Craig Brooks
Ray City
Summary
Results-driven professional with 5 years of experience in customer service, technical support, and sales. Demonstrated expertise in delivering exceptional customer experiences, efficiently resolving technical issues, and driving revenue growth through personalized sales strategies. Skilled at building strong client relationships, thriving in fast-paced environments, and providing solutions that align with customer needs. Proven track record of meeting and exceeding performance goals while maintaining a customer-first approach.
Overview
7
7
years of professional experience
Work History
Insurance Customer Service Representative
Aetna
06.2024 - Current
- Assist members with inquiries about health insurance plans, coverage, claims, and benefits.
- Provide guidance on selecting or modifying insurance plans based on customer needs.
- Resolve issues related to billing, claims processing, and pre-authorization requirements.
- Educate customers on Aetna’s wellness programs, online tools, and resources.
- Verify eligibility, coverage, and co-payment details for healthcare services.
- Document and update customer interactions in compliance with HIPAA regulations.
- Coordinate with healthcare providers and internal departments to resolve complex cases.
Advisor
Saferide
06.2023 - 06.2024
- Assist customers in booking rides through phone, app, or website support.
- Provide real-time updates on ride status, estimated arrival times, and delays.
- Address and resolve customer concerns about driver interactions, routes, or fares.
- Process refund requests, fare adjustments, and account-related inquiries.
- Coordinate with drivers to ensure safe and timely pickups and drop-offs.
- Handle complaints or incidents involving safety concerns, escalating issues as needed.
- Maintain accurate logs of customer interactions and feedback to improve service quality.
Customer Service Representative
WEX Inc.
12.2022 - 05.2023
- Answer and assist customers with questions on their benefits (FSA, HSA, Fca, etc)
- Go over claims information and provide participants with up to date information
- Also followed the HIPPA laws
- Provide prompt and professional support for WEX payment solutions, including fleet cards, virtual payments, and travel accounts.
- Assist customers in resolving issues with transactions, account balances, or payment processing.
- Guide customers through account setup, updates, and managing billing preferences.
- Address and resolve disputes, card replacements, and declined transaction inquiries.
- Educate customers on using WEX tools such as fleet management software and reporting platforms.
- Maintain compliance with company policies and industry regulations, including fraud prevention.
- Document customer interactions, issues, and resolutions accurately in the CRM system.
- Collect and relay customer feedback to help improve products and services.
- Coordinate with internal teams, such as sales or technical support, to resolve complex customer needs.
Quality Assurance Analyst
Concentrix
01.2022 - 10.2022
- Monitored and graded calls for agents to assure they met company standards
- Coached agents on how to improve metrics and overall quality of there calls
- Held meetings with supervisors and team leads to ensure calibration on requirements of the agents on each call
Customer Service Representative
Concentrix
07.2019 - 01.2022
- Assisted customers with a warm and professional attitude
- Assisted customers with questions
- Interacted with customers through live chat
- Kept records of customer complaints
- Handled emails, inbound calls, and outbound calls
- Booked appointments
Team Lead
Herschend Family Entertainment
04.2018 - 06.2019
- Complete everyday tasks and serve customers and maintain clean stations
- Make sure team members were following protocols and working with PPE
- Work in team friendly environments
- Lifting packages of up to 50 lbs
- Keeping inventory on items
- Traveling to a warehouse to bring back necessary items for daily production
Education
High school diploma -
Lowndes High School
Valdosta, GA06.2019
Skills
- Live Chat
- Quality Assurance
- Calibration
- Call center
- Customer service
- Communication skills
- Fast typing
- Microsoft Word
- Microsoft Excel
- Microsoft Office
- HIPAA
- Account management
- Salesforce
- Active listening
- Clear communication
- Problem-solving
- Empathy
- Patience
- Multitasking
- Conflict resolution
- Time management
- Adaptability
- Attention to detail
- Technical proficiency
- Customer focus
- Product knowledge
- Positive attitude
- Teamwork
- Critical thinking
- Data entry accuracy
- Confidentiality
- Stress management
- Professionalism
Timeline
Insurance Customer Service Representative
Aetna
06.2024 - Current
Advisor
Saferide
06.2023 - 06.2024
Customer Service Representative
WEX Inc.
12.2022 - 05.2023
Quality Assurance Analyst
Concentrix
01.2022 - 10.2022
Customer Service Representative
Concentrix
07.2019 - 01.2022
Team Lead
Herschend Family Entertainment
04.2018 - 06.2019
High school diploma -
Lowndes High School
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