Customer Relations & Care Specialist with 10+ Years
Resume:
Brianna Jordan
Largo, FL *****
***************@*****.***
Professional Summary
Dedicated customer service and caregiving professional with 10+ years of experience in client relations, call center operations, and compassionate care. Skilled in managing high call volumes, resolving customer concerns, and building long-term relationships. Known for strong communication, multitasking, and training abilities in both corporate and healthcare settings. Work Experience
Account Manager
Zwicker & Associates-Temple Terrace, FL
December 2024 to August 2025
• Manage a high-volume portfolio of delinquent accounts, negotiating repayment arrangements in compliance with the Fair Debt Collection Practices Act (FDCPA) and company policies.
• Contact consumers via phone, email, and written correspondence to recover outstanding balances while maintaining professionalism and empathy.
• Research and analyze account histories to determine appropriate recovery strategies, including payment plans, settlements, or legal escalation.
• Accurately document all interactions, payment arrangements, and status updates in the account management system.
• Consistently meet or exceed monthly recovery and call performance targets, contributing to team collection goals.
• Collaborate with legal and compliance teams to ensure proper handling of disputed accounts and regulatory requirements.
• Maintain up-to-date knowledge of industry best practices, negotiation techniques, and applicable state and federal laws.
Customer Service Representative
Affordable Solar
April 2021 to December 2024
• Manage 300+ outbound calls daily to promote solar and energy-saving solutions.
• Schedule evaluations, follow up with clients, and ensure satisfaction.
• Train new hires and monitor progress toward company goals.
• Maintain accurate records in CRM systems.
Identify and qualify potential leads through research, outbound calls, emails, social media outreach, and CRM tools.
• Develop and maintain a robust pipeline of prospects to support sales and business development teams.
• Utilize market research, industry trends, and competitive analysis to target decision-makers and high- value accounts.
• Manage and track all lead activity in CRM software, ensuring accurate and up-to-date records.
• Collaborate with sales and marketing teams to refine messaging, improve targeting, and increase conversion rates.
• Conduct initial discovery calls to assess prospect needs, qualify opportunities, and schedule appointments for sales representatives.
• Meet or exceed weekly and monthly lead generation targets, contributing directly to company revenue growth.
Customer Service Representative
ModivCare
September 2020 to May 2021
• Coordinated medically necessary transportation and verified insurance eligibility.
• Resolved client concerns promptly, improving satisfaction and retention.
• Documented calls and case details in service software. Customer Service Representative
FIS Global - Reliance Trust Company
October 2020 to April 2021
Investigate and resolve customer fraud and dispute claims involving credit, debit, and other financial transactions in compliance with regulatory requirements (Regulation E, UCC, Visa/Mastercard rules).
• Review transaction histories, account activity, and supporting documentation to determine validity and liability.
• Communicate with customers to gather details, explain the claims process, and provide timely status updates.
• Collaborate with internal departments, merchants, and financial institutions to validate claims and recover funds.
• Prepare detailed investigation reports and maintain accurate claim records in case management systems.
• Ensure all claims are processed within mandated timelines to maintain compliance with federal and state regulations.
• Identify emerging fraud patterns and escalate findings to fraud prevention teams for proactive risk mitigation.
Phone Engagement Specialist/Supervisor
Efficient Home Services-Florida
May 2018 to April 2021
• Supervised call center team, managing lead generation and sales appointments.
• Increased sales through consultative customer engagement.
• Handled payroll and onboarding for new staff.
Identify and qualify potential leads through research, outbound calls, emails, social media outreach, and CRM tools.
• Develop and maintain a robust pipeline of prospects to support sales and business development teams.
• Utilize market research, industry trends, and competitive analysis to target decision-makers and high- value accounts.
• Manage and track all lead activity in CRM software, ensuring accurate and up-to-date records.
• Collaborate with sales and marketing teams to refine messaging, improve targeting, and increase conversion rates.
• Conduct initial discovery calls to assess prospect needs, qualify opportunities, and schedule appointments for sales representatives.
• Meet or exceed weekly and monthly lead generation targets, contributing directly to company revenue growth.
Resident Aide
Baytree Lakeside Assisted Living Facility
July 2015 to April 2019
• Assisted residents with personal care, meals, and mobility.
• Administered medications and documented health updates.
• Built strong relationships with residents and families. Education
Commercial truck driving
Trade school Champion truck driving school-Largo, FL February 2025 to March 2025
American Hotel & Lodging Educational Institute (AHLEI) St Petersburg College
June 2024 to June 2024
High school diploma in Nursing
Southern Technical Institute
December 2014 to December 2014
Skills
• Team Training & Mentorship
• Elderly Care & Hospice Support
• Scheduling & Administrative Support
• Conflict Resolution & Complaint Handling
• Call Center Operations & Customer Service
• Sales & Lead Generation
Certifications and Licenses
First Aid Certification
Driver's License
CPR Certification
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