STEFON BRYANT
Tallahassee
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
Work History
Patient Support/Customer Service Escalation Specialist
Natera
08.2023 - 09.2024
- Resolved patient concerns and billing issues, establishing payment plans and modifying bills.
- Enhanced patient relations and reduced complaints through effective communication strategies.
- Leveraged Salesforce and Jira to develop efficient workflows for addressing patient concerns, resulting in faster resolution times and increased productivity.
- Analyzed and processed complex medical claims, ensuring accurate billing for specific diagnoses and CPT codes, minimizing errors and disputes.
- De-escalated patient concerns regarding billing issues.
- Addressed concerns related to EOB and insurance statements, ensuring clarity and resolution.
Senior Customer Service Representative
Verizon Wireless
06.2022 - 08.2023
- Delivered exceptional customer service daily by leveraging extensive knowledge of products and services and creating welcoming, positive experiences and generating revenue
- Exceed all daily metric and monthly tracking and goals
- Responded up to 50-75 customer calls and emails daily to answer questions about products and services
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client's concerns and company interests
- Thoroughly go through the benefits a customer has in their plan, proactively investigate and offer benefits that better suit them
- Help leverage promos and savings for existing and new customers keeping good retention for business
Customer Support Specialist
Williamsonoma
09.2021 - 06.2022
- Providing impressionable services for up to 100 new and existing inbound callers daily looking to purchase items
- Process, edit, or cancel out any payments by customers
- Thoroughly advocating and diligently search for products customers are indeed of
- Assessing and editing customers personal info on account
- Update and track orders
- Effectively de-escalate glaring concerns a customer would have pertaining to a delivery or order
- Streamlined support processes for improved efficiency and reduced response times
- Collaborated with team members to ensure consistent quality in customer interactions
Customer Service Representative
Aetna Health Care
06.2020 - 08.2021
- Providing personalized guidance and recommendations to healthcare members on which plans is best suitable for them with benefits in their area
- Check ICD-9 and 10 codes to be consistent between a diagnosis and the treatment delivered for members, CPT codes for medical, surgical, and diagnostic services performed by healthcare professionals, HCPS codes for medical procedures and services to Medicare, Medicaid, on a claim from members or providers
- Check dental, vision, and hearing claims and benefits to ensure members or provider qualify for reimbursement
- Acting as a liaison advocating between healthcare providers and healthcare members, ensuring effective communication and resolving any issues that may arise
- Help members check and see if certain prescriptions are covered under plan, help fill and set appointments for pick up for medicine
Agricultural Specialist
Trulieve
12.2019 - 06.2020
- Monitoring and maintaining a suitable and fair ecosystem of up to 6 rooms for plants
- Aiding Team Members with loading plants and making sure to abide by work protocol to keep a suitable and safe work environment
- Handle and groom plants to help with grow outcome
- Coming up with new innovative ways to safely feed plants and operate machinery
- Enhanced crop yield by implementing advanced agricultural techniques and practices
- Reduced pest infestations through the application of integrated pest management strategies
Senior Loan Specialist
Oneloanplace.com
05.2018 - 08.2019
- Aid and assist up to 75 matching inbound and outbound customers with adequate lenders
- Use partner services to help customer find out credit and come up with game plan to repair
- Help find resolution for high interests so customers can get a cheaper rate with lender
- Help customers with debt consolidation and collection
- Enhanced loan approval rates by implementing effective underwriting guidelines and risk assessment strategies
- Streamlined loan processing procedures for increased efficiency and faster turnaround times
Sales Associate
Lowes
05.2017 - 01.2018
- Help 15-20 customers daily find items
- Make sure workstation is in a neat and safe condition
- Engage with team members to operate heavy machinery properly and safely
- Aid customers with heavy loads
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs
Education
Associate - Nursing
Tallahassee Community College
Tallahassee, FL01.2020
High school diploma or GED -
Marianna High School
Marianna, FL05.2015
Skills
- Customer Care
- Customer Service
- Customer Support
- Telecommunication
- Communications
- Troubleshooting
- Call Center
- Operating Systems
- Microsoft Windows
- Technical Support
- Software troubleshooting
- Typing
- Help desk
- CPT coding
- Medical terminology
- De-Escalation Techniques
Workauthorization
Authorized to work in the US for any employer
Personal Information
Willing To Relocate: Anywhere
Timeline
Patient Support/Customer Service Escalation Specialist
Natera
08.2023 - 09.2024
Senior Customer Service Representative
Verizon Wireless
06.2022 - 08.2023
Customer Support Specialist
Williamsonoma
09.2021 - 06.2022
Customer Service Representative
Aetna Health Care
06.2020 - 08.2021
Agricultural Specialist
Trulieve
12.2019 - 06.2020
Senior Loan Specialist
Oneloanplace.com
05.2018 - 08.2019
Sales Associate
Lowes
05.2017 - 01.2018
High school diploma or GED -
Marianna High School
Associate - Nursing
Tallahassee Community College
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