Briana Usher
Chesapeake
Summary
Detail-oriented and customer-focused professional with over 10 years of experience in customer service, emergency communications, quality inspection, and remote support. Proven ability to manage high-volume phone calls, accurately document information, resolve customer concerns, and work efficiently in fast-paced environments. Currently pursuing a Bachelor of Science in Nursing, bringing strong healthcare knowledge, critical thinking, and compassion to every interaction. Seeking a remote position in Technical Support, Healthcare Customer Support, Medical Records, Billing, Data Entry, or Patient Services where I can leverage my communication, technical, and organizational skills.
Overview
11
11
years of professional experience
Work History
Inspector
Newport News Shipbuilding
Newport News, VA
01.2018 - Current
- Perform detailed inspections to ensure compliance with federal, military, and company quality standards.
- Maintain accurate documentation and inspection reports with exceptional attention to detail.
- Investigate discrepancies and recommend corrective actions.
- Interpret technical drawings, specifications, and procedures.
- Collaborate with cross-functional teams to maintain production quality and safety.
- Utilize critical thinking to identify and resolve issues efficiently.
Remote Customer Service Representative
QVC
06.2019 - 10.2023
- Delivered exceptional customer service through inbound phone support in a remote environment.
- Assisted customers with billing inquiries, order tracking, returns, exchanges, and account management.
- Resolved customer concerns while maintaining high satisfaction scores.
- Navigated multiple software systems simultaneously to research and document customer interactions.
- Processed orders accurately while maintaining productivity and quality standards.
- Educated customers on products, promotions, and account services.
Emergency Dispatch Operator
ADT Security Services
06.2015 - 11.2017
- Responded to emergency alarm activations and dispatched appropriate emergency personnel.
- Communicated effectively with customers, law enforcement, fire departments, and emergency responders.
- Maintained accurate records while handling high-pressure situations.
- Verified customer information and documented all emergency activities.
- Demonstrated professionalism, sound judgment, and excellent decision-making skills.
Education
Bachelor of Science in Nursing - Nursing
Arizona College of Nursing
12.2028
Skills
- Remote Customer Support
- Technical Support
- Medical Records Management
- Healthcare Customer Service
- Medical Billing Support
- Data Entry & Documentation
- Electronic Medical Records (EMR/EHR)
- HIPAA Compliance Awareness
- Microsoft Office Suite
- Google Workspace
- CRM Software
- Phone, Email & Chat Support
- Appointment Scheduling
- Problem Solving
- Multitasking
- Time Management
- Active Listening
- Attention to Detail
- Quality Assurance
- Conflict Resolution
- Team Collaboration
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Microsoft Teams
- Data Entry
- Windows Operating Systems
- Multi-line Phone Systems
- Outstanding verbal and written communication
- Strong analytical and problem-solving abilities
- Excellent organizational skills
- Ability to maintain confidentiality
- Adaptable to new technologies
- Self-motivated remote worker
- Detail-oriented with exceptional accuracy
- Customer-focused mindset
- Fast learner
Timeline
Remote Customer Service Representative
QVC
06.2019 - 10.2023
Inspector
Newport News Shipbuilding
01.2018 - Current
Emergency Dispatch Operator
ADT Security Services
06.2015 - 11.2017
Bachelor of Science in Nursing - Nursing
Arizona College of Nursing