Laurie Brandt
Ruther Glen
Summary
Dedicated and compassionate customer service professional with over 25 years of experience across financial services and healthcare. Detail-oriented with strong investigative, analytical, and people management skills. Recognized for integrity, professionalism, and the ability to de-escalate complex situations while maintaining regulatory compliance. Proven ability to mentor teams, improve processes, and communicate effectively with diverse customers and business partners.
Overview
16
16
years of professional experience
Work History
Medical Unit Secretary
HCA SRMC
Fredericksburg, VA
05.2024 - Current
- Managed patient records to ensure efficient office operations.
- Maintained inventory of office supplies, ensuring resources were readily available for staff use.
- Collaborated with interdisciplinary teams to support patient care initiatives effectively.
- Assisted nursing staff in organizing patient charts and updating daily census reports to maintain accurate unit statistics.
- Organized and maintained patient chart filing system to promote quick data finding for staff.
- Fostered a welcoming atmosphere at the reception area, greeting visitors warmly while maintaining confidentiality about patient matters at all times.
Estates Frontline Specialist
Capital One
Glen Allen, VA
10.2017 - 08.2023
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Tracked and reported data related to customer complaints, risk exposures and business partners.
- Researched and fulfilled liens, judgments and claim releases for deceased customers' estates.
- Facilitated team meetings.
- Investigated and resolved customer inquiries and complaints quickly.
- Trained new team members on operational procedures and company policies.
HVSS Estates Notification Agent
Capital One
Glen Allen, VA
03.2010 - 10.2017
- Informed clients of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Spearheaded initiatives to enhance client engagement strategies, resulting in higher satisfaction ratings and loyalty scores.
- Streamlined internal processes for improved efficiency and productivity within the agency.
Education
High School Diploma -
Spotsylvania High
SpotsylvaniaSkills
- Basic life support
- Customer service
- Multitasking
- Administrative support
- Microsoft Office Suite
- Expanse
- Organizational skills
Timeline
Medical Unit Secretary
HCA SRMC
05.2024 - Current
Estates Frontline Specialist
Capital One
10.2017 - 08.2023
HVSS Estates Notification Agent
Capital One
03.2010 - 10.2017
High School Diploma -
Spotsylvania High