Breshayla Baptist
Columbus
Summary
Customer service-oriented professional with healthcare industry and supervisory experience. The ability to provide administrative support and function as the primary interface between the patient and the provider. Capable of coordinating the efficient flow of patients while remaining focused on managing priorities and ensuring patient confidentiality. As an assistant manager, I’ve experienced the opportunity to manage staff, coordinate operations, and execute exceptional customer service. I aim to create a positive and productive work environment by communicating with team members, setting clear goals, and monitoring performances.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Representative
InfoCision
Akron
03.2025 - Current
- Developed positive relationships with customers through friendly interactions.
- Developed strong relationships with customers by providing personalized assistance and support.
- Conducted regular follow-up calls with customers after resolving their issues.
- Identified opportunities for upselling additional products or services based on customer needs.
- Provided accurate information about products and services to customers.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Answered inbound calls and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Supervised Living Aide
Community Counseling Services
Starkville
09.2023 - 02.2025
- Conducted assessments of client needs, strengths and resources.
- Observed safety protocols when working with potentially violent or suicidal individuals.
- Provided emotional and psychological support to clients in crisis situations.
- Encouraged positive behaviors through rewards systems or incentives programs.
- Maintained accurate records of client interactions using an electronic health record system.
- Performed outreach activities within the community to promote mental health awareness.
- Assisted clients with daily living activities such as meal planning, medication management, budgeting.
- Oversaw medication administration process including verifying orders prior to administering drugs and medications.
- Observed strict safety measures, including checking medication dosages before administration to patients.
Sales Manager
RENTACENTER
Columbus
01.2024 - 05.2024
- Established relationships with key clients, while maintaining existing customer base.
- Conducted regular meetings with staff members to review goals and objectives for the quarter and year.
- Developed and implemented sales strategies to increase market share.
- Managed daily operations of sales department, including supervision of staff members.
- Created and presented monthly reports to management on sales performance.
- Executed strategic sales plans to expand customer base and revenue.
- Developed sales plans, goals, strategies and objectives to achieve team goals and revenue objectives.
Emergency Telecommunicator
Starkville Police Department
Starkville
11.2022 - 11.2023
- Provided pre-arrival instructions to callers regarding medical emergencies until paramedics arrived at the scene.
- Monitored alarm systems and dispatched appropriate personnel to alarm activations.
- Entered warrants into state databases as needed for law enforcement purposes.
- Updated records of all communications received and sent throughout shift using logbook entries.
- Dispatched police officers to calls for service in a timely manner, utilizing knowledge of jurisdictional boundaries and radio protocol.
- Attended regular training sessions on topics such as communication protocols, safety procedures.
- Responded quickly and accurately to requests for assistance from other agencies during emergencies or disasters.
- Utilized computer aided dispatch software to enter data into the database in order to create incident reports.
- Operated multi-line telephone system, including transferring calls, placing outbound calls, taking messages and paging staff members.
- Recorded and maintained files or records of customer requests, work or services performed.
Day Treatment Assistant
Community Counseling Services
West Point
02.2021 - 07.2022
- Supported families through crisis intervention services such as counseling and education regarding resources available in the community.
- Implemented behavior modification techniques such as positive reinforcement systems when appropriate.
- Monitored clients' progress towards goals set by their individualized treatment plan.
- Provided transportation for clients when needed for medical appointments or therapy sessions away from the facility.
- Provided direct therapeutic support to children with mental health, emotional, and behavioral issues.
- Advised parents on how they can best support their children through difficult times or challenging situations at home.
- Assisted Day Treatment Therapist in creating and implementing individualized treatment plans for clients.
- Documented notes during patient visits.
- Reviewed medical records to ensure accuracy of required information needed for pre-authorization requests.
- Developed a working knowledge of insurance plans, including Medicare and Medicaid regulations and requirements.
- Verified patient eligibility for insurance coverage by contacting insurance carriers and obtaining the necessary authorization numbers.
Shift Manager/Key Holder
Starbucks
Columbus
08.2018 - 11.2020
- Implemented effective loss prevention measures throughout the store.
- Performed regular audits of the store's security systems and safety protocols.
- Provided training on store policies, procedures, and standards to new hires and existing staff.
- Monitored sales activities to ensure compliance with company policies and regulations.
- Prepared deposit slips for all incoming funds according to established procedures.
- Resolved customer complaints promptly and professionally.
- Adhered to security protocols while handling large sums of money.
Technical Support Representative
Sitel
Starkville
05.2013 - 04.2016
- Resolved escalated customer service issues in a timely manner.
- Diagnosed system errors and implemented solutions to resolve them.
- Provided technical assistance to customers through phone, email and chat support.
- Troubleshot customer inquiries related to software and hardware issues.
- Demonstrated advanced product knowledge to solve customer issues.
- Documented all activities related to technical support including processes, updates, changes made.
- Supported customers with online billing, access, and account issues.bill pay
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Education
Associate of Science - Health Sciences
Ultimate Medical Academy
Clearwater, FL03-2021
High School Diploma -
Rockdale County High School
Conyers05-2013
Skills
- Technical support
- Product knowledge
- Conflict resolution
- Communication skills
- Team collaboration
- Multi-line Phone: EXP, Citrix, NICE Systems)
- Medical terminology
- Customer retention strategies
- Crisis intervention
- Time management
- Customer service
- Data entry
- CRM software
- Calm under pressure
- Order documentation
- Customer relationship management
- Medical insurance verification
- Organizational skills
- Active listening
- Customer-oriented
Certification
- Heartsaver CPR AED. I have successfully completed the cognitive and skills evaluations in accordance with the cirriculum of the American Heart Association Heartsaver CPR AED Program.
- Renewal Date: 09/2026
References
References available upon request.
Timeline
Customer Service Representative
InfoCision
03.2025 - Current
Sales Manager
RENTACENTER
01.2024 - 05.2024
Supervised Living Aide
Community Counseling Services
09.2023 - 02.2025
Emergency Telecommunicator
Starkville Police Department
11.2022 - 11.2023
Day Treatment Assistant
Community Counseling Services
02.2021 - 07.2022
Shift Manager/Key Holder
Starbucks
08.2018 - 11.2020
Technical Support Representative
Sitel
05.2013 - 04.2016
Associate of Science - Health Sciences
Ultimate Medical Academy
High School Diploma -
Rockdale County High School
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