1. BREANNA SEPULVEDA
5959 Fort Caroline Road Apt 3505* Jacksonville, FL, USA 32225 * (904) 994-7831
whtlatina1214@yahoo.com
QUALIFICATIONS SUMMARY
Highly personable Customer Service Professional with seven + years of experience in customer service,
assisting sales, and call-center operations within the package & delivery industry, insurance, and pro-
sports. Talent for identifying customer needs and presenting appropriate company product and service
offerings.
 Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to
increased repeat and referral business.
 Expertise in resolving escalated customer service issues.
 Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel,
Microsoft PowerPoint®, Microsoft Access, and Microsoft Outlook®). Siebel, Diamond
 Experienced working in diverse retail sales and customer service
 Hardworking, energetic, and reliable, recognized for assuming additional responsibilities.
PROFESSIONAL EXPERIENCE
Florida Blue-Jacksonville, Florida August 2013-September2015
Sr Customer Advocate
Responsible for supporting Member Service Organization by providing quality service to our
members through inbound/outbound calls, payment audits, claims evaluations as well as written
inquiries.
 Performs research, analysis, and audits and make effective decisions to properly monitor,
evaluate and resolve customer issues, while supporting the vision, goals and objectives of the
Member Contact Center (MCC).
 Educate customers with regards to benefits, claims (coding, processes & payments) contract
interpretation and services in a courteous, responsive, accurate and professional manner.
 Effectively communicate with both internal and external contacts such as; membership & billing,
other carrier liability, while establishing a relationship between myself and the contact center
environment, ensuring the spirit of the team.
 Follow through on all activities to resolve and finalize customer issues.
 Excellent verbal and communication skills while acting as a Subject Matter Expert
(SME) in a Senior Lead position.
o Document issues of quality & performance
o Side by side observations of frontline staff to ensure knowledge of processes
and procedures, coaching and training
o Took phone calls and assisted with escalated issues.
 Served as a Subject Matter Expert (SAU) in the TAU
 Maintain schedule adherence, availability and stay with in corporate guidelines of cycle time.

2. BREANNA SEPULVEDA
5959 Fort Caroline Road Apt 3505* Jacksonville, FL, USA 32225 * (904) 994-7831
whtlatina1214@yahoo.com
ADT-Jacksonville, Florida June 2009-June 2013
Customer Service Representative
Dedicated and technically skilled business professional with a versatile administrative support skill set
developed through experience as an Assistant Manager. Excel in resolving employer challenges with
innovative solutions, systems and process improvements to increase efficiency, customer satisfaction and
the bottom line.
 Demonstrates the ability to learn new organizational processes, workflows, policies and
procedures with minimal direction.
 Identify, analyze and remove processing barriers to ensure inventory and customer satisfaction
was met.
 Assist members with trouble shooting their alarm systems
 Liaison for servicing ADT customers
 Handle high volume of calls pertaining to customer inquiries and complaints
 Excellent problem solving skills.
 Inbound and outbound sales, account reconciliation
Finish Line Footwear Jacksonville, FL June 2008 – July 2009
Sales Associate
 Sold footwear and accessories to a daily customer base, exceeding daily quotas in sales.
 Managed cashiering activities in areas of purchasing, returns, and exchanges, and enforced store
policies.
 Interfaced with vendors concerning pricing, availability, damaged product, buy- backs, and
special orders.
Pizza Hut Jacksonville, FL May 2007 – July 2009
Customer Service Associate
 Provide outstanding customer service.
 Responsible for cashiering activities
 Ensure the quality of food products and services provided to customers.
 Schedule pickups and deliveries
 Assisted in the setup of boxes and preparation of food.
EDUCATION
High School Graduate December 2008
Florida State Community College at Jacksonville