Alexia Brammer
Columbus,OH
Summary
Dynamic and results-oriented customer support leader with over 3 years of experience in customer service, 5 years in a supervisory role. Proven track record in mentoring teams, optimizing operations, and enhancing customer satisfaction. Skilled in performance analysis, coaching, and delivering exceptional service. Committed to driving team performance and fostering professional development in a fast-paced environment.
Overview
6
6
years of professional experience
Work History
Controller- Hybrid
Consolidated Containers Group
08.2023 - Current
- Developing and managing the company's budget, creating financial forecasts and projections
- Utilizing historical data and market trends, to forecast demand for products
- This forecasting helps in planning inventory levels, Driver schedules, and transportation requirements to meet customer demand efficiently while minimizing costs
- Drive change management initiatives to enhance processes, align roles and responsibilities and improve operational efficiencies
- Optimize transportation routes and modes to minimize costs and improve efficiency
- By negotiating freight rates, consolidating shipments
- Serve as a strategic finance partner for all supply chain projects, leading financial analysis and business cases to identify efficiencies and optimize expenses
- Collaborating with cross functional teams to foster high performance and growth
- Utilize the SAP Network for invoicing and payments
- Provided insightful financial analysis and recommendations to support strategic business planning and decision-making
- Collaborated with cross-functional teams to drive process improvements and enhance operational performance
- Managed financial analysis and reporting for supply chain operations, including expense tracking and budget management
Front Desk Manager
Quality Inn and Suites
01.2022 - 07.2023
- Preside over day to day operations, manage workflow and ensure smooth operation
- Train new hires on how to navigate the system and promote good customer service
- Provide senior executives with daily and monthly reports such as Bank Reconciliation
- Build and maintain relationships with clients to promote loyalty and Support budgetary goals
- Assisting in the recruitment and onboarding process
- Stay engaged with the business to understand trends and opportunities
Customer Support Supervisor- Remote
Nice Global
04.2021 - 01.2022
- Supervise and mentor a team of 10+ customer support agents, fostering a culture of high performance and accountability
- Conduct regular one-on-ones to provide constructive feedback and support agents' professional development
- Oversee daily operations, ensuring adherence to KPIs, with a focus on meeting service excellence during peak times
- Coordinate workflows and manage shifts, optimizing team productivity and service delivery
- Collaborate with Support Managers to streamline processes, enhance tools, and improve overall team efficiency
- Design and facilitate onboarding and ongoing training sessions, equipping agents with necessary skills for superior support
- Prepare and present regular reports on team performance and customer satisfaction metrics to senior management
- Serve as the point of contact for escalated tickets, ensuring timely and effective resolutions
Customer Support Agent-Remote
Nice Global
01.2021 - 04.2021
- Delivered high-quality support through various channels, consistently achieving high customer satisfaction scores
- Assisted in training new hires, providing insights into best practices and company policies
- Analyzed performance metrics to identify areas for improvement and contributed to team strategies
Accounts Payable Clerk
Chest National Hospital
10.2018 - 01.2021
- Worked closely with the Senior Accountant to perform tasks such as retroactive compensation for payroll
- Reviewing and verifying invoices received from vendors, ensuring accuracy and completeness of information such as invoice number, date, description, quantities and prices
- Interaction with Vendors to resolve any discrepancies such as pricing or missing documentation
- Preparing and processing payment batches such as checks, electronic fund transfers
- Maintaining organized and accurate records of all accounts payable transactions including invoices, payments and vendor information
- Create and present analysis tailored to different audiences, including C-level executives
- Ensure timely, accurate production of reports and analyses
Education
Bachelors in Business Administration - Accounting,Production and Operations Management
University of Technology
06.2020
Skills
- Performance Metrics Analysis
- Customer Relationship Management (CRM)
- Adaptability
- Excellent written and verbal communication
- Workflow Optimization and Process Improvement
- SAP Network
- Proficient in Microsoft Office (Word, Excel, PowerPoint, Access)
- Data Management
- Sales Force
References
- Shantae, Barnes, General Manager, (929) 225-9751
- Danelle, Deal, Accountant, (614) 301-6597
Timeline
Controller- Hybrid
Consolidated Containers Group
08.2023 - Current
Front Desk Manager
Quality Inn and Suites
01.2022 - 07.2023
Customer Support Supervisor- Remote
Nice Global
04.2021 - 01.2022
Customer Support Agent-Remote
Nice Global
01.2021 - 04.2021
Accounts Payable Clerk
Chest National Hospital
10.2018 - 01.2021
Bachelors in Business Administration - Accounting,Production and Operations Management
University of Technology
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