Victoria Brisco
Columbus,OH
Summary
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Overview
11
11
years of professional experience
Work History
Temporary Call Center Agent- Medicare/SNP Sales
UPMC
10.2024 - 12.2024
- Provided the critical first impression a caller spoke with from UPMC for life
- Triaged inbound calls by determining caller needs
- Assisted potential UPMC for Life beneficiaries with different ways to learn about our plans
- Helped callers contact their Medicare Advisor for any questions about Medicare or UPMC for Life
- Completed Telephonic Enrollments on behalf of the beneficiary
- Made outbound calls to generate more inbound volume
- Entered information accurately into computer systems so that the call is routed to the appropriate person
Customer Service Representative IV
Avanos
03.2024 - 07.2024
- Provided best class customer service to both internal and domestic customers through exceptional commination (written and verbal) skills
- Processed Game Ready direct orders while completing all required tasks set forth for the Game Ready direct order management process
- Maintained sustainable relationships and trust with clients and the sales team through open and interactive communication
- Managed large amounts of outbound and inbound communication through emails required for order processing in accordance with the required SLA
- (Contract)
SDR - Cold Calling Specialist
SalesHive
02.2023 - 01.2024
- Utilized cold calling strategies to leads for B2B lead generation to book meetings with qualified buyers
- Maintained metrics that were outlined by managers
- Provided first class customer service to all clients and potential clients while making over 400 calls per day
- Upheld the vales of the company which were to be clever, respectful, understanding, social and to hustle (CRUSH)
- (Contract)
Technical Support Representative
SHL
Atlanta, GA
08.2021 - 02.2023
- Delivered quality customer service via phone, email, and chat to resolve issues in the required SLA
- Solved issues sent to us by clients, internal users, and applicants regarding our assessment systems, various browsers and devices, and third-party integrators that connect to our systems
- Provided first line reactive technical support to SHL customers who are experiencing a technical problem with their SHL system or service, resolving issues on a first contact basis wherever possible
- Responsible for the initial research and investigation prior to escalating unresolved issues to our back office for further research
- (Contract)
Dispatcher
Philips Healthcare
Alpharetta, GA
05.2020 - 08.2021
- Communicated effectively with individuals/teams to ensure high quality and timely completion of customer requests
- Cultivated strong relationships with field service engineers and customers to reduce the stress that comes with last-minute schedule changes and accommodate any special requests
- Acted as a communication liaison through the e-courier system and answer incoming phone calls from customers and field service engineers
- Scheduled appointments quickly and efficiently to ensure service level agreements were met in a timely manner
- Planned, adjusted and managed the dispatching board for engineers in the field in a timely manner within the SLA
- (Contract)
Customer Support Technical Specialist III
Ceridian
Atlanta, GA
12.2015 - 05.2020
- Provided consistent quality of customer service and support on Ceridian’s products and services for all clients
- Primarily focused on issues that had an immediate resolution and directing those issues that didn’t to the appropriate area of responsibility
- Assisted clients with payroll, HR, benefits, file feed issues in a timely matter while receiving cases from a queue and resolving them within the allotted SLA time
- Exceeded daily metric and weekly goals while still providing excellent customer service and following company guidelines
- Resolved all escalations by providing detailed resolutions for internal documentation and external clients
- Maintained high level of communication with clients to ensure the highest level of customer service
- Implemented new modules for clients in the system based on the clients business needs
Credit Support Specialist
Bank of America
Kennesaw, GA
10.2013 - 03.2015
- Provided thorough support and problem resolution for customers, over the phone and through email
- Reviewed and analyzed customers credit to see if they qualified for loans
- Verified proof of residence, income, telephone numbers and analyzed credit reports to ensure no fraud
- Informed customers about issue resolutions and ways to further prevent the issue in the future
- Determined new fraud related activities with consumers accounts through chat and calls from clients
Education
BS - Sports Management, Business Administration
Ohio University
Athens, OH01.2009
Skills
- Communication
- Sales
- Professionalism
- Salesforce
- Payroll
- Technical support
- Leadership
- Organized
- MS Office
- Work Day
- HCM
- Quality assurance optimization
- Customer communications
- Call quality
- Inbound call reception
- Training and mentoring
- Interpersonal skills
- Data gathering
- Telemarketing expertise
- Quality control
- Professional phone voice
- Product recommendations
- Issue resolution
- Script adherence
- Quality assurance
- Account updating
- Goal orientation
- CRM software
- Problem-solving skills
- Answering questions
- Data entry
- Call handling
- Resolving issues
- Training experience
- Team development
Timeline
Temporary Call Center Agent- Medicare/SNP Sales
UPMC
10.2024 - 12.2024
Customer Service Representative IV
Avanos
03.2024 - 07.2024
SDR - Cold Calling Specialist
SalesHive
02.2023 - 01.2024
Technical Support Representative
SHL
08.2021 - 02.2023
Dispatcher
Philips Healthcare
05.2020 - 08.2021
Customer Support Technical Specialist III
Ceridian
12.2015 - 05.2020
Credit Support Specialist
Bank of America
10.2013 - 03.2015
BS - Sports Management, Business Administration
Ohio University
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