Halie Brown

Results-driven customer service and resolution specialist with 9+ years supporting high-volume contact-center and remote environments. Expert in calm de-escalation, negotiation, and rapid, accurate problem-solving — resolving 50+ calls and 30+ complex cases daily while maintaining a 95% CSAT. Designed an onboarding and training program that improved dispute-resolution efficiency by 30% and reduced repeat escalations.

Proficient with CRM systems and data-driven process improvements; passionate about reducing churn and boosting retention through empathetic, measurable support.

Customer Service Representative - HCA Parallon

(2024-05 - 2025-02)

• Provided billing and insurance verification support via Avaya (inbound and outbound), resolving inaccurate account information and validating coverage.
• Resolved customer billing inquiries with empathy and clarity, regularly receiving positive feedback and praise.
• Accurately documented interactions in CRM to ensure billing accuracy and enable timely team follow-up.
• Partnered with revenue cycle and insurance teams to reduce billing errors and shorten verification turnaround.

Resolution Specialist/Assistant - A&E Construction - Remote

(2019-02 - 2024-03)

• Handled 30+ customer issues daily while maintaining a 95% CSAT through calm de-escalation, strategic negotiation, and rapid problem-solving.
• Designed and delivered an onboarding and dispute-resolution training program that improved dispute-resolution efficiency by 30% and reduced repeat escalations.
• Managed complex cases end-to-end: documented detailed CRM case notes, coordinated with operations and billing teams, and accelerated resolution timelines.

Customer Service Representative - Etech Global Services, Nacogdoches

(2016-03 - 2017-01)

• Managed 50+ inbound customer contacts per day via phone, email, and chat, consistently achieving a 95% CSAT.
• Diagnosed and resolved product and service issues with empathy and tailored solutions, minimizing escalations and repeat contacts.
• Documented interactions accurately in CRM and collaborated with internal teams to escalate and resolve complex problems in a timely manner.

Associate of Science - Nursing - Lonestar college, Kingwood (2017-03)