Viviane Brust
West Des Moines,IA
Summary
Dedicated professional with expertise in customer service and data analysis/processing. Focused on improvement and client support, ready to enhance service delivery and drive operational excellence.
Overview
9
9
years of professional experience
Work History
Client Services Champion
Businessolver
West Des Moines, Iowa
06.2024 - Current
- Gathered and analyzed client feedback to identify trends and improve service delivery.
- Provided personalized support to clients, addressing inquiries and concerns effectively.
- Suggested process improvements based on client feedback to enhance service quality.
- Maintained accurate records of client interactions.
- Processed updates on members' records, and worked closely with carriers to ensure that all information was accurate and updated as soon as possible.
- Performed audits to identify and remedy risks to members' coverage.
Operations Guru
Businessolver
West Des Moines, Iowa
12.2021 - Current
- Provided client support via email and cases.
- Worked on error reports from carriers.
- Performed dashboard review and maintenance such as generating and resending files, importing files, etc.
- Worked as SFTP SME.
- Provided training for new team members.
- Performed carrier outreach.
- Built SFTP connections for exports, imports, and payroll files.
Processing Specialist
Businessolver
West Des Moines, Iowa
07.2021 - Current
- This has been added for record purposes, as I have never worked as a process specialist at Businessolver. I was asked to assist with Client Desk, triaging error reports until December 2021.
Insurance Processor
Cognizant Technologies Solutions
Des Moines, Iowa
10.2018 - 07.2021
- Collaborated with team members to streamline workflow processes for improved efficiency.
- Managed customer policies by updating information, and resolving discrepancies promptly.
- Trained and mentored staff on best practices for data entry and protection of customer privacy.
- Ensured all documentation was complete, accurate, and compliant with applicable laws.
- Acted as a subject matter expert, managing the internal questions queue.
- Performed QA review.
Customer Service Representative
Equifax
West Des Moines, Iowa
05.2018 - 09.2018
- Assisted customers with document processing to ensure timely and accurate deliveries.
- Managed customer inquiries by providing information on application statuses.
- Collected customer feedback to identify service improvement opportunities and enhance customer experience.
- Ensured service quality by adhering to established protocols and guidelines.
Department Manager
Bonton Stores Inc
West Des Moines, Iowa
02.2017 - 04.2018
- Led a team of staff members, fostering a collaborative and motivated work environment.
- Trained employees on company policies, enhancing compliance and operational knowledge.
- Monitored compliance with safety protocols, ensuring a secure workplace for staff and customers.
- Facilitated meetings to discuss departmental objectives and progress towards goals.
- Managed schedule conflicts to ensure optimal staffing levels.
- Resolved customer complaints promptly and professionally.
- Coached and trained new staff members, providing guidance on department policies and procedures.
- I was one of the 'key holders', performing closing related duties.
Education
Some College (No Degree) - Information Technology
University Estacio De Sa
Rio De Janeiro, Brazil (Remote)Skills
- Customer service
- Data analysis
- Technical support
- Process improvement
- Analytical and critical thinking
- Training facilitation
- Problem resolution
- Data entry
- Teamwork and collaboration
Languages
Portuguese
Native/ Bilingual
Spanish
Limited
Accomplishments
Top Performer of the Week Award for 30+ weeks
Timeline
Client Services Champion
Businessolver
06.2024 - Current
Operations Guru
Businessolver
12.2021 - Current
Processing Specialist
Businessolver
07.2021 - Current
Insurance Processor
Cognizant Technologies Solutions
10.2018 - 07.2021
Customer Service Representative
Equifax
05.2018 - 09.2018
Department Manager
Bonton Stores Inc
02.2017 - 04.2018
Some College (No Degree) - Information Technology
University Estacio De Sa