Open to opportunities

Britt Ferrer

@brittferrer

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Experienced customer service specialist skilled in Salesforce and healthcare support.

Philippines

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What I'm looking for

I seek a customer-focused role in healthcare or service operations where I can use CRM and analytics skills, coach teammates, and improve processes while ensuring compliance.

I am an experienced customer service specialist with extensive background supporting healthcare benefits and retail accounts using Salesforce, Genesys Cloud, and Calabrio. I have served as an SME/Floor Support, coached new hires, and consistently met service level and quality targets while adhering to HIPAA and privacy standards.

I bring strong technical proficiency in Power BI and CRM tools, excellent written and verbal English communication, and a customer-focused mindset that resolves escalations and improves processes. I am proactive, detail-oriented, and dependable, committed to delivering compliant, high-quality service and operational support.

Experience

Work history, roles, and key accomplishments

SME / Floor Support

IQOR

Sep 2023 - Jan 2025 (1 year 4 months)

Provided real-time SME and floor support in a healthcare contact center, resolving escalated benefits and eligibility cases while ensuring HIPAA-compliant processes and improving agent workflow and quality metrics.

Salesforce Calabrio HIPAA Coaching Escalation Management Quality Assurance Knowledge Management

Customer Service Representative

IQOR

Sep 2022 - Jan 2025 (2 years 4 months)

Supported members during open enrollment as a benefits service center representative, guiding account access and benefit selections based on individual eligibility to ensure accurate enrollment decisions.

Customer Service Benefits Administration Salesforce Email Support Chat Support Phone Support Data Entry Problem Solving

Customer Service Representative

IQOR

Jan 2022 - Aug 2022 (7 months)

Handled order entry and support for the 1-800-Flowers account via phone, email, and chat, managing orders, cancellations, tracking, and escalations while meeting quality and productivity targets during peak seasons.

Order Entry Customer Support Email Support Chat Support Phone Support Escalations CRM

Customer Service Representative

TeleTech

Feb 2021 - Dec 2021 (10 months)

Provided inbound and outbound support for the T‑Mobile retail account, resolving billing, plan, and device issues while documenting cases in CRM and meeting KPIs for quality, AHT, and adherence.

Phone Support Chat Support Email Support CRM Troubleshooting Billing Support Escalation Management KPIs