Briana Kennedy

Austin, TX *****

ad1nsm@r.postjobfree.com

+1-737-***-****

I am the employee who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Resourceful with consistency that meets and exceeds productivity goals. A mother with the proven capacity to troubleshoot issues to ensure customer satisfaction. I can offer a record of successful job performance, proven problem-solving ability and experience developing and implementing innovative solutions.

· Dedicated to process improvement

· Troubleshooting skills

· Service solutions

· Conflict resolution proficiency

· Devoted to data integrity

· Telecommunications knowledge

· High customer service standards

Authorized to work in the US for any employer

Authorized to work in the US for any employer

Work Experience

Service Dispatcher

iEnergizer - Austin, TX

April 2023 to October 2023

I assist customers calling in to receive Emergency roadside assistance such as tire changes, fuel delivery, unleaded and diesel, lockouts winching and tows. After getting specific details about the customers insurance policy and vehicle information I get the customers current location and vehicle destination. If necessary, I am able to help customer determine their specific location by sending a text message directly to their phone. This will help them provide me the coordinates of their current location. I hang up with them insuring them they will be reached back out to by phone and text message updates and begin to find the most appropriate provider necessary. Benefits Verification Specialist

AmerisourceBergen - Austin, TX

September 2022 to March 2023

It was my job to reach out to outpatient facilities and providers to verify insurance coverage on behalf of patients for an injection by the name of Orencia. Benefits are specifically documented in our system under patients profile. For each call, the prior authorization department must be contacted to verify if a prior authorization is required (depending on provider and/or insurance.) Customer Service Representative

George P. Johnson - Austin, TX

February 2022 to August 2022

I worked remotely as a part of a contact center for Schwab’s business conferences. Helping attendees get registered, booked for hotel stays and providing general information for these events. Majority of the cases would be emails with some calls, confirming registration, providing dates and fees of events and invitation status.

Loan Manager

Credit Serve - Pflugerville, TX

May 2021 to January 2022

Loan Manager is the position. I answered inbound and outbound calls to and from potential customers and returning customers and left voicemails daily I go threw a full loan application process after the customer has been pre-approved online. It is essential that each phone interaction is verified by email and last four of social. I verified customers banking information by a read only copy of their bank statement customer provides online through our system or a 3-way call to customers financial institute if they receive direct deposit. If loan is denied application is withdrawn, automatic notice is sent by email Loan is denied or approved primarily based on customer’s income. Each customer’s financial status places customers in different stores with max loan amounts and procedures Certified Nurse Aide

Park Manor Bee Cave - Austin, TX

June 2020 to December 2020

I was advised by employer prior to start date there was a requirement to pass an assessment to be considered a nursing aide and to perform essential job duties. I worked at a skilled living facility passing out food trays to residents, preparing coffee to their liking meaning actually getting to know the residents and really understanding their wants and needs, assisting with eating, assist with going to the bathroom/ diaper changes, fluid intake, showers, grooming, transporting and other daily needs that I was permitted to help out with for residents

Customer Service Representative

Centene - Austin, TX

September 2019 to March 2020

I assisted provider's with insurance information for members such as coinsurance cost sharing and deductibles for Benefits. Also providing help with finding a doctor and appointment scheduling when necessary

Enrollment Broker

Maximus - Austin, TX

April 2018 to October 2018

It was my job to assist callers with enrolling into a Medicaid/CHIP medical plan and dental plan such as Superior, Texas Children's Health plan, Cook's Children's Health plan and Blue Cross Blue Shield (just to name a few) as well as list a primary care provider and Main dentist. I was responsible for pulling up everyone's case in the house hold. Even if the call was off topic I asked "does anyone in the home receive CHIP or Medicaid". If the caller was new to the program, it was my job to inform them of the benefits. If the caller called about something out of my control (food stamps or PCP change) I would direct them to where they needed to be. I informed callers if their children were due for a Texas

Health steps check up and offered help to schedule the appointment. For the CHIP callers, sometimes there was an enrollment fee and I let them know the due date, amount of fee and how to make the payment.

I also had access to co-payment information. If applicable, at the end of each call, I informed the caller of other assistance to my knowledge and offered the assistance. Tech Support Agent

TELUS International - Austin, TX

February 2017 to January 2018

I assist project fi customers with troubleshooting, Replacement devices, activation, porting numbers, account management, billing inquiries, pricing, shipping labels, international calling, cellular data and wi-fi connection, reboots, and overall information about the devices supported by Google's Network: Project Fi

Technical Support Representative

Youtube TV - Austin, TX

June 2016 to December 2016

I assisted subscribers with monthly their premium payment information. I helped with the installation and Troubleshooting the app on their smart tv's.I was able to provide the customer with a full refund if they were still in their grace period or at the end of their free trial. In some instances, I would have to send out an email (if customer wanted to cancel subscription) and in those emails, punctuation had to be superb. At the end of each successful interaction I offered the survey. I did online chat support as well Bus Monitor

Dell Valle isd - Del Valle, TX

June 2014 to April 2016

Responsibilities

Monitor students on the bus making sure they are being properly seated and practicing being safe. I also take students to and from school on a suburban provided by Del Valle isd Transportation. Accomplishments

A gained a bond with students during the school year, seeing them everyday. Spending the little bit of time with them, making sure they get to school safely has a great impact on me. Ownership, responsibility, authority, kindness, problem solving, practice being safe and listening skills Security Officer (Full-time)

Adesa - Austin, TX

September 2013 to May 2014

Responsibilities

Secure grounds. acquire proper wiring around steering wheel to keep up with car keys. stamp sign and date necessary paperwork from dealers and repos associated with the company. accurate and detailed note taking prepared to be passed over to the officer relieving me. gate code must be activated at certain time daily and front gate must be locked while doing so Dietary Aide

Heritage Park Skilled Living & Rehabilitation - Austin, TX December 2012 to May 2013

job duties included: • washing dishes,

· busing tables,

· preparing snacks and beverages separating and alternating snacks for dialysis patients,

· presetting trays,

· emptying the trash,

· cleaning residents bathrooms,

· washing clothes,

· folding clothes,

· hanging clothes up,

· delivering clothes to residents room where they were placed in the designated closets for the residents, Intent Analyst

Interactions - Austin, TX

August 2012 to November 2012

• transfer calls for recorded requests for companies such as apple and many hotels Omni being one must be accurate and speedy at directing calls to the correct designated area of inquiry Education

High School Diploma

Austin Community College District - Austin, TX, US 2011

Skills

• Data Entry

• Software Troubleshooting

• Telecommunication

• Live Chat

• Network Support

• Primary Care Experience

• Technical Support

• Dietary Aide Experience

• Help Desk

Certifications and Licenses

First Aid Certification

Contact this candidate