Breanna Scott
Conyers
Summary
My background has equipped me with a deep understanding of the customer journey, from initial interaction to long-term loyalty. I was responsible for Developed a deep understanding of members and partner plans to deliver personalized, high-quality support. Provided responsive, accurate, and empathetic service via phone, email, and
Salesforce case system. This experience has honed my ability to not only solve immediate customer issues but also to analyze underlying causes and collaborate cross-functionally to implement process improvements that enhance the overall customer ecosystem.
My extensive five-year tenure in customer service has solidified my "good people skills", allowing me to build rapport quickly, navigate complex or emotional situations with empathy and professionalism, and communicate effectively with diverse groups of customers. I am adept at transforming a challenging customer interaction into a positive experience, often leading to increased customer satisfaction and positive reviews. I thrive in dynamic environments and am committed to being a powerful advocate for both the customer and business.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Everise
02.2024 - 09.2025
- Executed all duties from a dedicated, secure home office, consistently demonstrating 100% schedule adherence and successfully utilizing hard-wired internet to ensure zero performance interruptions.
- Maintained strict HIPAA and PHI compliance while operating from a dedicated, secure home office, upholding a record of 100% schedule adherence and zero system breaches.
- Operated successfully in a 100% remote environment by independently troubleshooting minor technical issues and ensuring minimal downtime.
Customer Service Representative
Thrivas Staffing Agency
01.2021 - 01.2024
- Provided responsive, accurate, and empathetic service via phone, email, and Salesforce case system.
Monitored recurring issues and emerging trends; escalated insights, and proposed improvement ideas to enhance customer outcomes.
• Worked cross-functionally with product and operations teams to share customer feedback, and support enhancements to workflows and tools.
• Assisted in customer communications during product updates and new launches to ensure smooth transitions and clarity.
• Maintained detailed knowledge of the company’s product suite, workflows, and support tools to deliver informed assistance.
Helped refine and document internal customer care processes to improve consistency, efficiency, and quality of support.
Education
High School Diploma -
Howard High School
Macon, GA01-2016
Skills
Core Skills
Salesforce & CRM systems
Multichannel customer support (phone, email, case management)
Empathetic communication & active listening
Trend analysis, issue identification & escalation
Process improvement & documentation
Cross-functional collaboration (product, operations)
Product launch support & customer communications
Timeline
Customer Service Representative
Everise
02.2024 - 09.2025
Customer Service Representative
Thrivas Staffing Agency
01.2021 - 01.2024
High School Diploma -
Howard High School