Summary
Overview
Work History
Education
Skills
Timeline
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Barbara Burns

Douglasville,Georgia

Summary

Senior Customer Service Representative bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.

Overview

16
16
years of professional experience

Work History

Sr Customer Service Advisor

Transcom Corporation
08.2019 - 01.2024
  • Worked for Apple Corporation during time with Transcom.
  • Enhanced customer satisfaction by promptly addressing and resolving complex issues.
  • Managed approximately 50 incoming and outgoing calls, test scenarios, and emails per day from customers.
  • Mentored junior advisors, fostering a culture of continuous learning and development.
  • Managed escalated cases with diplomacy, maintaining professionalism at all times.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Maintained up-to-date knowledge of product and service changes.
  • Balanced multiple priorities effectively while ensuring the timely completion of tasks without compromising the quality or accuracy of work produced.

Training Consultant

Worforce Training Services
01.2015 - 07.2019
  • Hired to evaluate and design analysis programs to aid customers in improving employee training programs.
  • Evaluated the success of training programs and recommended improvements to upper management to enhance effectiveness.
  • Conducted gap analyses to identify areas of improvement within existing training programs, leading to targeted updates that increased overall efficacy.
  • Improved student performance by 30 % as measured by test scores and ability to complete tasks when working with customers.
  • Monitored industry trends and best practices in adult education, continually applying relevant insights to enhance program offerings.
  • Implemented a mentoring program that connected experienced and newer employees for ongoing support and knowledge transfer.

Fulltime Caregiver

Did Not Work
01.2012 - 01.2015
  • Fulltime caregiver for family member.
  • Provided safe mobility support to help patients move around personal and public spaces.
  • Administered medications as prescribed, ensuring accurate dosage and timely administration for maximum efficacy.
  • Maintained clean personal areas and prepared healthy meals to support parents' nutritional needs.
  • Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.

Instructional Systems Design Manager

HiPK, LLC
05.2008 - 09.2012
  • Hired to design and develop a comprehensive training evaluation process for the JID (Joint Interoperability Division) of the US Army.
  • Designed an evaluation process and dashboard incorporating student/supervisor evaluations, test question analysis, and student metrics
  • Designed and documented the "Annual Curriculum Control Process" and "Curriculum Evaluation Process" that the Deputy Director Joint Staff J7/Coalition Warfighter branch recognized as the "Best practice" within the organization for the programs and plans.
  • Wrote Request for Proposal (RFP) responses for Department of Defense contract bid requests. Earned winning score for accuracy, completeness, and knowledge of subject matter.

Education

MBA - Human Resources

University of Phoenix
Tempe, AZ
05.2009

Master of Science - Technical Communication

University of Minnesota - Twin Cities
Minneapolis, MN

Skills

  • Active Listening
  • Empathy
  • Adaptability
  • Problem-Solving
  • Communication
  • Knowledge
  • Organization
  • Time Management
  • Humor

Timeline

Sr Customer Service Advisor

Transcom Corporation
08.2019 - 01.2024

Training Consultant

Worforce Training Services
01.2015 - 07.2019

Fulltime Caregiver

Did Not Work
01.2012 - 01.2015

Instructional Systems Design Manager

HiPK, LLC
05.2008 - 09.2012

MBA - Human Resources

University of Phoenix

Master of Science - Technical Communication

University of Minnesota - Twin Cities

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Barbara Burns