Veronica Davis-Brockington
Blythewood,SC
Summary
Dynamic administrative professional with over 20 years of experience in office administration, clerical support, and management of confidential documents. Expertise in delivering exceptional customer service and technology support, with a strong ability to troubleshoot technical issues and assist end-users effectively. In-depth knowledge of HIPAA and PHI confidentiality standards ensures strict adherence to regulations when handling sensitive information. Proven track record in managing schedules, coordinating events, and navigating high-volume communications with precision and discretion. Proficient in Microsoft Office Suite, data entry, and workflow optimization.
Professional with a strong background in choral leadership and music education. Skilled in conducting, vocal coaching, and music theory, driving high-quality performances and fostering a collaborative team environment. Adept at adapting to changing needs and ensuring reliable, consistent results. Known for effective communication, organizational skills, and a passion for nurturing musical talent.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Choir Director
Mount Zion Missionary Baptist Church, Darlington SC
02.2023 - 06.2025
- Directed and organized music ministry for two weekly services, engaging a congregation of 200+ members.
- Prepared digital slides, sheet music, and media presentations, ensuring 100% copyright compliance.
- Recruited and developed 15+ musicians and vocalists, increasing participation by 40% in two years.
- Planned and led seasonal performances (Christmas, Easter, Lent), enhancing community engagement and attendance.
- Collaborated with pastoral staff to align worship music with church mission, improving service satisfaction scores in feedback surveys.
Technology Support Specialist
Blue Cross Blue Shield of SC
02.2013 - 04.2025
- Delivered Tier I and Tier II technical support to 50–100 customers daily, achieving an average 92–95% first-call resolution rate.
- Cross-trained in multiple help desk areas, increasing coverage efficiency by 30% during peak call volume.
- Independently resolved password resets, system access, and software issues, reducing escalations by 25%.
- Consistently exceeded departmental performance metrics, maintaining top-tier quality scores and customer satisfaction ratings.
- Mentored and coached 10+ new hires, improving onboarding efficiency and reducing training time by 15%.
- Ensured HIPAA/PHI compliance in every interaction, with zero breaches or violations throughout tenure.
- Provided advanced troubleshooting for EDI transactions, resolving 95% of issues without escalation.
- Handled First lower technical support to customer to Verizon customers related to EDI
- Took inbound and outbound calls also understood HIPAA and the discretion of these accounts.
- Handle confidential and sensitive information with discretion
EDI Support Specialist II
Blue Cross Blue Shield of SC
10.2008 - 02.2013
- Managed 100+ Tier I and Tier II calls daily, meeting and exceeding SLA response and resolution times.
- Provided advanced troubleshooting for EDI transactions, resolving 95% of issues without escalation.
- Recognized as Subject Matter Expert (SME) for Tier I support, training and mentoring 15+ new hires.
- Contributed to multiple acquisition transitions and federal mandate compliance projects, ensuring 100% on-time completion.
- Analyzed operational reports to forecast call volume, improving staffing accuracy by 20%.
- Consistently ranked in the top 10% of the team for productivity, accuracy, and customer service quality.
Assistant Pastor
Hope Missionary Baptist Church, Florence SC
01.2008 - 01.2012
- Preached weekly sermons and led Bible studies, reaching an audience of 150+ members across diverse age groups.
- Partnered with church leadership to launch new ministry initiatives, increasing member participation by 25%.
- Counseled individuals and families, providing guidance that improved congregational retention and satisfaction.
- Delegated responsibilities to ministry leaders and volunteers, reducing staff workload by 20% while boosting engagement.
- Organized and participated in community outreach, strengthening church presence and drawing in new members.
Customer Service Claim Representative
Aetna Insurance Company, Columbia SC
03.2005 - 01.2008
- Processed and resolved 50–70 medical claims daily with 98% accuracy rate, ensuring compliance with HIPAA/PHI regulations.
- Handled 75+ inbound calls daily, consistently meeting or exceeding quality assurance and call resolution benchmarks.
- Reduced claim reprocessing errors by 15% through attention to detail and customer education on coverage.
- Recognized for excellence in customer service, maintaining one of the highest client satisfaction ratings in the department.
- Assisted in updating training documentation for claim handling procedures, improving onboarding for new employees.
Education
No Degree - Medical Assistant
Beta Technical College
Columbia, SC01-2005
High School Diploma -
Wilson High School
Florence, SC06-1987
Skills
- Microsoft Office Suite
- Oracle
- Cisco Any Connect
- Rumba
- Secure ID RSA
- Avaya
- Remedy
- Service Now
- Help Desk Support
- Technical Troubleshooting
Accomplishments
- Ordained Baptist Minister since 2006
- Assistant Pastor 2008 - 2012
- Total Quality Customer Service Professional Award
- Good to Great Award
- Astonish the Customer Award
- Run it Like You Own It Award
- Technician of the Quarter Award
Certification
Medical Assistant
Licensed Ordained Minister
Languages
English
Full Professional
Timeline
Choir Director
Mount Zion Missionary Baptist Church, Darlington SC
02.2023 - 06.2025
Technology Support Specialist
Blue Cross Blue Shield of SC
02.2013 - 04.2025
EDI Support Specialist II
Blue Cross Blue Shield of SC
10.2008 - 02.2013
Assistant Pastor
Hope Missionary Baptist Church, Florence SC
01.2008 - 01.2012
Customer Service Claim Representative
Aetna Insurance Company, Columbia SC
03.2005 - 01.2008
No Degree - Medical Assistant
Beta Technical College
High School Diploma -
Wilson High School