BRANELSIA KAY HART

Profile

Friendly, outgoing business analyst and customer service representative with 16 years of experience and a graphic design background. Known for empowering people and teams through training, coaching and using teambuilding techniques. Proven ability to develop, lead and mentor teams to achieve a successful goal. Solving problems using creative and logical means. Excelling in people through positive influence and communication. Proficient in Microsoft Office, Adobe, Macromedia products and standard office equipment.

Professional Experience

Campus Partners
April/2009 - May/2010
2400 Reynolda Blvd.
Winston-Salem, NC 27103

Customer Service Representative

  • Communicate and discuss the features and benefits of the Private Educational Loan and Campus Based Products.
  • Document all customer contacts and provide timely follow-up to customer requests.
  • Ability to work with a variety of emotions and frustrations with internal and external customers. 
  • Sort and distribute incoming Deferment, Forbearance and Cancellation Requests. Assign batch numbers and/or assign to appropriate Campus Partner Personnel.
  • Document Batching Process and train two other individuals on the process.
  • Able to multitask between telephone calls and paperwork processing.
GMAC Insurance
June/1993 - October/2008
500 West Fifth Street
Winston-Salem , NC 27103

Business Analyst 2001 - 2008

  • Facilitated meetings with impacted Department Representatives to gather and document business requirements to solve a business problem using DefineIt and Caliber RM.
  • Review documented requirements with Business Representatives and Developers for approval.
  • Participate in testing and defect resolution process.
  • Document changes to existing procedures or creation of new procedures for operational staff due to system changes and/or changes in Insurance Compliance Regulation.
  • Managed time between multiple projects and reporting time spent appropriately for project development.
  • Selected as Team Leader for major project to document current system process to be used as basis for new system.

 

Senior Customer Service Representative 1996 - 2001

  • Handled supervisor calls to resolve escalated issues with irate customers.
  • Provided training and guidance to call center team in resolving difficult billing or underwriting guidelines.
  • Achieved exceeding or constantly met call center requirements from quality assurance reviews.
  • Spotlighted several times for exceptional customer service.
  • Selected to travel with Product Managers on four day - six city tour to visit and meet Virginia Agents.

 

Customer Service Representative 1995 - 1996

  • Written and oral communication with internal/external agents and policyholders in regards to policy status, billing history and/or underwriting decisions.
  • Assisted policyholder and agents to make credit card payments.
  • Spotlighted several times for exceptional customer service.

 

Underwriting Processor 1993 - 1995

  • Endorsed policy per policyholder request and state underwriting guidelines.
  • Supply written communication as to policy status, and/or billing history.
  • Identified numerous fraudulent documents submitted by new agent that would have provided new policyholders with discounts for which they did not qualify. Identifying these actions early immediately saved company approximately $2,600.00 in premiums. Undetected, this fraudulent activity could have easily cost the company many more thousands of dollars.
KayzKreationz
2005 – Present

Graphic Design, Web Designer and Publisher

  • My site: http://www.branelsia.com
  • Webmaster for Elon First Baptist Church – website http://elonfirstbaptist.org. Site has recorded over 33,800 hits since creation in 2006. Designed using Photoshop, Flash and Dreamweaver.
  • Webmaster for McLeansville First Baptist Church, McLeansville, NC – website: http://mfbchurch.org. Site has recorded over 3,400 hits since 2007. Designed using Photoshop, Flash, and Dreamweaver.
  • Webmaster for MKM Ministries - website: http://mkmministries.org . Site has its own store and weekly email.
  • Webmaster for Alamance Citizens for a Drug Free Community – website http://alamancedfc.org . A nonprofit agency seeking to prevent underage drinking.
  • Webmaster for BadNFluence Racing – website: http://www.baddnfluenceracing.com. Site has recorded over 2,300 hits since creation in 2007. Designed using Photoshop, Flash and Dreamweaver.
  • Publisher for EFB Quarterly Connection – Newsletter for Elon First Baptist Church – since 2007. Newsletter is published using Adobe InDesign, and PDF version is uploaded to church website.
  • Past Publisher of the Unionite Informer for Union Baptist Church, Winston-Salem, NC. Newsletter was published using Microsoft Publisher.

Skills

Microsoft Word
Microsoft Excel
Microsoft PowerPoint
Caliber RM
DefineIt
Microsoft Publisher
Adobe Illustrator
Adobe Photoshop
Adobe Premier Pro
Adobe InDesign
Macromedia Flash
Macromedia Dreamweaver

Education

 

  • High School Diploma, East Forsyth Senior High School, Kernersville, North Carolina – June 1977
  • Associate of Applied Science, Electronic Data Processing-Business, Forsyth Technical Institute, Winston-Salem, North Carolina – May 1983
  • Associate of Applied Science, Graphic Design and Multimedia, Westwood College – Denver North, Denver, Colorado – December 2005

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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