BRITTNEY WATKINS
Danville
Summary
Resourceful and detail-oriented professional with extensive experience in customer service, case resolution, administrative support, and data management. Strong analytical thinker with excellent communication skills, able to navigate high-volume environments with professionalism and care. Proven ability to manage cases, build client relationships, and collaborate cross-functionally to meet goals, especially within healthcare and insurance domains.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Case Analyst Specialist
ASM RESEARCH
Danville
12.2023 - Current
- Analyzed and resolved complex cases within the healthcare marketplace, focusing on 1095-A form discrepancies and coverage eligibility issues
- Investigated and verified documentation to ensure compliance with federal healthcare regulations
- Worked closely with consumers to gather missing data, clarify tax-related healthcare issues, and facilitate corrections with CMS
- Collaborated with internal QA teams and state agencies to streamline case resolution processes
- Maintained accurate and confidential case notes using proprietary case management systems
- Provided customer education on ACA (Affordable Care Act) coverage, premium tax credits, and healthcare renewal options
- Supported escalated cases involving tax form corrections, policy terminations, and appeals
- Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.
- Provided advice and guidance on complex case matters to internal stakeholders.
Service Specialist II
Edward Jones
Danville
09.2023 - 11.2024
- Performed administrative tasks such as filing, data entry, and maintaining records
- Communicated with clients to resolve issues and provide timely information
- Adapted quickly in a team-oriented, fast-paced environment
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Promoted company services, products, and special offers to encourage sales growth.
- Answered inbound calls, chats and emails to facilitate customer service.
- Attended trade shows or conferences related to industry topics in order to stay informed about trends impacting the business sector.
Customer Care Specialist
Duke Energy
Raleigh
08.2021 - 02.2023
- Consulted with customers on billing inquiries and service issues
- Built strong customer relationships and promoted services when appropriate
- Delivered accurate information while navigating various internal systems
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Adhered to company policies when handling confidential customer information.
- Maintained high satisfaction rating with customers by providing exceptional service and support.
Customer Account Representative
Portfolio Recovery Associates
Danville
08.2019 - 08.2021
- Negotiated repayment solutions and ensured FDCPA compliance
- Assessed financial situations and tailored resolutions for clients
Customer Account Representative
Executive Search Group
Roanoke
10.2020 - 01.2021
- Maintained compliance while communicating with clients about overdue accounts
- Handled sensitive financial information professionally
Member Services Representative
Mecklenburg Electric Cooperative
Chase City
02.2019 - 02.2020
- Assisted members with utility services, account management, and payment processing
- Built rapport with members to ensure an exceptional service experience
- Updated databases with new and modified customer data.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Created monthly reports detailing the performance of membership services initiatives.
Education
Bachelor s Degree - Biomedical Science
Averett University
VA06.2016
Advanced Diploma -
George Washington High School
VA05.2012
Skills
- Case Management & Analysis
- Healthcare Marketplace & 1095-A Case Support
- Customer Service Excellence
- Verbal & Written Communication
- Administrative Support
- Conflict Resolution
- Microsoft Office & Windows Proficiency
- Multitasking & Prioritization
- Team Collaboration & Leadership
- Active Listening
- Data Entry & Records Management
Certification
- QUALIFIED MENTAL HEALTH PARAPROFESSIONAL
- CPR
- PHLEBOTOMY TECHNICIAN
Timeline
Case Analyst Specialist
ASM RESEARCH
12.2023 - Current
Service Specialist II
Edward Jones
09.2023 - 11.2024
Customer Care Specialist
Duke Energy
08.2021 - 02.2023
Customer Account Representative
Executive Search Group
10.2020 - 01.2021
Customer Account Representative
Portfolio Recovery Associates
08.2019 - 08.2021
Member Services Representative
Mecklenburg Electric Cooperative
02.2019 - 02.2020
Bachelor s Degree - Biomedical Science
Averett University
Advanced Diploma -
George Washington High School
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