Brittani

Ducksworth

**** ****** ****** ********, **

31907

ad4psb@r.postjobfree.com

+1-404-***-****

EXPERIENCE

Adecco/Accenture, NM Remote — Human Service

Department Agent

**/**** - *resent

Assist NM members with questions and concerns about Medicare, SNAP, Child Support, Cash Assistance, Medicaid, and etc

Update NM members’ information

Reship medicare cards

Process claims and document reasoning and solution of calls through phone, chats, and email

Assist with application, renewals, and interim reports

Assist CW with eligibility and qualifications

Answered incoming calls and emails, providing frontline customer support or assistance

Used probing techniques to de-escalate angry

customers during telephone interactions.

Consulted with customers to resolve issues.

Improved customer service wait times to mitigate complaints. Randstad/Labcorp, GA Remote — Customer Service

Agent

06/2023 - 12/2023

Reviewed files, records and other obtained documents to respond to customer requests.

Developed strong customer relationships to encourage repeat business.

Escalated customer concerns, issues and requirements to supervisors for immediate rectification.

Upheld quality control policies and procedures to increase customer satisfaction.

Managed high-volume of inbound and outbound customer calls.

Helped clients navigate online systems within established frameworks to obtain services.

Concentrix, Remote — Customer Service Agent

2/2021 - 2/2023

Answered incoming calls and emails, providing frontline customer support or assistance via chat, email, and phone

Demonstrated excellent communication skills in resolving SKILLS

1+ year of chat

2+ years of email

3+ years of phone

Inbound/Outbound calls

1+ year Healthcare

Hoyer lift

Time Management

Leadership

Teamwork

Active Listener

4+ years of customer service

Transferable

Detail-Oriented

Interpersonal

Call Documentation

Organized

Critical Thinker

Multi-Tasking/Multiple Systems

Attention to detail

Focus

Empathetic

Reliable

2+ years utilizing multiple

softwares; Salesforce, Outlook,

AWS, Teams, etc

Editing

Adaptable

Self Control

Patient

.

REFERENCES

Ms. Sims — High School

Guidance Counselor +1 (706)

401-0800

Sgt Rolle —- High School ROTC

Teacher +1-762-***-****

Kidist S —- Pokespot

Supervisor +1-678-***-****

product and consumer complaints.

Remained calm and professional in stressful

circumstances and effectively diffuse tense situations.

Used proven techniques to de-escalate angry

customers during telephone interactions.

Answered inbound calls, chats and emails to facilitate customer service.

Answered inbound calls to provide information, answer questions or discuss payment options.

Managed high volumes of inbound and outbound

calls in a fast-paced environment to build, cultivate and establish lucrative client relationships.

Asked probing questions to determine service needs and accurately input information into electronic

systems.

Referred unresolved customer grievances to designated departments for further investigation.

Kept records of customer interactions or transactions, thoroughly recording details of inquiries.

Answered incoming calls and provided the highest level of professionalism and knowledgeable service to every customer.

Navigated through computer systems to review

information and respond appropriately to callers.

Engaged in conversation with customers to

understand needs, resolve issues and answer

product questions.

Engaged actively with callers, confirming or clarifying information and diffusing anger.

Answered questions about the virus covid - 19 to the best of my ability with the information provided.

CSRA Private Duty, Washington, GA — Home Health Aid 9/2020 - 9/2021

Maintain home duties such as laundry services,

housekeeping, and etc

Meal Preps

Assisted patients with personal hygiene duties

Managed bed to chair transfers with hoyer lifts

Monitored schedules for patients such as appointments, scheduled medications, and exercises.

Engaged and created lifelong friendships with patients

Ensure patients safety

The Pokespot, Atlanta, GA — Crew Member

08/2018 - 05/2020

Food worker managed high volume, fast paced services

Handled credit and US currency transactions accurately

Maintained satisfied customers and high standards of customer service ratings

Knowledgeable of Service Food Regulations

EDUCATION

Henry W. Grady High School, Atlanta, GA — High School Diploma

May 2016 - August 2020

Maintained a 3.0 GPA

Contact this candidate