Tia Brown

- Answer inbound calls from the general public regarding government healthcare and benefit programs

- Assist customers with completing applications, eligibility questions, and account updates

- Accurately enter, document, and update customer information in internal systems

- Explain application status, next steps, and program requirements in a clear and professional manner

- Process changes such as updates to household information, income, and enrollment details

- Verify customer information while maintaining strict confidentiality and data privacy standards

- Escalate complex issues or cases to appropriate departments for resolution

- Provide support through phone and system-based communication tools while following scripted procedures

- Meet performance standards including quality assurance, call handling time, and productivity metrics

- Attend required training sessions and stay updated on policy and system changes

• Provided attentive and friendly customer service in a fast-paced dining environment
• Greeted guests, presented menus, and took accurate food and beverage orders
• Entered orders into the POS system with attention to detail and accuracy
• Delivered food and beverages promptly while ensuring correct order presentation
• Checked on guests regularly to ensure satisfaction and address any needs or concerns
• Processed payments, handled cash and credit transactions, and balanced receipts at shift end
• Maintained cleanliness and organization of dining areas in compliance with health and safety standards
• Collaborated with kitchen staff and team members to ensure efficient service flow
• Resolved guest complaints professionally to maintain a positive dining experience
• Promoted menu items and specials to increase sales and enhance customer satisfaction

• Supervised and supported a team of customer service representatives in a high-volume call center environment
• Monitored daily performance metrics including call quality, productivity, and customer satisfaction scores
• Provided coaching, feedback, and ongoing training to improve team performance and service delivery
• Handled escalated customer issues and ensured timely, professional resolution
• Ensured compliance with company policies, procedures, and quality standards
• Assisted with onboarding and training of new employees to support team readiness
• Prepared and reviewed performance reports to track team progress and identify improvement areas
• Collaborated with management to improve processes and achieve service level goals