D’relle Brown
Orlando
Summary
Results-driven healthcare operations professional dedicated to improving patient engagement and satisfaction. Successfully led care coordination initiatives and trained junior staff on best practices, significantly enhancing service delivery. Strong communicator adept at collaborating with teams and analyzing member feedback to drive continuous improvement.
Overview
13
13
years of professional experience
Work History
Care Specialist
Oscar Health
Orlando
11.2021 - Current
- Led care coordination initiatives to enhance patient engagement and satisfaction.
- Managed escalated calls, ensuring full resolution of complicated issues and inquiries.
- Guided care guides through live calls and complex scenarios, enhancing support quality.
- Trained junior staff on outreach best practices, case workload management, and follow-up procedures.
- Developed communication strategies to improve collaboration among team members and healthcare providers.
- Analyzed member feedback to pinpoint specific areas for service delivery improvement.
- Chosen to join Medicare Advantage team, providing top-tier service to community members.
- Promoted to learning lab coach, facilitating hands-on training for new care guides.
Technical Support Representative III
Comcast
Atlanta
04.2019 - 11.2021
- Determined and implemented actions on behalf of customers, diagnosing problems and planning subsequent steps to enhance resolution efficiency.
- Followed established troubleshooting procedures, effectively utilizing resources and desktop tools to resolve customer issues.
- Generated work orders while adhering to business rules and procedures to maintain compliance and support operational efficiency.
Technical Senior Advisor
Apple
Atlanta
02.2014 - 04.2019
- Supported advisors' transition to senior roles through targeted training and continuous support.
- Enabled advisors to assist customers more effectively by providing essential information and comprehensive knowledge base articles.
- Coordinated follow-ups with customers on technical issues, ensuring thorough troubleshooting and resolution.
- Accurately managed and updated records through meticulous data entry, ensuring data integrity and accessibility for organizational use.
Education
Bachelor of Science - Information Technology
American InterContinental University
Weston, FL08-2004
Skills
- Care coordination
- Patient management software
- Healthcare compliance
- Health information systems
- Customer relationship management
- Task management
- Microsoft Office Suite
- Google Workspace
- Effective communication
- Team collaboration
Awards
- Featured for Exceptional Customer Service, Oscar Health, 09/01/22
- Outstanding Customer Service Award, Comcast, 08/01/19
Timeline
Care Specialist
Oscar Health
11.2021 - Current
Technical Support Representative III
Comcast
04.2019 - 11.2021
Technical Senior Advisor
Apple
02.2014 - 04.2019
Bachelor of Science - Information Technology
American InterContinental University