Customer Service Human Resources

St Louis, MO ***** 314-***-**** **************@*****.*** WWW: Bold Profile

BRITTNEY MOORE

Highly motivated professional with extensive experience in customer service, problem resolution, and employee support. Known for exceptional communication and organizational skills, with a proven ability to manage high-volume inquiries, troubleshoot system issues, and provide thorough guidance on policies and procedures. Adept at fostering positive employee relations, maintaining accurate records, and analyzing data to drive operational improvements. Seeking to bring my expertise in employee engagement and process efficiency to a Human Resources role where I can contribute to organizational success. PROFESSIONAL

SUMMARY

SKILLS Employee Guidance &

Support

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● Creative problem solving

Maintaining

Confidentiality

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● Decision Making

Self-motivated

professional

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Call Tracking &

Documentation Systems

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HR Policy Research &

Implementation

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● Process Improvement

Conflict Resolution &

Escalation Management

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● Administrative Support

● Chat and Email Etiquette

Customer & Employee

Relations

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● Data recovery

Proficiency in HR

Applications & Self-Service

Tools

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HEALTH CARE ADVISOR 01/2023 to Current

United Healthgroup, Remote

RECRUITER 08/2021 to 07/2022

Workforce Logiq (Nestle Purina), Saint Louis, MO

WORK HISTORY

Serve as a primary point of contact for members, resolving complex inquiries and navigating multiple systems to deliver solutions efficiently.

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Educate members on available resources and benefits, improving their understanding of healthcare options and self-service tools.

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Maintain detailed records of interactions in a call tracking system, ensuring accurate documentation for future reference.

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Investigate and escalate cases requiring further research, collaborating with cross- functional teams to achieve timely resolutions.

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Perform data analysis to identify trends and suggest process improvements, reducing error rates and enhancing member satisfaction.

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Conducted end-to-end recruitment processes, including sourcing, screening, and onboarding candidates to meet organizational needs.

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Built and maintained relationships with applicants, hiring managers, and external partners, ensuring a seamless hiring experience.

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Utilized applicant tracking systems to manage candidate pipelines and maintain compliance with HR policies and regulations.

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RISK ACCOUNT TAKE OVER ASSOCIATE 05/2020 to 01/2021 Square (Cash App)

CUSTOMER SUCCESS ADVOCATE _ SMS CHAT 02/2019 to 05/2020 Square (Cash App), St Louis, MO

COLLECTIONS AND RECOVERY SPECIALIST II 08/2017 to 02/2019 Bank Of America

HEALTHCARE SERVICES COORDINATOR 07/2016 to 03/2017 United Health Group

Supported hiring initiatives by researching market trends and identifying best practices for talent acquisition.

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● Set up, updated and closed customer accounts in computer system. Reviewed and analyzed accounts for fraud and compliance issues, ensuring adherence to legal guidelines and taking corrective actions when necessary.

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Collaborated with teams to resolve complex cases, utilizing strong critical thinking and conflict resolution skills to de-escalate difficult situations.

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● Managed time efficiently in order to complete all tasks within deadlines. Answered chat requests for member questions, provided account details and resolved concerns while exceeding goal of completing 6 chat requests per hour.

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● Multi-tasking and utilizing multiple systems in order to provide SMS/Chat and Email support Implemented and developed customer service training processes for SMS and email.

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Created action plans to increase 5 team members productivity from 3 to 5 SMS/Chat cases per hour and increase their overall customer surveys.

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Utilize strong written de-escalation skills to help customers who need assistance with their accounts or within Cash App.

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Delivered excellent customer service, resulting in consistent 93% customer satisfaction rating.

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Researched and resolved complex account discrepancies, ensuring compliance with company policies and procedures.

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Guided clients through account resolution processes, demonstrating empathy and strong problem-solving skills.

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Maintained accurate records of transactions and correspondence, enabling effective follow-ups and audits.

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Locate medical screening results and documentation to ensure closure of gaps in care or suspect medical conditions

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● Assist members in navigating their network of providers by assisting with follow - ups

● Communicate scheduling challenges or trends that may negatively impact outcomes

● Obtains intake (demographic) information from caller

● Refers cases requiring clinical review to nurse reviewer Provided primary customer support to internal and external customers in fast-paced environment.

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● Consistently managed to receive over 50 calls while logged in "outbound"

● Proven ability to learn quickly and adapt to new situations Capella University

Bachelor of Arts, Psychology, Expected in 12/2026

Normandy High School, St Louis, MO

High School Diploma, 05/2012

EDUCATION

CERTIFICATIONS ● Licensed MO Realtor - 08/2024

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