Talia Brown

• Performs as the advocate that focuses on resolving routine inquiries, issues or concerns for members.
• Leverages a variety of communication channels to provide members and/or providers with timely, accurate, and personalized support on routine complaints and escalations.
• Maintains performance and quality standards based on established contact center metrics.
• Perform outreach calls to complete yearly Health Risk Assessment for members
• Assist with special projects

• Assisted customers with troubleshooting internet connectivity and resolved technical issues efficiently.
• Demonstrated strong communication skills to explain complex technical concepts in a clear and understandable manner.
• Coordinated with internal departments to facilitate repair processes and ensure prompt resolution of customer concerns.
• Trained new personnel regarding company operations, policies and services.

• Monitored security alarms and promptly responded to alerts according to established protocols.
• Effectively communicated with clients, emergency personnel, and team members to ensure proper handling of alarm incidents and documented relevant information
• Placed necessary outgoing calls to verify alarms, dispatch proper authorities and notify proper parties.
• Questioned callers to determine locations and nature of problems to determine type of response needed.

Provided excellent customer service by assisting customers with movie ticket purchases, cancellations, redeeming rewards and addressing inquiries promptly and professionally.

• Managed high call volumes and chat while maintaining a positive and helpful demeanor
• Demonstrated strong problem-solving skills to resolve customer issues and ensure customer satisfaction
• Followed up with customers about resolved issues to maintain high standards of customer service.