Customer Service Quality Assurance

PROFESSIONAL SUMMARY

Chloe' Y Brown

**** ****** *****, *** *, Raleigh, NC 27616 919-***-****, ***************@*****.***

Customer Support/Quality Assurance Professional with twenty plus years of industry experience delivering Customer support and Quality Assurance. A strong commitment to customer service, building strong relationships, resolving complex issues and winning customer loyalty. Strategic-relationship/partnership- building skills along with team building skills, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.

KEY ACCOMPLISHMENTS

•Managed a high-volume workload in a deadline-driven environment.

•Consistently met performance benchmarks in all areas (speed, accuracy and volume).

•Helped company attain the highest customer service ratings (as determined by external auditors) earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness. Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.

•Exhibited the ability to work independently as well as interacting with other groups within the company along with multi-tasking and organizational skills.

•Achieves thoroughness and accuracy when accomplishing a task for all areas involved.

•Participated in design of call monitoring formats and quality standards.

•Prepared and analyzed internal and external quality reports for management staff review.

PROFESSIONAL EXPERIENCE

PROGRAM SPECIALIST III PATIENT SUPPORT SOLUTIONS- FORTREA INC, 10/19/2020 – 12/202024, DURHAM, NC

Responsible for case management and reimbursement support to programs teams within PPS-SD. The focus of this role is to remove barriers that prevent patients or providers from accessing and staying on the therapies they need.

•Respond to inbound calls from customers, identify how best to assist the caller, document calls in appropriate database, and handle/escalate calls per PSPs.

•Ensure that the appropriate reimbursement steps have been taken for the patient such as the insurance verification, prior authorization process, claim, PAP screening, SP Triage etc. so that the case manager understands what the reimbursement or financial barriers the patient is facing and then can work on their behalf to remove it.

•Build relationships with patients, providers, or other key stakeholders to best meet their needs. Proactively keep them informed of progress, issues, and other important updates so they know the status.

•Recognize and identify trends within their region. Provide suggestions on how to address these issues to Supervisors and Client Management, educate and train team members on these issues as necessary.

•Assist with training new case managers by shadow/reverse shadowing them and serving as a data checker.

BUSINESS LIAISON FOR RTI, 1/31/2019 – 10/08/2020 - HRDIRECTIONS, RALEIGH, NC

Business Liaison responsible for contacting selected businesses, identifying the appropriate “point of contact” (POC), explaining the O*NET program and obtaining the POC’s agreement to participate. This also includes

•Working with the POC to obtain completed questionnaires from a sample of employees in selected occupations.

•After the POC has received the Information Package, call to secure his or her participation and confirm that there are employees in the target occupations.

•Help the POC create a list of employees in the occupations of interest and use the Case Management System to randomly sample a small subset of employees (maximum of eight employees per occupation, 20 employees total) for the establishment.

•Order customized questionnaire packets to be mailed to the POC, and request that the POC distribute the appropriate questionnaire packet to each sampled employee.

•Make follow-up calls to the POC at the prescribed intervals, as necessary.

•Maintain an accurate record in the Case Management System of all your interactions with selected establishments.

•Review problematic cases with your Team Leader or Operations Center Manager as needed.

•Meet performance expectations in areas of efficiency, quality, response rates and production.

•Adhere to all project protocols and deadlines.

•Always maintain the confidentiality of all survey data and materials.

•Complete administrative forms in a timely manner and in accordance with the procedures outlined in the O*NET manuals.

•Adhere to the work schedule you agreed to when you were hired.

•Represent RTI International, the O*NET Data Collection Program, the National Center for O*NET Development, and the U.S. Department of Labor in an ethical and professional manner always.

RESEARCH CLERK FOR RTI, 3/2018-1/31/2019 - HRDIRECTIONS, RALEIGH, NC

•Data Entry /Mail Receipt on numerous Educational Projects with the Fulfillment/Data Capture Dept. (Ops) Team.

•Responsible for the assembly and packaging of project related materials.

•Machine Operator of multiple pieces of fulfillment equipment including postage machines, inserters and folder.

HSLS KEYER AND CODER FOR RTI, 9/2017-3/2018 GREENE RESOURCES, RALEIGH. NC

•Responsible for including keying and coding educational documentation for accuracy and quality.

•Maintain confidentiality of sensitive information.

SURVEY SPECIALIST FOR RTI, 4/2017-9/2017 HRDIRECTIONS, RALEIGH, NC

•Responsible for keying and coding critical data by monitoring websites to assure FDA compliances and guidelines are being met on a (SCA) Tobacco Project.

DATA COLLECTION INTERVIEWER FOR RTI, 8/2015- 4/2017 GREENE RESOURCES, RALEIGH, NC

•Make outbound calls to respondents to conduct numerous social science and health surveys using a script.

•Adding data that is collected from the respondents into the computer system while speaking to the respondent.

•Communicate to participants the importance of the survey and why their participation is valuable.

•Converting participants who have previously opted not to participate in a survey.

PROGRAM COORDINATOR/INTAKE SPECIALIST, 8/2015-4/2017 LEGAL AID OF NORTH CAROLINA, RALEIGH, NC

•Supports our existing volunteer base and key partners by organizing training opportunities.

•Assist in managing a robust pro bono resource library and prepare presentations for partners and new partners.

•Answer calls that come into the CIU (Centralized Intake Unit), a work unit of Legal Aid of North Carolina

•(LANC) that interviews persons who are calling by telephone and who are seeking legal assistance.

•Opening cases for low-income people in order to ensure equal access to justice and to remove legal barriers to Economic opportunity.

AUDITOR 1/2012-6/2015 CENTURY LINK, WAKE FOREST, NC

•Member of Special Projects Team participating in Prism Audits daily and distributing required data and Information to team members.

•Completed required Prism and Exception Reports tracking all orders by maintaining updated information regarding due dates, changes, and orders placed on hold, and orders disqualified and or canceled.

•Ensured all orders are assigned to technicians in a timely proficient manner.

•Monitored and completed work tasks including, Spot Checks, Cancel notifications for North Carolina and Florida.

•Ensured accurate and timely information was shared between departments to ensure superior customer Satisfaction.

•Achievement: Saved the company approximately $600,000.00 by performing accurate and timely

audits in 2014.

SENIOR TECHNICAL SUPPORT TECHNICIAN, 8/2005-1/2012 VERIZON BUSINESS INC., CARY, NC

•Performed initial diagnosis and worked with other support groups as necessary to facilitate trouble resolution.

•First line support in driving the efficiency and effectiveness of the incident management process.

•Answered and diagnosed incoming service calls and emails from customers.

•Managed the life cycle of incidents and provided status updates to the customer in accordance with procedures at specified intervals until a resolution were provided.

•Maintained a high degree of customer service for all support queries and adhere to all service management

•Principles by taking ownership of user problems and followed up the status of problems.

ORDER ANALYST, 8/2001-8/2005 BUSINESS TELECOMMUNICATION INC., RALEIGH, NC

•Coordinated and assigned all orders and all disconnects per Customer Support, Sales and Management.

•Maintained orders and followed through for accuracy.

•Demonstrated ability to work well in a team environment.

•Uses quality monitoring data management system to compile and track performance at team and individual level.

EDUCATION

North Carolina Agricultural and Technical State University, Greensboro, NC Bachelor of Science in Health and Physical Education

CERTIFICATIONS

Certificates in Medical Front Office Assistant I, II &III and in Microsoft Word, Access, Excel, Outlook, PowerPoint and Word Perfect at Wake Technical Community College.

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