Ukylia Brown

Promoted high customer satisfaction by resolving problems and questions regarding medical and pharmacy benefits. Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support by adhering to 95% availability and quality.

Prevented key account losses by researching discrepancies using CRM Salesforce, RxNova and Call Connect, MARX

Using standard scripts and established guidelines and under supervision, to meet SLAs while high call demand. Provided customers with information that is specialized and communications regarding changes to formulary for medication or authorization status.

Recommended improvements in products, service and billing methods to management to prevent future problems for billing issues.

Troubleshooted IT issues for member online account access, password resets, and web search using Zendesk

Provided training sessions for new employees at the SME.

Provides expert medical care to enhance the medical readiness of over 900 military and civilian staff members

Adhered to applicable regulations, policies and procedures for health, safety and environmental compliance.

Records and files test results, keeps operating instructions up to date, and assists new laboratory personnel

Creates and edits service treatment records to reflect the medical care provided to each military personnel for duty

Knowledge of the Joint Commission, CMS and Accreditation of Ambulatory Health Care. Knowledge of human anatomy and physiology

Conducted patient interviews to gather health history, vital signs and information about current medical issues. Maintain accurate records of patient information, test results, and treatment plans to ensure continuity of care Trained and supervised junior medical personnel on medical procedures, safety protocols

Answered inbound calls, chats and emails to facilitate customer service to banking members with a high call volume Transmitted information for banking products/services information for checking/savings accounts, loans, and credit cards by answering questions

Maintained call center database by entering and verifying member information and demographics Exceed performance targets by 3%-19% monthly to meet the clientele Accomplished sales goals every quarter by achieving 300 weighted points

Upheld quality control policies and procedures to increase customer satisfaction.

Demonstrated strong problem-solving skills by efficiently resolving customer inquiries, complaints, and technical issues regarding products and services.

Developed and implemented best practices and standards for the industry as Subject Matter Expert (SME)

Conducted data entry actions to input new merchandise into the automated supply inventory system database Conducted quality assurance actions to account for assembled merchandise and items to be shipped Assist clients and customer by answering multiple phone lines, filing, emailing, faxing using multiple systems to process orders such as: Oracle, ITrade, QuickBooks

Determined appropriate databases for completed documents and transferred files electronically through email or chat. Build, manage, and develop a team comprised of [10] personnel, provide coaching and mentorship, conduct performance evaluations, and establish inclusive work cultures

Conducted regular data quality checks to ensure information integrity and consistency

Exceeded quality goals to support team productivity.

Prepared and cooked meals for large groups of military personnel in a timely and efficient manner

Ordered necessary supplies from vendors within budget constraints for garrison and field operations. Performed quality control checks on all cooked foods before serving to military personnel Followed strict health and safety protocols to maintain a clean and sanitary kitchen environment Collaborated with kitchen staff to create diverse and nutritious menu options for daily meals

Cleaned, sanitized and maintained food storage, preparation and serving areas.

Wrapped, dated and labeled food items in storage for safety and freshness.

Operated ovens, fryers and mixers safely to prevent kitchen accidents and machinery malfunction.