Customer Service Operations Manager

BRITTANY GRADY

PROFILE

A RESULTS-DRIVEN CUSTOMER SERVICE PROFESSIONAL RECOGNIZED FOR

OUTSTANDING CUSTOMER SATISFACTION RATINGS, QUICK RESOLUTION OF CONCERNS, AND UNWAVERING AVAILABILITY. WITH 12 YEARS OF EXPERIENCE IN CUSTOMER SERVICE ROLES, I AM STRATEGIC AND PERSUASIVE, ADEPT AT USING DIPLOMATIC COMMUNICATION AND ACTIVE LISTENING TO CREATIVELY ADDRESS CHALLENGES AND SECURE FAVORABLE RESULTS.

EXPERIENCE

OPERATIONS MANAGER; LAST CALL BAR CATERING; HOUSTON, TX — 06/17- PRESENT

- Coordinated and executed private and corporate events ranging from small gatherings to large-scale functions.

- Managed logistics, vendor coordination, and staffing for events to ensure smooth execution.

- Developed client relationships through detailed consultation, ensuring event expectations were consistently

exceeded.

- Handled scheduling, budgeting, and problem-solving to meet tight deadlines and budgets.

- Led a team of service staff, bartenders, and setup crews to ensure event success and customer satisfaction. and executed private and corporate events ranging from small gatherings to large-scale functions.

SENIOR CUSTOMER SERVICE REPRESENTATIVE; HOUSTON, TX — 05/23 - 07/24

- Led and managed team of employees, overseeing their daily operations and ensuring efficient workflow.

- Responded promptly to customer inquiries, delivering precise information about products and services.

- Performed administrative assistance duties and completed various clerical tasks.

- Enhanced customer experience by effectively handling incoming calls and emails.

- Assisted customers in making payments and establishing payment plans.

- Implemented proven de-escalation techniques for managing interactions with upset clients. CLAIMS ADJUSTER, PROGRESSIVE — 01/22-5/23

- Analyzed police reports, medical records, and property damage to assess liability.

- Conducted interviews and verified insurance claims for accurate settlement.

- Demonstrated leadership in project management and developed effective solutions using strong analytical skills.

PRIOR AUTHORIZATION COORDINATOR; DIPLOMAT PHARMACY— 01/15 - 01/22

-Ensured accuracy of all prior authorization requests.

-Executed denial appeals and assessed insurance eligibility.

- Improved workflow efficiency and enhanced patient account data accuracy. 832-***-**** *****************@*****.***

EDUCATION

Remington College – Medical Assisting, 2008

University of Houston – Interdisciplinary Studies, SKILLS

Lexis-Nexis, Leadership, Claims Processing, Quality Control, Administrative Support, Customer Support, Communication (In-Person, Phone, Email), Salesforce, Medical terminology knowledge, Workflow Management, Insurance Verification, HIPAA Compliance

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