Briana Hill

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Assisted members with refill orders and obtaining new rx prescription from providers helped them understand Caremark and their plan better.
• Assist members with getting documentation forms

• Assisted members in navigating online platforms, resulting in a smoother user experience and higher digital adoption rates.
• Proactively identified potential issues affecting members, taking action to mitigate negative impacts on their experiences.
• Utilized CRM systems effectively to manage member information efficiently while maintaining strict confidentiality protocols.
• Built strong relationships with members through clear communication, empathy, and active listening skills.
• Educated members on the benefits of various programs and services, increasing engagement levels and retention rates.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.

• Handled 50+ daily customer interactions, ensuring detailed attention to their technical issues
• Provided empathetic customer service, aiding clients in resolving complex account issues
• Introduced a new CRM system, enhancing the efficiency of the customer service department
• Streamlined data entry processes, boosting department accuracy and productivity
• Expedited issue resolution, reducing customer wait times by 20%
• Enhanced customer satisfaction by 20% through tailored support solutions, ensuring high service quality
• Managed over 50 daily customer inquiries with 95% accuracy in issue resolution, demonstrating strong problem-solving skills
• Collaborated with team members to improve customer interaction processes, resulting in measurable service improvements

Assisted members who were in need of rent relief for Florida

Assisted members with application and needed documents

Helped prioritize and escalate calls

Insured members with empathy and active listening skills so members with feel more confident that we are able to help them when in need

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Enhanced brand image by consistently delivering service beyond expectations.

• Boosted customer satisfaction by 20% by enhancing response strategies at Sagility Health
• Managed over 100 customer inquiries daily, maintaining high accuracy and attention to detail
• Implemented a new CRM system, increasing process efficiency and improving customer service metrics
• Eagerly embraced company-wide updates to maintain cutting-edge service standards