Customer Service Professional

Brenda Brooks

**** ******** ** **********, **** *5240

513-***-**** ************@*****.***

QUALIFICATIONS SUMMARY _

Experienced account management and customer service professional, with effective oral and written communication skills, excellent interpersonal skills, and proven abilities in training and developing customer service representatives.

WORK EXPERIENCE

School Age Group Lead

Best Point Education & Behavioral Health 2021 – 2023

Work in an Afterschool Program setting, children ages 5 – 12

Provided social and educational skill

Assist with homework assignments

Write weekly activity plans

Provided social emotional learning and school success

Engaged children in recreational play and educational games

Patient Accounting Representative

UC Health, Cincinnati, Ohio 2016 - 2018

Assist manager in daily operations and collection of delinquent accounts

Negotiate account settlement/process patient payment

Review discount qualifications and setup payment plan

Manage and update patient accounts

Review processes and implement improvements to increase efficiency

Identify and report collection trends

Grievance and Appeals Representative

Anthem, Inc., Cincinnati, Ohio 2014 - 2015

Assess cases to determine appropriate classification

Verify proper documentation for grievance and appeal letters

Monitored calls for quality assurance

Ensure member information is accurate and up to date

Identify and report errors

Proofread and revise letters

Follow all state and federal guidelines

Customer Account Analyst

Sun Chemical Corporation, Cincinnati, Ohio 2012 – 2014

Manage the service delivery process

Process orders and ensure prompt delivery

Provide high level of customer service for internal and external customers

Troubleshoot issues to ensure efficient processing

Conduct trend analysis of customer order data

Victim Assistance Professional/Program Coordinator

Seven Hills Neighborhood Houses 2010 – 2011

Provide support information to victims of crime

Schedule and conduct interviews and develop a plan of action

Develop and maintain relationships with law enforcement and other victim service providers

Provide on-going support for victims and their families

Facilitate monthly team meetings

Monitor program activities/supervises after school program daily/develop wholesome relationship with each student and parents. Assist with student homework assignments.

PROFESSIONAL SKILLS

Proficient in Microsoft Office Tools: Excel, Word, PowerPoint, Epic

Experienced in problem solving, multi-tasking, and working in fast paced environments

Specialize in leadership, employee development, and training

Strong written, verbal, and interpersonal communication skills

EDUCATION

University of Cincinnati Cincinnati, Ohio

Bachelor of Arts in Organizational Leadership

Cincinnati State College Cincinnati, Ohio

Associate of Applied Business in Business Management

AWARDS/CERTIFICATES

Office of the Ohio Attorney General – Certificates of Completion; Advocacy for Marginalized Communities, Ohio Victims of Crime Compensation Program, and Conference on Victim Assistance, 2011

Seven Hills Neighborhood Houses – Certificate of Volunteerism, 2010

University of Cincinnati – Center for Organizational Leadership; Award of Excellence for Leadership and Team Participation, 2009

Urban League of Greater Cincinnati; Volunteer of the Year, 2007

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