Customer Support Specialist with Remote Proficiency

Brianna Milam

Spartanburg, SC 743-***-**** ****************@*****.***

Professional Summary

Remote work ready as a customer service representative with over 5+ years of experience including training, customer care, and scheduling. Seeking to apply customer care and problem-solving expertise to benefit your company as a customer support specialist. Core Compentencies

Account Management Conflict Resolution Problem-Solving Customer Satisfaction Verbal Communication Interpersonal Skills Product Knowledge Upselling Active Listening Order Processing Escalations Time Management Professional Experience

Epiq (Healthcare Project) – Remote

Customer Service Representative 2022-2025

● Managed 60+ inbound calls per day from healthcare clients regarding Tax Identification Numbers (TINs) and payment processing.

● Created and tracked escalations for complex client inquiries using CRM systems.

● Maintained 95%+ customer satisfaction through clear communication and timely issue resolution.

● Collaborated with subject matter experts via Microsoft Teams to clarify TPF (Third-Party Funding) details for clients.

● Utilized screen sharing to guide clients through troubleshooting and accessing documents. Alight Solutions (Healthcare Project) – Remote

Customer Service Representative 2020 – 2022

● Guided members with healthcare enrollments, insurance coverage questions, and benefits navigation.

● Fielded 70–100 calls and emails daily while maintaining accuracy and professionalism.

● Resolved complex complaints effectively to improve customer trust and satisfaction.

● Entered and updated case documentation across multiple platforms, improving processing time by 20%.

● Cross collaborated with team members using Slack and Teams to confirm policy details and to be sure that clients receive correct benefit guidance.

Coleman Care (Healthcare Project) – Remote

Customer Support Advisor 2018 – 2020

● Educated customers on Medicare Part A & B enrollment options and eligibility.

● Processed client forms and ensured data accuracy while maintaining compliance with HIPAA regulations.

● Managed 500+ outbound calls weekly, focusing on customer retention and satisfaction.

● Assisted with VPN setup and basic firewall troubleshooting for secure client communication.

● Guided clients through step-by-step to complete applications, password resets, and to update their account. Education

Brianna Milam

Spartanburg, SC 743-***-**** ****************@*****.*** Winston-Salem State University – Winston-Salem, NC (2020) B.A. in Psychology University of North Carolina at Charlotte (2024) Graduate, Cybersecurity Program,

University of North Carolina at Charlotte (2024)

Graduate, Cybersecurity Program,

Technical Proficiencies:

MS Office (Word, Excel, PowerPoint, Teams, Outlook), Adobe, Workday, AWS, Linux, Java Summary:

A customer service representative with over 5+ years of experience, including training, customer care, and scheduling, seeking

to apply customer care and problem-solving expertise to benefit your company as a customer support associate.

Core Competencies:

Account Management Conflict Resolution Problem-Solving Customer Satisfaction Verbal Communication Interpersonal Skills Product Knowledge Upselling Active Listening

Order Processing Escalations Time Management

Professional Experience:

Randstad - Spartanburg, SC 2020 – Present

Worked several contract jobs through a staffing agency, demonstrating flexibility and the ability to adapt to changing

requirements quickly.

Warehouse Associate; Plasman - Greer, SC (November 2025 – Present) Pull orders for fulfillment and perform light assembly for BMW Plants. Conduct quality assurance on orders before they ship out. Prepare documentation for invoicing and shipping.

Customer Service Representative; Epiq (Healthcare Project); Remote (May 2022 - November 2024)

Assisted clients with their business needs according to their business profiles. Created escalations for clients needing assistance regarding their business and opportunities for receiving payouts.

Professionally handled a high volume of customer calls with a high resolution rate. Informed clients of all Third-Party Filers and connected them to Subject Matter Experts to provide additional information.

Customer Service Representative; Alight Solutions (Healthcare Project); Remote (2020 - 2022) Assisted customers in obtaining the information needed while maintaining satisfaction. Completed enrollments for insurance and transportation, assisting clients in understanding the coverage they qualify for.

Brianna Milam

Spartanburg, SC 743-***-**** ****************@*****.*** Responded to customer complaints professionally and gained customers' trust. Documented, analyzed, and articulated enhancements for the company. Answered a high volume of inquiries or concerns through phone or email with excellent success rates.

Assisted and supported customers regarding their healthcare plans. Coleman Care (Healthcare project) – High Point, NC 2018 - 2020 Customer Support Advisor - Senior Healthcare Administration (Healthcare Project); Remote Informed customers of their Open Enrollment Period opportunities regarding Medicare Parts A & B.

Reported all transfers, as well as documenting customer complaints about the company's policies.

Completed and submitted the necessary documents for clients regarding care services. Experience implementing and troubleshooting highly available firewall clusters. Understanding of VPNs.

Handled 500+ outbound customer interactions, ensuring efficiency while maintaining polite and professional satisfaction.

Education:

Winston-Salem State University - Winston-Salem, NC Bachelor of Arts in Arts Psychology 2020

Certifications:

Graduate of the University of North Carolina at Charlotte Cybersecurity Program 2024 Technical Proficiencies:

MS Office (Word, Excel, PowerPoint, Teams, Outlook), Adobe, Workday, AWS, Linux, Java

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