Brenda Carroway
Memphis,TN
Summary
Motivated employee with a desire to tackle new challenges, displaying a strong work ethic, adaptability, and exceptional interpersonal skills. Works effectively unsupervised and quickly acquires new skills. Offers a dynamic understanding of manual and automated testing strategies as a Quality Assurance professional. Communicative and experienced in data analysis. Actively collaborates with development teams to identify and resolve issues.
Overview
11
11
years of professional experience
Work History
Senior Customer Service Representative
U.S. Bank
03.2022 - Current
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Managed complex cases involving identity theft, credit card fraud, and other forms of financial crime, resulting in successful resolution for affected customers.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
Technical Support Representative
Alorica
06.2020 - 03.2022
- Provided remote assistance to 45-65 customers experiencing technical difficulties per a day, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing user experience.
Loan Officer
Gulf Coast Federal Credit Union
09.2013 - 06.2016
- Assisted clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
- Maintained strict confidentiality of bank records and client information.
- Originated, reviewed, processed, closed, and administered customer loan proposals.
- Educated potential clients on various loan options, guiding them towards informed decisions that fit their financial goals.
Education
Bachelor of Science - Business Administration and Management
University of South Alabama
Mobile, AL05.2011
Skills
- Problem-solving abilities
- Microsoft Office expertise
- Excellent communicator
- Deadline-oriented
- Critical thinking
- Credit card payment processing
- Skilled multi-tasker
- Call Center Operations
- Customer service-focused
- System Proficient In: Nice, Mainframe, Casper, Amazon Connect, Falcon
Timeline
Senior Customer Service Representative
U.S. Bank
03.2022 - Current
Technical Support Representative
Alorica
06.2020 - 03.2022
Loan Officer
Gulf Coast Federal Credit Union
09.2013 - 06.2016
Bachelor of Science - Business Administration and Management
University of South Alabama
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