Desire' Briggs
Ruston
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Transamerica Life Insurance Company
09.2024 - Current
- 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.
- Provided excellent customer service, resolving issues quickly and maintaining long-term client relationships.
- Enhanced customer relationships with personalized service and addressing individual concerns promptly.
- Maintained sensitive information with strict confidentiality and modeled ethics, professionalism and service orientation in employee interactions.
Patient Advocate
CloudRx
09.2023 - 09.2024
- Facilitated communication between patients and various departments and staff.
- Provided excellent customer service to patients and medical staff.
- Enhanced patient satisfaction by addressing concerns and providing information on healthcare rights and options.
- Assisted patients in understanding individual rights and responsibilities in regards to care, coverage, and payment.
- Educated customers on medications, appropriate dosage.
- Calculated day supply for medications.
- Managed approximately 30 incoming calls per day from customers.
Senior Customer Service Representative
American Honda Finance
11.2021 - 07.2023
- Conducted regular training sessions for staff, ensuring consistent delivery of exceptional service quality.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Consistently exceeded performance targets, earning recognition as top-performing Senior Customer Service Representative on multiple occasions.
- Maintained up-to-date knowledge of product and service changes.
- Streamlined processes for creating, updating, and distributing training materials, resulting in significant time savings for staff members involved in these tasks.
- Developed individualized training plans to achieve staff readiness.
- Monitored participant workflow and behaviors throughout training process.
- Take high volume of inbound calls.
- Process lien release on vehicles.
- Process title request.
- Admin/ Clerical work.
- Received and processed credit card and checking account payments.
Customer Service Advocate | Resolution Specialist
Globe Life And Accident Insurance Company
11.2018 - 10.2021
- Received and processed check and credit payments
- Admin/Clerical work
- Processing documents
- Adhered to company procedures and policies including maintaining relationships that matched with company's core values
- Served multiple customers simultaneously in stressful environment
- Ensured client had excellent customer service at all levels of experience
- Maintained accurate records and files through agency documentation system
- Thoroughly review life insurance policies while following HIPPA law
- Handle Escalated Calls
- Data Entry
- Submit documents.
- Implemented new strategies to reduce average call handling time while maintaining high-quality service.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Customer Service Representative, Collections Specialist, Sales Agent
Teleperformance USA
05.2013 - 10.2018
- Championed promotional items to achieve sales goals
- Interfaced with customers to determine purchasing needs, directed them to appropriate items, and recommended additional products
- Served multiple customers simultaneously in stressful environments
- Created phone call scheduling strategy when calling back customers in order to maintain consistent contact
- Averaged call resolution time of less than [number] minutes for successful payment of past due balances
- Followed all regulations regarding fair debt practices and privacy
- Maintained positive relationships with clients in order to return their accounts to good standing
- Negotiated terms of payment for clients in order to resolve delinquent accounts
- Successfully collected on past due accounts averaging 3 months old
- Yielded high volume of calls, more than 100 calls per day, in corporate setting
- Accepted and processed customer payments in cash, credit cards and checks, checking for validity
- Greeted customers and offered them assistance where possible
- Informed customers about current promotions and sales, encouraging them to take advantage
- Submitted orders for processing
- Listen effectively and empathize with customers
- Ask questions to interpret, analyze and anticipate caller's situation as to resolve problems
- Attend regular meetings
- Communicate and coordinate with other departments to resolve inquiries.
Education
Associate of Science Degree -
Southern University Shreveport
05.2018
High School Diploma -
Huntington High School
05.2013
Skills
- Skilled Collaborator
- Clerical Skills
- Microsoft Office
- 40 WPM
- Virtual Team Collaboration
- Multi-line Telephone Console System
- Policy Implementation
- Solution Oriented Professional
- Customer retention
- Rapid and Adaptive
- EXCEL
- Clear oral and written communication
- Customer satisfaction
- Positive attitude
- Problem solving
- Dealertrack
- Committed High Achiever
- PioneerRx
- Remote support tools
Timeline
Customer Service Representative
Transamerica Life Insurance Company
09.2024 - Current
Patient Advocate
CloudRx
09.2023 - 09.2024
Senior Customer Service Representative
American Honda Finance
11.2021 - 07.2023
Customer Service Advocate | Resolution Specialist
Globe Life And Accident Insurance Company
11.2018 - 10.2021
Customer Service Representative, Collections Specialist, Sales Agent
Teleperformance USA
05.2013 - 10.2018
High School Diploma -
Huntington High School
Associate of Science Degree -
Southern University Shreveport
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