Customer Service Call Center

PROFESSIONAL SUMMARY

EXPERIENCE

JOANELL BROWN

469-***-**** *********@*****.*** Euless, Tx 76039

Diplomatic Customer Service professional versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty.

ABM Aviation Inc

Sugerland, TX November 2017 - April 2023

SUPERVISOR

Identified and addressed various team issues,

resulting on a 20% improvement in overall team

cohesion and morale

Provided continuous support to all team members,

helping to resolve conflicts and improve individual and group performance.

Ensured compliance with operating standards and

company policies, leading to a 15% decrease in

policy violations.

Conducted comprehensive driver coaching

sessions, resulting in a 10% increase in on-time

performance and a 20% reduction in passenger

complaints

Led training and development programs for

staff,resulting in a 25% increase in overall

employee productivity and satisfaction

UNITED HEALTHCARE SERVICES

Milwaukee, WI November 2016 - July 2017

CLAIMS REPRESENTATIVE

Delivered quality customer service to assigned,

insured and claimants throughout the entire

claims lifecycle to promote effective service times for all parties

Assessed policy coverage and pulled contracts for

review

Processed high volumes of bodily injury claims

efficiently while working in fast-paced

environment

Negotiated settlements for uncomplicated claims

in accordance with actual company liability

Collaborated with field support team, including

providers, quality control, file review, team lead

and adjusters to deliver support specific to the

claim assignment

Submitted up-to-date activity and production logs

to agency management for review

LUBSEY MEDICAL CENTER

Wauwatosa, WI July 2014 - November 2016

PATIENT SERVICE REPRESENTATIVE

Scheduled and confirmed patient appointments

with patients and healthcare professionals

Educated patients and families on treatments,

procedures, medications, continuing care and

community resources

Checked daily doctor schedules and verified

insurance

Met with patients and their families to discuss

medical procedures, medications, treatments and

continuing care plans

Utilized customer service skills and detailed

system knowledge to support hospital and clinic

operations

Charted resident responses, progress to

approaches used and reported abnormal signs and

symptoms to medical care professionals on staff

JCPENNEY LOGISTICS

Milwaukee, WI July 2013 - July 2014

CALL CENTER CUSTOMER SERVICE SPECIALIST

Helped company maintain exceptional client

service ratings on external audits

Boosted productivity by maintaining strong call

control and quickly working through scripts to

address diverse problems

Prepared, completed and processed customer

account forms and database changes

Reviewed customer data to assess current issues

and determine potential solutions

Met or exceeded call speed, accuracy and volume

benchmarks on consistent basis

Pursued opportunities to advance client relations

skills and further enhance customer satisfaction in every interaction.

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