Customer Support & Leasing Professional Resume

BRITTANY LAWRENCE

Customer Support Professional

615-***-**** ************@*****.*** Nashville, United States LinkedIn EMPLOYMENT HISTORY

Leasing Consultant at Elmington

November 2025 - Present, Nashville

Developed and maintained strong relationships with clients, achieving customer satisfaction.

l through proactive communication and personalized service. Implemented innovative marketing strategies, including social media campaigns and local outreach, which boosted property visibility Cultivated and sustained strong client relationships, achieving a customer satisfaction score of through proactive communication and tailored service

Submitted work orders insuring the tenants concerns are addressed Customer Support Specialist at Automated Health

Systems

● Managed 60–80 inbound calls per day for Medicaid (TennCare) application inquiries, providing accurate program information, eligibility guidance, and next steps while maintaining HIPAA compliance

● Verified applicant details, updated records in the case management system, and ensured documentation met state requirements to prevent delays in application processing

● Guided callers through status checks, document submission processes, and clarification of eligibility determinations, reducing repeat call rates and improving applicant understanding

● Partnered with state agency contacts and internal teams to escalate and resolve complex or time-sensitive cases, shortening resolution timelines and improving customer satisfaction

● Consistently achieved or exceeded quality assurance targets and call handling benchmarks while navigating high-volume, policy-driven support

● Identified common applicant pain points and provided feedback to leadership, informing updates to call scripts and knowledge resources that improved first-call resolution rates

● Assisted non-English-speaking applicants by coordinating interpreter services, ensuring equitable access to application support

● Educated applicants on available resources and alternative programs when ineligible for TennCare, maintaining trust and goodwill even in unfavorable outcomes

Tier 2 Support Specialist at TikTok Shop

● Delivered empathetic, trust-building support that strengthened long-term seller and creator loyalty on the platform

● Supported TikTok’s first High-Risk Support Team, handling cases involving legal elements, threats of harm, and brand risk

● Acted as a subject matter expert for Tier 1 advocates, providing real-time guidance, feedback, and upskilling support to improve handling of complex or sensitive cases, resulting in a 12% increase in Tier 1 resolution accuracy.

● Managed high-impact escalations across customer, seller, and creator channels, consistently exceeding internal benchmarks for quality and resolution time. Senior First Contact Resolution Specialist at Staples

● Served as the final escalation point for complex customer issues across major marketplaces (Amazon, Walmart, eBay, and Newegg), including shipping delays, order discrepancies, billing disputes, and negative feedback resolution

● Partnered directly with marketplace account managers and internal fulfillment teams to investigate and resolve high-risk cases, maintaining seller performance metrics above threshold across all platforms

SUMMARY

Customer Support Professional with 5 years of

experience, proficient in Customer Support and

Pharmacy Technician. Deep expertise in

eCommerce, healthcare, and education sectors.

Thrive in dynamic environments, managing

diverse teams of up to 10 people while mentoring

peers. Worked with notable companies such as

Automated Health Systems, TikTok Shop, and

Staples. Biggest strengths include Customer

Escalation Management, First Contact Resolution,

and Process Improvement. Certified Pharmacy

Technician (CPhT). Passionate about enhancing

customer experiences and driving process

efficiencies.

EDUCATION

Pharmacy Technician Program

Stepful

Certified Pharmacy Technician (CPhT)

National Healthcareer Association

Pharmacy Technician

Stepful

November 2024 - April 2025

● Interpreted and applied each marketplace’s policies to ensure compliance while advocating for customer satisfaction, achieving a 95%+ resolution satisfaction rate for escalated tickets

● Authored clear, policy-aligned messaging to de-escalate tense situations and preserve brand reputation, successfully overturning negative feedback or order defect marks in 70% of eligible cases

● Analyzed escalation trends and submitted feedback to improve listing accuracy, product data integrity, and shipping workflows—contributing to measurable reduction in buyer confusion and order issues

● Monitored A-to-Z Guarantee and eBay Money Back Guarantee claims, filing proactive appeals or reimbursements to mitigate financial and performance impact to the business

● Provided support across all product categories, ranging from bulk B2B orders to individual consumer needs, ensuring responsiveness across varying customer profiles

● Trained new team members on platform-specific workflows and resolution best practices to promote consistency and efficiency in customer support operations. Customer Support Representative at American

HomePatient

● Resolved 50–70 complex patient issues weekly, coordinating across clinical, sales, and service departments to ensure uninterrupted care and rapid resolution, reducing repeat call volume

● Acted as a key liaison for chronic care patients and physician offices, delivering outcome-based solutions that improved patient satisfaction scores by 18% in post-service surveys

● Managed over 100 new orders per week, overseeing the full order lifecycle while maintaining a 98% compliance rate on billing documentation and audit readiness

● Troubleshot a range of post-setup issues (equipment malfunctions, delivery concerns, benefit limitations), dispatching appropriate departments and cutting resolution time by 30% through proactive communication

● Identified recurring service pain points and provided data-backed insights to leadership, resulting in revised service protocols and reductions in missed setups

● Trained and supported onboarding for 10+ new customer service and sales team members, improving ramp time through shadowing, real-time coaching, and process documentation

● Served as the primary escalation point for urgent patient care issues, ensuring rapid coordination with respiratory therapists and service technicians, maintaining a 95%+ resolution rate within 48 hours

● Regularly audited open orders and incomplete setups, proactively following up to close service loops, resulting in reductions in delayed patient setups and increased operational efficiency

● Partnered with billing and insurance verification teams to resolve claims denials and patient coverage issues, recovering an average of $10K+ in monthly revenue from corrected or reprocessed orders.

Administrative Support/Floater at Wayne Reed

Christian Childcare Center

● Served as a cross-functional team member supporting daily center operations, front-desk coordination, and classroom instruction – ensuring smooth transitions between admin and teaching duties across infant to preschool classrooms.

● Managed front office operations including scheduling, attendance tracking, parent communications, and compliance documentation—maintaining 100% audit readiness for licensing and safety requirements.

● Acted as the first point of contact for families and visitors, delivering empathetic, solutions-oriented support to address questions, concerns, and last- minute schedule adjustments.

● Assisted with enrollment and intake processes, supporting the collection and processing of student documentation and ensuring seamless onboarding for 40+ families per year.

● Coordinated with kitchen, janitorial, and education teams to resolve day-to-day logistical issues, minimizing classroom disruptions and ensuring alignment with daily lesson plans.

● Supported center leadership with data entry, grant documentation, and monthly reporting, contributing to the timely submission of state funding and Head Start compliance materials.

● Facilitated engaging classroom experiences for children ages 6 weeks to 5 years, integrating developmentally appropriate curriculum while maintaining a safe, nurturing environment.

● Maintained accurate child portfolios, daily reports, and incident documentation, ensuring transparency and trust in family communications.

● Trained and supported new classroom aides and substitute teachers, promoting consistency in center-wide policies and best practices. SKILLS

Customer Escalation Management Omnichannel Support First Contact Resolution Customer Experience

Process Improvement Medicaid/Medicare Knowledge

Dispute/Appeals Management Insurance Verification

Prior Authorization Support Prescription Formulary Root Cause Analysis Critical Thinking Issue Resolution HIPAA Compliance Empathy and Compassion

High-Volume Call Management Escalation Management

Cross-Functional Collaboration Conflict Resolution Quality Assurance Customer Service Excellence

Regulatory Compliance Communication Skills

Technical Proficiency in CRM Systems

Patient Care Coordination

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