Uini Brown
Henderson,NV
Summary
Uini Brown is an efficient and results-driven management professional with over 15 years of experience in customer service and call center operations. Brown has a proven track record of leading teams of 10+ representatives, enhancing response times by 25%, and achieving a 95% customer satisfaction rating. Brown’s expertise lies in training and process improvement, which has successfully reduced escalations by 30%. Brown is committed to delivering exceptional customer experiences and driving operational excellence.
Overview
19
19
years of professional experience
Work History
Management/Customer Service
Johlie Express
Henderson, NV
01.2015 - Current
- Led a team of 10+ customer service representatives, improving response time by 25%.
- Resolved 50+ customer inquiries daily while maintaining a 95% customer satisfaction rating.
- Reduced escalations by 30% through improved training and issue-resolution procedures.
Customer Service Representative/Call Center
Servicing Solutions Group, LLC
Enterprise, NV
03.2007 - 12.2014
- Claims Intake: Receive and record initial reports of workplace injuries; ensure all state-mandated forms (e.g., First Report of Injury) are initiated.
- Inquiry Management: Answer high-volume calls and emails from claimants, employers, and medical offices regarding claim status, payment schedules, and authorization for treatment.
- Documentation & Compliance: Maintain digital files with meticulous accuracy, ensuring medical notes, wage records, and other relevant documentation are up-to-date and accessible.
- Coordination: Schedule Independent Medical Examinations (IMEs) and coordinate with nurse case managers or adjusters to move the claim forward.
- Benefit Explanation: Explain complex insurance terminology and state-specific worker’s comp benefits to injured workers in an easy-to-understand manner.
- Key Responsibilities
Education
High school diploma - undefined
Granger High School
West Valley City, UT06.2002
Skills
- Leveraged Microsoft Excel to enhance data management and reporting capabilities Guided team in developing complex spreadsheets to streamline project workflows Championed the use of Excel tools to improve data accuracy and accessibility
- Delivered comprehensive English lessons to support language acquisition and fluency
- Executed systematic collection of loan documents to streamline processing and enhance operational efficiency
- Oversaw customer service operations to improve response times and service quality Developed training programs for staff to enhance customer interaction skills Implemented strategies to elevate customer satisfaction and loyalty
- Performed data entry tasks to support efficient record-keeping and information retrieval
- Ensured accuracy and precision in documentation and reporting to uphold quality standards
- Oversaw typing and documentation processes to enhance team productivity Coordinated with team members to ensure timely completion of written materials Streamlined communication by maintaining organized records and files
- Facilitated financial sales processes to enhance client investment opportunities
- Managed comprehensive intake of loan applications to streamline approval workflows
- Utilized Google Workspace applications to streamline communication and project management
- Verified loan documents to ensure compliance with regulatory standards
- Provided timely assistance to customers via phone to resolve inquiries and enhance satisfaction
- Managed daily computer operations to support organizational workflows and productivity
- Applied organizational skills to streamline workflows and enhance productivity
Timeline
Management/Customer Service
Johlie Express
01.2015 - Current
Customer Service Representative/Call Center
Servicing Solutions Group, LLC
03.2007 - 12.2014
High school diploma - undefined
Granger High School