Customer Service Representative

Brittney Drye

*****************@*****.*** 904-***-****

** ***** **** ***, ** Augustine, Florida 32092

PROFESSIONAL SUMMARY

Knowledgeable and proactive customer service team member with advanced call management and problem resolution skills. Promote consistency across department by helping to standardize procedures and solutions. Enhance team performance with effective training, mentoring and quality control skills.

SKILLS

• Escalation management

• Call control

• Documentation review

• SOP writing

• Issue research

• Inbound call management

• Escalation problem-solving

• Order documentation

• Account updates

EXPERIENCE

Senior Customer Service Representative

McKesson Medical – St Augustine, Florida January 2021 - Current

Communicated best practices to team members, continuously helping to optimize standard operating procedures for responses to different concerns.

Took on challenging calls from less experienced customer service team members.

Restored satisfaction and loyalty in customers with serious concerns by using expert communication skills and smoothly resolving various problems.

provided customer service to all local and state medical covid vaccine fsacilities

Customer Service Representative

Brightway insurance – Jacksonville, Florida March 2019 - November 2021

Followed up with customers to offer additional support and check resolution satisfaction.

Documented, researched and resolved customer service issues.

Handled customer inquiries, billing questions, payments and service requests.

Managed customer calls efficiently in fast-paced call center environment.

Provided customers with information to make educated decisions.

Provided technical and subject matter expertise concerning policies and procedures.

EDUCATION

Associate Nursing

FSCJ Jacksonville, Florida May 2018

Pre-requisites / Associates of Applied Science

Purdue university West Lafayette, Indiana May 2016

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