Donovan Brown
912 Edmondson Avenue
Summary
Professional and well-grounded Clerical Specialist & Customer Service Representative with extensive, diversified experience and strong organizational, analytical, and time management skills. Enthusiastic and motivated; willing to learn; adapts quickly to new tasks and environments. Provides exemplary customer service and utilizes excellent interpersonal and communication skills to interact effectively with all levels of an organizational structure.
Customer service professional committed to delivering outstanding support. Skilled in resolving complex customer issues and fostering positive client relationships. Reliable team player with focus on collaboration and adaptability, ensuring consistent results and high satisfaction rates.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Advocate II
CareFirst BCBS
07.2024 - Current
- Resolved customer inquiries efficiently through multiple communication channels, enhancing overall satisfaction.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
Customer Care Resolution Associate
Design Consultants and Installers
Irvine, CA
10.2022 - 07.2024
- Provide high caliber support to the sales team of Design Consultants and Installers.
- Answer questions and resolve inquiries from clients related to product, warranty, installation, parts & repairs via e-mail and phone.
- Efficiently respond to client inquiries while keeping adherence to assigned schedule, phone time and resolution time while maintaining positive customer experience.
- Schedule appointment times and dates for service orders, provide the clients with order/ repair status, and processing payments.
- Utilize multiple systems to verify customer information, locate orders, and complete requests to service vendors.
- Collaborated with design teams to develop innovative solutions for client projects.
- Oversaw project timelines, ensuring deliverables met quality standards and client expectations.
Account Specialist, Temporary Assignment
T. Rowe Price
Owings Mills, MD
11.2021 - 10.2022
- Works in the College Savings Department to assist clients through phone or by email in response to inquiries regarding company products, services, and procedures to include reviewing tax and investment information, making adjustments, and sending funds to accounts upon request.
- Responds to client questions on product features and provides technical assistance for complex issues and calls that have been escalated by junior team members.
- Processes complex transactions in a timely and accurate manner to meet company and client requirements with a 99% call quality rating and on average completing 300 calls per month.
- Assists more junior staff by providing instruction to improve their understanding of company regulations, position roles, and application use when handling client requests.
Reimbursement Specialist
Maxim Healthcare Services/Staffing Company
Columbia, MD
02.2021 - 11.2021
- Served as a liaison between office partners, patients and payors which included reviewing office sales for appropriate documentation, generating and billing claims and invoices, and follow up on unpaid accounts.
- Responsible for verifying hours and confirming work dates for staffing of healthcare sites to include hospitals and medical departments for schools.
- Created invoices utilizing Erecruit and Adobe Acrobat to bill clients and also collaborated with staffing agents to ensure billing accuracy.
Customer Service Representative (Team Lead)
MAXIMUS/ Maryland Health Connection Contractor
Windsor Mill, MD
08.2018 - 02.2021
- Followed and maintained current Maryland’s Health Benefit Exchange Program policies, regulations, and processes to assist clients with obtaining health coverage in the state’s health insurance marketplace adhere to state’s standard.
- Responded to inbound and outbound calls with a courteous and professional manner to maintain client and company standards by answering inquiries about enrollment, protecting privacy rules, and referencing instructions or frequently asked questions when needed.
- Responsible for assisting junior customer service representatives by conducting training workshops, signing and verifying timesheets, providing guidance, responding to challenging calls, and escalating calls when needed.
- Maintained accurate and timely case notes on all customer communications and document activities.
- Documented daily production levels, material use and special incidents to keep management informed of all activities.
Education
High School Diploma -
National Academy Foundation High School
Baltimore, MD01-2004
Skills
- Sales Force
- Adobe Pro
- TA 2000 Desktop
- Microsoft Office (Excel, Word, Powerpoint)
- Microsoft Teams
- Outlook
- Erecruit
- E-PIC/ Event Manager
- Dayforce
- Call center experience
- Data entry
- Complaint handling
- Administrative support
Accomplishments
- Conflict Resolution - Accountable for managing customer account inquiries, accurately delivering information to ensure the resolution of product/service issues and customer satisfaction.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
American Red Cross CPR Training (2020)
Timeline
Customer Service Advocate II
CareFirst BCBS
07.2024 - Current
Customer Care Resolution Associate
Design Consultants and Installers
10.2022 - 07.2024
Account Specialist, Temporary Assignment
T. Rowe Price
11.2021 - 10.2022
Reimbursement Specialist
Maxim Healthcare Services/Staffing Company
02.2021 - 11.2021
Customer Service Representative (Team Lead)
MAXIMUS/ Maryland Health Connection Contractor
08.2018 - 02.2021
High School Diploma -
National Academy Foundation High School