Brianna Pope
Americus
Summary
Experienced and compassionate Customer Service Representative with a strong background in handling high volumes of inbound calls, resolving complex issues, and delivering outstanding customer experiences. Skilled in navigating multiple systems, working independently in remote environments, and consistently meeting or exceeding performance goals. Committed to professionalism, empathy, and process improvement.
Overview
9
9
years of professional experience
Work History
Benefits Verification Specialist
Everise
Plantation, FL
05.2025 - 03.2026
- Verified patient benefits through detailed analysis of insurance eligibility and coverage options.
- Collaborated with healthcare providers to resolve discrepancies in patient benefit information.
- Educated patients on their benefits, enhancing understanding of coverage and out-of-pocket costs.
- Utilized electronic health record systems to streamline benefit verification processes and improve efficiency.
Customer Service Representative
Teleperformance
03.2023 - 01.2025
- Manage 60+ daily inbound calls, assisting customers with inquiries and account issues.
- Educate customers on services, resolve issues efficiently, and escalate complex concerns when necessary.
- Meet and exceed quality assurance and satisfaction metrics.
- Navigate multiple platforms simultaneously while maintaining professional and empathetic communication.
- Remote
Customer Service Agent
Pharmacentra
Americus, GA
02.2021 - 02.2023
- Handled healthcare-related calls including prescription support, benefit questions, and pharmacy information.
- Maintained patient confidentiality and adhered to HIPAA regulations.
- Achieved high customer satisfaction scores by providing accurate and compassionate support.
- Documented all calls and followed up on open cases with attention to detail.
Apple Support Advisor (Work from Home)
Apple Inc.
01.2019 - 01.2021
- Provided remote technical support for Apple products including iPhone, iPad, and Mac.
- Guided customers through troubleshooting steps, warranty coverage, and service options.
- Maintained performance standards in call resolution and customer feedback scores.
- Utilized Apple proprietary systems and tools to assist users and escalate issues effectively.
- Remote
Customer Service Representative
TLC Associates
Americus, GA
01.2017 - 01.2019
- Answered high-volume inbound calls related to various client accounts.
- Provided billing support, order status updates, and account troubleshooting.
- Maintained compliance with company policies while ensuring customer satisfaction.
- Participated in training sessions and contributed to process improvement discussions.
Education
High School Diploma - undefined
Americus High School
Americus, GA06.2006
Skills
- Customer Service
- Call Handling
- CRM
- Salesforce
- Zendesk
- Microsoft Office
- Five9
- NICE
- RingCentral
- Zoom
- Slack
- Teams
- HIPAA
- Technical Support
- Process Improvement
- Remote Work
Timeline
Benefits Verification Specialist
Everise
05.2025 - 03.2026
Customer Service Representative
Teleperformance
03.2023 - 01.2025
Customer Service Agent
Pharmacentra
02.2021 - 02.2023
Apple Support Advisor (Work from Home)
Apple Inc.
01.2019 - 01.2021
Customer Service Representative
TLC Associates
01.2017 - 01.2019
High School Diploma - undefined
Americus High School