experience initiatives that improved CSAT scores by 20%.
- Utilized CRM systems to track performance metrics and provide actionable business insights.
Customer Experience Representative
Blue Cross and Blue Shield of NC via Everise
San Antonio
09.2023 - Current
- Managed over 50 inbound customer interactions daily across phone and email with a 92% first-contact resolution rate.
- Supported inquiries on insurance eligibility, claims, billing, and policy guidelines with clarity and empathy.
- Maintained 95% customer satisfaction and consistently met internal KPIs.
- Onboarded and mentored new hires, reinforcing best practices and brand voice.
- Documented support cases accurately using Salesforce CRM and ServiceNow.
Education
Associate of Applied Science - Hospitality And Tourism Management
Le Cordon Bleu, Austin
Austin , Tx 08.2009 - 01.2011
Skills
- Omnichannel Support (Phone, Email, Chat)
- Customer Relationship Management (CRM): Salesforce, ServiceNow
- Helpdesk Platforms: Zendesk-style systems
- Communication: Professional, Empathetic, Clear
- Conflict Resolution & De-escalation
- Knowledge Base Navigation
- Data-Driven Decision Making
- Time Management & High-Volume Workflows
- Microsoft Office Suite Google Workspace
- Power BI for Data Visualization
- Salesforce CRM & ServiceNow Fundamentals
- Google Workspace (Docs, Sheets, Slides)
Timeline
Customer Service Supervisor
Blue Cross and Blue Shield of NC via Everise
06.2024 - Current
Customer Experience Representative
Blue Cross and Blue Shield of NC via Everise
09.2023 - Current
Associate of Applied Science - Hospitality And Tourism Management
Le Cordon Bleu, Austin
08.2009 - 01.2011