Representative Inbound Customer Service

BREANNAH N. CLAYTON

**** *. *-*** ******* Rd. Apt H, Oklahoma City, OK 73159 405-***-****

***********@*****.***

PROFESSIONAL SUMMARY

Dedicated and compassionate professional with 14+ years of experience in the healthcare field with demonstrated strengths in customer service, time management, and critical thinking. 5 years of experience as a Customer Service Representative prior to my career as an LPN. Good at staying on top of demands in fast-paced environments and/or situations by effectively using slow periods. Maintains organized, clean and quiet work environment with diligent attention to important details as well as building successful solutions. Excellent verbal and written communicator with a strong background cultivating positive relationships and exceeding goals. I'm highly capable of identifying and quickly closing any knowledge gaps to offer value to my employer and team. SKILLS

● Maintains excellent customer service with customized experience to each and every customer

● Ability to navigate PC functions

● Access to quiet home office space

● Coachable

● Able to accept constructive criticism and implement towards improving customer experiences

● Can type 40+ wpm

● Quick learner

● Excellent verbal and written communication with proper grammar and writing skills

● Able to navigate between multiple tabs/screens

● Presents professional and timely communication

● General clerical duties including: data entry, filing, copying and faxing of documents

● Critical And Analytical thinking

● Problem solver/troubleshooter

● Active listener

● Adaptable

● Outgoing personality

● Quality assurance

● Multitasking

● Complaint resolution

● Follows Policies And Procedures

EXPERIENCE

● Customer Service Representative TTEC (USAA Bank) Oklahoma City, Oklahoma JULY 2021- Present

Responsible for establishing, retaining, and deepening customer relationships by performing efficient and accurate banking transactions; and opening and closing accounts in support of Bank and member goals and objectives. Identifies member events to provide solutions and/or products and assisting members with product selections that meet the member's needs and facilitate the member's financial security. Empathizes with members and provides offers & solutions to make it easy for members to have peace of mind with trusting USAA as their financial institution.

● LPN Charge Nurse Brookwood Skilled Nursing and Therapy Oklahoma City, Oklahoma JULY 2019- JAN. 2021

Supervised nurse assistants and coordinated workflow to support patient needs. Completed patient documentation procedures in PCC. Delivered top-notch care for all basic needs, including changing dressings, managing catheters and preventing or treating bedsores. Improved patient care and outcomes through close collaboration with the healthcare team. Tracked patients' responses to medications, behaviors, and vitals for treating clinicians. Contributed to patients' treatments by administering prescribed medications and starting intravenous fluids. Helped patients with routine needs, special calls and emergencies.

● Charge Licensed Practical Nurse South Pointe Rehabilitation and Care Center Oklahoma City, Oklahoma

MAY 2017- JUNE 2019

Supervised nurse assistants and coordinated workflow to support patient needs. Tracked patients' responses to medications, behaviors, and vitals for treating clinicians. Contributed to patients' treatments by administering prescribed medications and starting intravenous fluids. Delivered top-notch care for all basic needs, including changing dressings, managing catheters and preventing or treating bedsores. Assisted with laboratory testing by collecting and transporting biological samples. Improved patient care and outcomes through close collaboration with the healthcare team.

● Licensed Practical Nurse Armor Correctional Health Services Oklahoma City, Oklahoma April 2017 - Dec. 2017

Documented patient progress, reflecting care administered and responses. Handled patient intake, including documenting vitals, symptoms, and initial assessments. Communicated effectively with RN's, physicians and correctional officers providing seamless continuum of care. Conducted frequent rounds to evaluate care. Administered patient medications. Stayed on top of patients' needs with routine rounds, paying special attention to high-acuity patients. Handled administrative responsibilities, including documenting nursing notes and physicians' orders. Managed medication distribution and security for the medical unit, ensuring each patient received medication and preventing unauthorized access.

● Charge Licensed Practical Nurse Meadowlake Estates Nursing Center Oklahoma City, Oklahoma OCT. 2011- MAY 2017

Admitted, discharged, and transferred patients to support continuum of care. Completed patient documentation procedures in patients chart. Delivered top-notch care for all basic needs, including changing dressings, managing catheters and preventing or treating bedsores. Assisted with laboratory testing by collecting and transporting biological samples. Updated charts and unit records with timely documentation. Helped patients with routine needs, special calls and emergencies. Contributed to patients' treatments by administering prescribed medications and starting intravenous fluids. Tracked patients' responses to medications, behaviors, and vitals for treating clinicians. Improved patient care and outcomes through close collaboration with the healthcare team.

● Customer Service Representative Inbound and Outbound Discover Card Oklahoma City, Oklahoma

March 2008 - July 2011

Managed customer calls efficiently in a fast-paced call center environment. Delivered fast and friendly service regarding questions and service complaints. Followed up with customers to offer additional support and check resolution satisfaction. Compiled customer feedback to recommend improvements to management. Documented, researched, and resolved customer service issues. Resolved customer grievances consistently, collaborating with team members to achieve creative solutions. Referred unresolved customer grievances to designated departments for further investigation. Met inbound customer needs while maintaining strict performance targets.

● Customer Service Representative AOL Edmond, OK FEB. 2006- FEB. 2008

Answered inbound calls as well as made outbound sales/update calls each day to handle various concerns, set appointments, and close and/or make sales. Compiled customer feedback to recommend improvements to management. Managed documentation for new sales and service program sign-ups. Documented, researched, and resolved customer service issues. Assisted customers in resolving product problems regarding usage or repair. Explained promotions and special offers to customers. Handled customer inquiries, billing questions, payments, and service requests. Contributed to billing accuracy by determining charges for services requested, collecting deposits, and arranging payment plans. EDUCATION

DEC. 2004

● Associates of Occupational Studies in Practical Nursing Platt College- Oklahoma City, Oklahoma

MAY 2002

● High school equivalent diploma *graduated with high honors Batesville Job Corps. Center- Batesville, Mississippi

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