Brandi Bailey

As a Hybrid Help Desk Specialist at a home warranty company I serves as the primary point of contact for homeowners seeking assistance with warranty claims. The role involves guiding customers through the claims process, responding to inquiries, and coordinating with service providers to resolve issues covered under the policy. I handle anywhere between 10-20 incoming calls daily, a plethora of emails, and online chats from customers reporting problems with home systems or appliances. Additionally,I refer complex or unresolved claims to higher support levels or claims management for further assistance, and maintain comprehensive records of all customer interactions, claims, and resolutions within the company's customer relationship management (CRM) system.

This role involves de-escalating customer concerns and thoroughly investigating challenging claims to identify and implement appropriate solutions.

• Responsibilities include reviewing the history of claims, including service reports, contractor notes, and the customer's policy, to determine the underlying cause of the issue.
• Strive to find solutions and make customers feel at ease about their concerns
• Support the comfort and safety of customers and their families
• Communicate effectively with providers
• Utilize multiple screens and systems to resolve customer issues

As home health aide (HHA) is a trained professional, certified through state-approved programs, who provides personal care and basic medical assistance, including bathing, grooming, mobility support, and vital sign monitoring. They typically work under supervision and serve as a link between non-medical care and professional healthcare services.

• Duties include helping elderly, quadriplegic, sick, hospice, and disabled patients
• Using various equipment to assist patients who cannot move well on their own, such as Hoyer lift, sit-to-stand lift, and transfer board
• Creating a stable environment, improving comfort, and ensuring overall well-being
• Providing personal care, including bathing and grooming assisting with mobility, Monitoring vital signs ,Performing wound care and assisting patients with exercises.

A preschool teacher creates a safe, supportive, and stimulating environment for children under five. Responsibilities include designing engaging, developmentally appropriate activities that foster social, physical, and cognitive growth; developing flexible lesson plans; maintaining a clean and secure classroom environment; monitoring and documenting each child's progress; and maintaining open communication with parents to support overall development. Additionally, the teacher facilitates learning across social, emotional, physical, and cognitive domains through engaging activities and promotes the development of appropriate social skills and positive behavior by implementing classroom rules and encouraging respectful interactions.

• Document student progress, support a classroom of 10-21 children with individual needs, and facilitate positive communication with parents.
• Providing one-on-one learning assistance
• Monitoring all in-school and out-of-school activities.

A mortgage collections specialist is a professional employed by a mortgage organization responsible for managing the recovery of overdue payments on home loans. This role entails proactively reaching out to delinquent borrowers through various communication channels such as phone in-bound and out-bound calls approximately 30 calls daily, email, and mail to discuss their financial circumstances. The position requires effective communication and negotiation abilities to collaboratively establish repayment plans and explore alternative solutions aimed at preventing foreclosure. As a specialist must balance assertive collection strategies with empathetic engagement to support borrowers while achieving organizational objectives.

Duties include assessing financial situations, educating borrowers on obligations and potential consequences, and guiding them through loss mitigation or debt management programs.

• Helping customers stay knowledgeable about relevant federal regulations and company policies.
• Utilized multiple systems, screens, and phone lines to ensure prompt resolution of borrowers' issues.
• Developed plans to prevent foreclosures by reviewing documentation.
• Assessed borrower eligibility for assistance programs such as forbearance's and repayment plans.

As a Resident Assistant (RA) in a nursing facility provides direct personal care and support to 5-10 residents with activities of daily living, including assistance with bathing, dressing, and eating. They also support health monitoring, ensure environmental safety, and promote social engagement. Their primary responsibility is to uphold residents’ comfort, dignity, and overall well-being, serving as an essential communication link between residents and nursing staff by reporting any changes in health or behavior.

Duties include assisting residents with transportation to and from dinner and activities, providing support with bathing and transfers, and offering companionship.

• Assists in maintaining a clean, safe, and hazard-free living environment for residents.
• Engages with residents, promotes participation in social activities, and offers companionship to support social well-being.
• To be attentive and responsive when my designated hall light or name is called, and to address any needs in my assigned area promptly.

A Customer Service and Sales Representative in Tier 1 Technical Support serves as the initial point of contact for customers. This role involves addressing routine inquiries, troubleshooting common technical issues using established scripts and resources, and identifying potential sales opportunities as appropriate. When encountering complex problems, the Tier 1 representative escalates the issue to higher support tiers for further assistance. Additionally, the role includes resolving typical technical concerns, diagnosing user-reported problems, and guiding customers through fundamental technical procedures.

• Document customer interactions, generate support tickets, and maintain records of issues and resolutions for future reference.
• Provided customer service and Tier 1 technical support for T-Mobile, addressing customer inquiries, resolving billing issues, processing phone replacements, managing escalated calls, facilitating bill payments, initiating payment plans, and setting up new accounts.
• Operated within a large call center environment, taking in-bound and out-bound calls and collaborating effectively with team members.