Summary
Overview
Work History
Education
Skills
Timeline
Volunteer

Tana Brezovits

Middletown,OH

Summary

At Humana, excelled as an Inbound Call Center Representative by significantly reducing call wait times and enhancing customer satisfaction through expert problem-solving and empathetic communication. Demonstrated proficiency in CRM software and a knack for maintaining composure under pressure, leading to improved first-call resolution rates.

Overview

8
8
years of professional experience

Work History

Inbound Call Center Representative 1

Humana
11.2020 - Current
  • Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
  • Improved first-call resolution rates by effectively utilizing resources and available tools.
  • Maintained high-quality service standards for all inbound calls, ensuring prompt and accurate assistance.
  • Utilized active listening skills to identify customer needs and provide appropriate solutions.
  • Delivered outstanding results under high-pressure situations by maintaining composure during difficult calls or high-volume periods.
  • Utilized CRM systems effectively to log customer interactions accurately for future reference or follow-up actions.
  • Enhanced communication skills through active listening, empathy, and clear verbal responses during customer interactions.
  • Demonstrated strong problem-solving skills by resolving customer issues during first call.
  • Built positive relationships with customers by providing exceptional customer service.
  • Utilized basic troubleshooting techniques to diagnose and resolve customer inquiries.
  • Developed rapport with customers while maintaining a professional tone throughout conversations, resulting in higher satisfaction scores.
  • Participated in ongoing training sessions to continuously improve knowledge base and skillset within the call center environment.

STNA

Otterbein Senior Living
02.2017 - 10.2020
  • Assisted with patient transfer and ambulation.
  • Assisted patients in daily activities, promoting their independence and dignity.
  • Kept accurate records of patients' care, condition, and progress.
  • Promoted a safe environment for both patients and staff members by adhering to facility policies and procedures at all times.
  • Demonstrated adaptability by caring for a diverse range of patients with varying needs.
  • Agreed to take on additional shifts and extra hours during busy periods and holidays to maintain proper staffing and floor coverage.
  • Enhanced patient comfort by providing compassionate and attentive personal care.
  • Conducted regular safety checks on patient rooms, addressing potential hazards immediately.
  • Contributed to an inclusive environment by treating all patients with respect and cultural sensitivity.
  • Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
  • Conducted comprehensive charting updates after each shift, maintaining thorough records of patient care and progress.
  • Monitored vital signs, promptly reporting any abnormalities to the supervising nurse.
  • Participated in professional development opportunities to stay current in STNA best practices and industry trends.
  • Streamlined workflow for nursing staff by efficiently completing assigned tasks on time.

Education

Associate of Science - Medical Transcription

Kaplan College - Phoenix
Phoenix, AZ

GED -

Middletown High School
Middletown, OH
03.2010

Skills

  • Performance Metrics
  • Call decisioning
  • Call Handling Techniques
  • High-volume call centers
  • Empathy and patience
  • System Documentation
  • Information Protection
  • CRM Software Usage
  • Payment Processing
  • Problem-solving skills
  • Resolving issues
  • Verbal and written communication

Timeline

Inbound Call Center Representative 1

Humana
11.2020 - Current

STNA

Otterbein Senior Living
02.2017 - 10.2020

Associate of Science - Medical Transcription

Kaplan College - Phoenix

GED -

Middletown High School

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Tana Brezovits