TRILBY BRITE
Virginia Beach
Summary
Dedicated Healthcare & Customer Support Specialist with 12+ years of combined experience in DME coordination, EMR/EHR, insurance verification, technical support, and multi-channel customer communication (email, chat, and phone). Known for accuracy, confidentiality, patience, and delivering top-tier service in fast-paced environments.
Overview
18
18
years of professional experience
Work History
Healthcare Support Specialist
SupportNinja
01.2022 - 11.2025
- Managed patient inquiries, coordinated DME orders, maintained EMR accuracy, and provided email/chat technical support with strong attention to detail.
- Responded to customer inquiries promptly through various channels, ensuring high satisfaction rates.
- Assisted in onboarding new customers, ensuring a smooth transition and setup experience.
- Ensured compliance with company policies regarding security protocols.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Customer Service Representative
Williams-Sonoma
05.2016 - 11.2021
- Delivered high-quality customer support, handled escalations, assisted via phone, email, and chat, and contributed to overall customer satisfaction.
- Processed customer orders and ensured timely delivery while maintaining accurate records.
- Assisted customers with product selection and provided recommendations based on their needs.
- Managed returns and exchanges, ensuring a smooth and hassle-free experience for customers.
- Handled multiple customer interactions simultaneously while maintaining a high level of service.
- Answered customer inquiries and provided accurate information regarding products and services.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Customer Service Lead
Stein Mart
04.2008 - 03.2016
- Supervised customer service operations, trained staff, and ensured accurate, efficient workflow across a 12-year tenure.
- Trained new team members on customer service protocols, enhancing overall team performance and customer satisfaction.
- Resolved escalated issues from team members or customers in an efficient manner.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Consulted with customers regarding needs and addressed concerns.
- Troubleshot customer issues, providing timely resolutions to ensure a seamless shopping experience.
- Handled cash and credit card payments and returned receipts, change and payment cards to customers.
- Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
- Provided expertise on product knowledge, services, policies and procedures to customers.
- Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.
- Handled customer inquiries and complaints in a professional manner.
Education
High School Diploma -
Kellam High School
Skills
- DME Coordination
- EMR/EHR
- Technical Support
- Email Support
- Chat Support
- HIPAA
- Insurance Verification
- Medical Terminology
- Microsoft Office
- Data Entry
- Customer Service
- Problem Solving
- High-Volume Support
- EMR management
- Technical support
- Customer relationship management
- Order processing
- Product knowledge
- Team leadership
- Attention to detail
- Effective communication
- Problem solving
- Customer service
- Escalation handling
- Ticket management
- Empathy and patience
- Troubleshooting and Diagnostics
- Data collection
- Remote support
- Customer engagement
- Data entry
- Documentation and reporting
- Support services
- Technical assistance
- Computer diagnostics
Timeline
Healthcare Support Specialist
SupportNinja
01.2022 - 11.2025
Customer Service Representative
Williams-Sonoma
05.2016 - 11.2021
Customer Service Lead
Stein Mart
04.2008 - 03.2016
High School Diploma -
Kellam High School