Pey Brown

Results-driven Customer Support Specialist with 6+ years of remote customer service experience delivering exceptional customer experiences in fast-paced, high-volume environments. Skilled in resolving complex customer issues through active listening, critical thinking, and real-time problem-solving while maintaining empathy and professionalism. Proven ability to manage high call volumes, build lasting customer relationships, and consistently exceed customer satisfaction goals.

Proficient with Zendesk, Slack, CRM platforms, Salesforce, Microsoft Office, and remote collaboration tools. Adaptable, tech-savvy, and passionate about providing personalized support while contributing to a collaborative, high-growth team.

Care Concierge - MD Ally - Remote

(2025-11 - 2026-06)

• Managed high-volume inbound calls while providing compassionate, customer-focused support in a fast-paced remote environment.
• Scheduled telehealth appointments and accurately documented customer interactions using AthenaOne and CRM systems.
• Resolved customer concerns through real-time problem-solving while maintaining professionalism and empathy.
• Coordinated with healthcare providers to ensure timely service and seamless customer experiences.
• Conducted follow-up outreach to improve customer satisfaction and ensure successful resolution of customer needs.
• Maintained HIPAA compliance while handling confidential customer information

Eligibility Specialist - Department of Children and Families - Remote

(2024-04 - 2025-03)

• Conducted SNAP benefits interviews for new, existing, and reusable applications, ensuring accurate eligibility assessments.
• Maintained a high level of professionalism and empathy while interacting with customers to ensure a positive experience, resulting in improved client trust.
• Provided exceptional customer service by promptly and effectively addressing customer inquiries, concerns, and complaints, contributing to high satisfaction rates.
• Achieved a customer satisfaction rating of 100% based on post-interaction surveys, demonstrating commitment to service excellence.
• Collaborated with cross-functional teams to escalate complex issues and provide timely resolutions for customers, improving resolution efficiency.
• Utilized CRM software to accurately document customer interactions, track issue resolution progress, and maintain detailed records, enhancing data integrity.

Proxy Voting Specialist - AST Funds Solutions - Remote

(2022-04 - 2024-02)

• Maintained a high level of product knowledge to effectively assist customers with their questions and concerns, improving client satisfaction.
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding response time goals, ensuring prompt client support.
• Developed strong relationships with key clients through regular communication and personalized support, increasing client retention.
• Recognized as top performer within the team for consistently achieving high levels of customer satisfaction scores above 90%, demonstrating excellence in service delivery.

Health Concierge Customer Service Representative - Randstad - Remote

(2020-10 - 2022-05)

• Managed the provider enrollment process, ensuring timely and accurate completion of documentation in compliance with state and federal regulations, reducing processing delays.
• Collaborated with credentialing, billing, and legal departments to effectively resolve issues or discrepancies in provider applications, improving application accuracy.
• Resolved complex issues related to missing or incomplete documentation through detailed research and analysis, enhancing provider onboarding efficiency.

Customer Service Manager - Muzik Shack - Cairo, GA

(2009-09 - 2018-06)

• Managed a team of 5 customer service representatives, providing guidance and support to ensure high-quality customer interactions.
• Implemented new customer service strategies resulting in an 85% increase in overall customer satisfaction ratings.
• Analyzed customer feedback data to identify trends and areas for improvement, leading to the implementation of targeted solutions that increased customer retention by 100%.
• Monitored key performance indicators (KPIs) such as average response time, first call resolution rate, and customer satisfaction scores to drive continuous improvement efforts.
• Led weekly team meetings to communicate updates, share best practices, and foster a positive work environment focused on delivering outstanding customer experiences.
• Developed strong relationships with key clients through regular communication and proactive problem-solving initiatives, increasing client loyalty.
• Implemented a customer loyalty program that increased repeat business by 90%, driving revenue growth.
• Managed customer service budget, optimizing resource allocation to meet department goals while maintaining cost efficiency.

Some college - Fitness Training - Issa International (2024-02 - 2025-08)

High school diploma or GED