Bernice Brown
Lithia Springs,GA
Summary
Customer Support Representative with extensive experience in quality control, training, and onboarding. Proven track record in developing SOPs and enhancing training programs to improve compliance and operational efficiency, complemented by a strong focus on customer satisfaction.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Quality Control Representative
Inmark Lifesciences
Austell, GA
12.2025 - Current
- Inspect and Audit production lines processing biological finished goods parts, in-process samples, and finished products hourly to ensure company compliance meets safety, purity, and regulatory standards.
- Developed production work instructions and SOPs to standardize processes and enhance quality control.
- Audited shipping orders and assisted with yearly inventory to ensure accuracy and compliance.
Retraction Operator
Express Staffing Professionals – Gerresheimer Pharmaceuticals
Peachtree City, GA
09.2025 - 12.2025
- Operated retraction line, producing pharmaceutical retractor parts for medical syringe injectors to meet production demands.
- Maintained consistent flow of parts, resolving issues to enhance operational efficiency.
- Operated production machinery to ensure efficient manufacturing processes.
- Monitored equipment performance and conducted routine maintenance checks.
- Collaborated with team members to meet daily production goals.
Customer Service Representative
Live Ops
Scottsdale, AZ
02.2025 - 11.2025
- Provided excellent customer service to 15-20 inbound and outbound calls, orders, product inquiries, and returns using soft skills and de-escalation techniques.
- Guided conversations and applied sales techniques, converting calls into sales.
- Achieved departmental goals with 93% survey satisfaction and 90% quality metrics through successful completion of certifications and training on products and services.
- Navigated multiple computer applications with accuracy. Tracked and Documented customer interactions while multitasking across multiple platforms.
- Contract Remote
Customer Service Representative
IQOR
Ft. Lauderdale, FL
08.2024 - 01.2025
- Managed 80-100 incoming calls daily, addressing customer inquiries through resource utilization and active listening.
- Clarified account details, resolved billing issues, and established payment plans to enhance customer satisfaction.
- Ensured accurate and timely updates in customer account systems. Maintained 8-minute AHT and 98 % Audit Quality metrics using knowledge-based resources.
- Incorporated feedback from managers to enhance call quality and customer interactions.
- Worked remotely to support customer service operations.
Employee Experience Champion
Pitney Bowes Presort
Atlanta, GA
02.2022 - 02.2024
- Facilitated comprehensive orientation and training for new hires, encompassing company policies, safety protocols, and use of enterprise software systems, ensuring alignment with organizational values and objectives.
- Partnered with cross-functional teams to develop and enhance training programs, addressing performance enhancement, compliance, and adoption of industry best practices.
- Managed employee performance and retention, providing insights and recommendations to enhance conversion of trainees to full-time roles.
- Coordinated with Human Resources to promote employee engagement initiatives, wellness programs, and philanthropic efforts, ensuring compliance and effective internal communication.
Operations Talent Coordinator
Global Ecommerce, Pitney Bowes
Atlanta, GA
09.2020 - 02.2022
- Facilitated onboarding processes, delivering training and essential information to new hires for successful integration into the company.
- Coordinated with HR and management to maintain accurate employee rosters and payroll records, ensuring data integrity and compliance with company procedures.
- Organized employee recognition events and created promotional materials to foster a positive workplace culture and highlight employee appreciation.
Orientation Facilitator / Trainer / Lead
Diverse Staffing @ Pitney Bowes
Atlanta, GA
09.2014 - 09.2020
- Developed and implemented onboarding and training programs for new employees, enhancing compliance with Quality Management Systems protocols.
- Led multiple operational roles, consistently meeting and exceeding facility targets through effective strategic leadership and analytical insights.
- Identified and communicated potential risks in operational processes to department managers and the General Manager, supporting data-driven decision-making.
Education
B.S. - Health and Fitness Management
Clayton State University
Morrow, GA05-2013
Skills
- Regulatory compliance
- SOPs and GMP knowledge
- Quality assurance
- Research and analysis
- Data analysis
- Microsoft Office expertise
- Onboarding and training
- Result documentation
- Customer concern resolution
- Empathy-driven communication
Certification
Weekly Product & Service Certifications, Live Ops
Languages
English, Native
Timeline
Quality Control Representative
Inmark Lifesciences
12.2025 - Current
Retraction Operator
Express Staffing Professionals – Gerresheimer Pharmaceuticals
09.2025 - 12.2025
Customer Service Representative
Live Ops
02.2025 - 11.2025
Customer Service Representative
IQOR
08.2024 - 01.2025
Employee Experience Champion
Pitney Bowes Presort
02.2022 - 02.2024
Operations Talent Coordinator
Global Ecommerce, Pitney Bowes
09.2020 - 02.2022
Orientation Facilitator / Trainer / Lead
Diverse Staffing @ Pitney Bowes
09.2014 - 09.2020
B.S. - Health and Fitness Management
Clayton State University