Brittani Gaines
Alexandria
Summary
Well-organized administrative professional looking to utilize skills in the administrative/Customer service field and seeking opportunities to improve customer relations. Proficient in handling end-to-end communication channels to address inquiries and troubleshoot issues effectively.
Overview
14
14
years of professional experience
Work History
Health Member Support Agent
Teladoc/Liveops
01.2023 - Current
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
- Monitored clinical systems to maintain operational efficiency and meet performance targets, escalating critical issues as necessary to higher support
- Analyzed client portfolios to identify potential gaps in coverage, offering suitable recommendations based on individual needs.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Followed up on customers' inquiries to assess satisfaction with provided solutions.
Customer Service Representative
Turbo Tax/ Live Ops
01.2023 - 04.2024
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Shop Owner
The Bri Brand LLC
04.2016 - 12.2022
- Boosted customer satisfaction by providing exceptional service and addressing any concerns promptly.
- Increased store revenue through effective product merchandising and targeted marketing campaigns.
- Managed inventory levels efficiently, ensuring optimal stock availability and minimizing overhead costs.
- Developed loyal customer base by consistently delivering high-quality products and personalized service.
- Hired trained, and supervised a team of employees, fostering a collaborative work environment focused on achieving store goals.
- Streamlined store operations by implementing efficient processes for order fulfillment and staff scheduling.
- Maintained accurate financial records, including sales reports, expense tracking, and budget management.
- Implemented loss prevention strategies to minimize instances of theft or damage within the store.
- Established strong relationships with vendors, leveraging these connections for exclusive access to new products or preferential buying terms.
- Addressed customer complaints effectively, resolving issues quickly to maintain overall satisfaction levels among clientele.
- Coached, counseled and disciplined employees.
- Prepared annual budgets with controls to prevent overages.
FEMA Customer Service Representative
FEMA
11.2012 - 04.2016
- Registered new volunteers to tackle disaster response needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Medical Receptionist
Northview Pediatric
03.2010 - 09.2012
- Triaged incoming calls, and emails from various healthcare facilities and internal clinicians, ensuring prompt resolution of inquiries.
- Input data into EMR systems accurately, maintaining the integrity of patient records and ensuring compliance with privacy regulations.
- Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries promptly.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Assisted healthcare providers with administrative tasks, enabling them to focus on quality patient care.
- Streamlined appointment scheduling for improved patient flow and reduced wait times.
Education
ECPI
Charlotte, NCHigh School Diploma -
Bladensburg High School
Bladensburg, MD05.2005
Skills
- Schedule Management
- Technical Troubleshooting
- Customer Education
- Customer Services/Support
- Client Communications
- Business Management
- Cross-functional Collaboration
- Loss Prevention
- Appointment Scheduling
- Product Management
- Cash Register Operation
- Data Entry
- Multi-Line Telephone Systems
- Office Administration
Timeline
Health Member Support Agent
Teladoc/Liveops
01.2023 - Current
Customer Service Representative
Turbo Tax/ Live Ops
01.2023 - 04.2024
Shop Owner
The Bri Brand LLC
04.2016 - 12.2022
FEMA Customer Service Representative
FEMA
11.2012 - 04.2016
Medical Receptionist
Northview Pediatric
03.2010 - 09.2012
ECPI
High School Diploma -
Bladensburg High School
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