Desiree Brown
Charlotte,NC
Summary
Experienced customer service rep advocating for the care of members with over 15 years of experience. Helping members get the most from their benefits by building trust and providing a clear path to care while utilizing my exceptional call center skills in problem solving and communicating clearly.
Professional with comprehensive experience in customer service leadership. Proven track record in driving team performance, resolving issues, and enhancing customer satisfaction. Strong focus on fostering collaboration, adapting to changing needs, and ensuring reliable service delivery. Skilled in conflict resolution, team training, and performance management. Reliable and results-driven with unwavering commitment to excellence.
Overview
25
25
years of professional experience
Work History
Customer Service Team Lead
Food Lion
01.2025 - Current
- Manage 4-10 members of our customer service team to enhance satisfaction and resolve issues efficiently.
- Manage front end of the store including 4-10 cashiers on best practices for customer interactions and problem solving.
- Streamline communication between 5+ departments to ensure timely resolutions of customer inquiries.
- Closes the store by using accounting packet to show all of the currency for the night.
- Leads customer service team to enhance overall customer satisfaction and loyalty.
- Coordinates scheduling and workflow management to ensure optimal staffing levels during peak hours.
- Resolves escalated customer issues through effective conflict management and problem-solving techniques.
Care Management Associate
Aetna
01.2013 - Current
- Obtaining key information to assess steps for precertification review
- Sent 30-50 faxes per day
- Inpatient confinement reviews
- Discharge planning
- Provider and Member Services Customer Service Rep
- Answering 50-100 calls per day
- Assisted providers with member benefits, eligibility, and claims
- Assisted other CSRs with their questions via the mentor queue.
- Answer member questions about their benefits, eligibility, and claims.
- Assist new team members with questions.
- Responding efficiently and accurately to members, explaining viable solutions, and ensuring that members feel support and valued
- Engaging in active listening with members, confirming or clarifying benefit, eligibility, and claims
- Utilizing software, scripts, and tools databases appropriately such as ACAS, ASD and ECHS.
- Taking part in training and other learning opportunities to expand knowledge of company and position.
- Prep cases for team to call members
International E-mail Customer Service Rep
NCO
01.2009 - 01.2013
- Effectively engineered intranet and complex databases to track UPS packages.
- Managed the flow of data between NCO and UPS to provide system updates.
- Deescalated irate customers via email and telephone.
- Managed 75-100 incoming calls and emails per day from customers.
- Answered customers questions about products they ordered online via telephone and web chat.
3 and 1 Inspector
Cone Mills
01.2005 - 01.2007
- Responsible for all Quality and Control for the Denim clothing line.
- Operated a sole proprietor computer system, for data entry of Q&A results.
- Inspected the personnel on the assembly line to ensure correct procedures, protocols and safety guidelines were all in order.
- Conducted thorough inspections of textile products to ensure compliance with quality standards.
- Identified and documented defects in materials, implementing corrective actions to enhance product quality.
- Prepared reports detailing findings of inspections, investigations, and tests.
- Ensured compliance with industry regulations through meticulous attention to detail during inspections.
Packing Technician
Kay Chemical
01.2004 - 01.2005
- Manage the process of exporting goods from warehouse shelf to the loading dock.
- Accurately and promptly completed all receiving and shipping documents, optional hard copy, via data entry in the computer.
Mess Specialist 3rd Class (MS3)
United States Navy Reserve
01.2000 - 01.2004
- Reassigned as a Human Resource Rep, handling mail, leave request and pay inquiries.
- Processed deployment orders, including outgoing mail for Seaman located in war zones.
Education
Associate of Applied Science - Medical Office Administration
Guilford Technical Community College
Jamestown, NC01.2009
BS - Health Care Administration
Capella University
Skills
- Microsoft Office
- ICD-9 and Hospital coding
- Medical Records
- Customer satisfaction
- Policy enforcement
- Professional telephone demeanor
- Customer relations
Timeline
Customer Service Team Lead
Food Lion
01.2025 - Current
Care Management Associate
Aetna
01.2013 - Current
International E-mail Customer Service Rep
NCO
01.2009 - 01.2013
3 and 1 Inspector
Cone Mills
01.2005 - 01.2007
Packing Technician
Kay Chemical
01.2004 - 01.2005
Mess Specialist 3rd Class (MS3)
United States Navy Reserve
01.2000 - 01.2004
Associate of Applied Science - Medical Office Administration
Guilford Technical Community College
BS - Health Care Administration
Capella University
Similar Profiles
Terana’jah GeddisTerana’jah Geddis
Cashier at Food LionCashier at Food Lion
Stacy TimoneriStacy Timoneri
Retail Pricing Coordinator at Food LionRetail Pricing Coordinator at Food Lion
Tabatha MetzTabatha Metz
Deli Associate at Food LionDeli Associate at Food Lion
Landon PeeryLandon Peery
Cashier at Food LionCashier at Food Lion
Jonathan EdouardJonathan Edouard
Security Officer at Allied Universal Security ServicesSecurity Officer at Allied Universal Security Services