Vontoria Brim
Macon,GA
Summary
Customer service professional with 6+ years of experience delivering high-quality support in fast-paced environments. Skilled in resolving escalated issues, managing high call volumes, and building strong client relationships. Adept at using remote communication tools, CRM platforms, and documentation systems to provide seamless support in virtual settings. Self-motivated, adaptable, and committed to exceeding performance targets while working independently.
Overview
9
9
years of professional experience
Work History
Virtual Customer Service Representative
Charter Communications
Riverview, FL
03.2022 - Current
- Delivered exceptional remote and in-person support to a high volume of customers, achieving a 95% first-call resolution rate.
- Resolved escalated customer concerns, increasing satisfaction and retention.
- Managed billing inquiries, processed payments, and assisted with account updates.
- Performed database management and accurate documentation to ensure compliance.
- Collaborated with cross-functional teams using Microsoft Teams and email to address complex service issues.
Office Manager
Tampa Family Health Centers
Tampa, FL
07.2019 - 02.2022
- Directed daily operations to ensure high-quality patient service and financial performance.
- Supervised and trained registration staff, improving workflow efficiency.
- Managed cash handling, reconciliations, and enforced internal controls.
- Resolved operational challenges through critical thinking and proactive solutions.
- Maintained composure and performance under high-pressure conditions.
Customer Service Representative
Progressive Insurance
Tampa, FL
02.2019 - 06.2019
- Provided customer support for policy inquiries, claims, and billing.
- Documented interactions accurately to streamline claims processing.
- Recommended coverage solutions based on client needs.
- Maintained high call quality scores while handling a large daily call volume.
Customer Care Specialist
General Dynamics Information Technology
Riverview, FL
08.2016 - 02.2019
- Supported customers with Medicare inquiries, claims, and eligibility verification.
- Consistently met and exceeded call quality and efficiency standards.
- Reduced wait times by streamlining call-handling processes.
- Delivered empathetic, solution-focused service to diverse clients.
Education
High School Diploma -
Cornerstone Christian
Townsend, GASkills
- Remote Communication Tools (Zoom, Microsoft Teams, Slack)
- CRM & Database Management (Salesforce, Zendesk)
- Call Volume Management & First-Call Resolution
- Email, Chat & Phone Support
- Documentation & Reporting
- Time Management & Multitasking
- Conflict Resolution & Customer Retention
- Billing, Payments & Account Management
- HIPAA
- Medical Collection
References
Available Upon Request
Timeline
Virtual Customer Service Representative
Charter Communications
03.2022 - Current
Office Manager
Tampa Family Health Centers
07.2019 - 02.2022
Customer Service Representative
Progressive Insurance
02.2019 - 06.2019
Customer Care Specialist
General Dynamics Information Technology
08.2016 - 02.2019
High School Diploma -
Cornerstone Christian