Summary
Overview
Work History
Education
Skills
Timeline
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Brandalyn Williams

Dallas,TX

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

3
3
years of professional experience

Work History

Cyber Intelligence Analyst II

Rapid 7
02.2023 - 08.2023


  • Produced multi-source intelligence reports and products for different agency customers.
  • Analyzed open-source intelligence data to identify potential threats and vulnerabilities.
  • Conducted detailed data analysis to identify patterns and trends in complex datasets.
  • investigate trending global cyber events and emerging dark web threats, while using the Rapid 7 platform
  • Using research skills to find pieces of information, establish timelines of attack, identify threat actors interests that pose a threat to our customers.
  • Analyze ongoing attacks as phishing, DDoS, data leakage, ransomware and more, to assess their origin, purpose, and impact on our customers
  • Be a source of knowledge in threat intelligence, supporting other departments using your wide set of skills and expertise as a team member.

Remote Customer Service Agent

Corner Stone Staffing Agency
05.2020 - 02.2022
  • Responded promptly to customer service calls and inquiries from diverse groups of individuals for Social Security Disability Benefits
  • Identified issues and inquires and created action plans to solve for clients.
  • Collected and documented in systems in detail with case notes related to Customer needs within a CMS system.
  • Expanded client list by compiling information on potential clients to contact. Followed up with warm leads to drive scheduled appointments.
  • Worked with Medical Claims, Customer Service, Appeals, and Medical Management Departments to make sure client information was transferred as needed.
  • Accumulated over 200 leads per month through effective customer service skills for Social Security Disability areas.
  • Entered data for referrals and appointments into a community-based customer relationship management (CRM) database.

Temporary Position- Remote Customer Service Agent

Navient Solutions LLC
11.2020 - 08.2021
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer calls and emails to answer questions about products and services.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
  • Help customers with their general problems. Provide support and assistance to customers who have problems with login in issues
  • Take over 300 Inbound and Outbound calls daily! Used Microsoft Excel and Word to enter data for call notes, suggestions, and questions.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Quickly and accurately answered customer questions, suggested effective solutions, and resolved issues to increase customer satisfaction 100%.
  • Followed up with customers about resolved issues via outbound calls, email, and Live Chat to maintain high standards of customer service.

Education

Bachelor of Science - Corrections

Langston University
Langston, OK
11.2021

Associate of Arts - Criminal Justice

Langston University
Langston, OK
05.2020

Skills

  • Complex Problem-Solving
  • Threat Detection
  • Purchase Orders
  • Departmental Support
  • Data Collection
  • Team Player
  • Account Management
  • Microsoft Word
  • Active Listening
  • CRM Software
  • Customer Retention Strategies/Customer Service
  • Problem-Solving Ability

Timeline

Cyber Intelligence Analyst II

Rapid 7
02.2023 - 08.2023

Temporary Position- Remote Customer Service Agent

Navient Solutions LLC
11.2020 - 08.2021

Remote Customer Service Agent

Corner Stone Staffing Agency
05.2020 - 02.2022

Bachelor of Science - Corrections

Langston University

Associate of Arts - Criminal Justice

Langston University

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Brandalyn Williams