Summary
Overview
Work History
Education
Skills
Timeline
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Brandee Brown

West River,MD

Summary

Dependable office management professional brings 10 + years of experience in administrative oversight. Self-starter and skilled team leader with history unifying staff under common goals, modeling organizational efficiency and instilling customer service excellence. Specializes in call center office environments.

Overview

14
14
years of professional experience

Work History

Office Manager

SCE
Lothian
01.2019 - Current
  • Negotiated and arranged personalized travel itineraries for Owner and other employees by fostering relationship with local travel agent
  • Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel
  • Established and developed strong administrative team by delivering ongoing coaching and motivation and fostering career advancement.
  • Developed and implemented office policies and procedures.

Customer Support Specialist

OPTAVIA
Baltimore
07.2018 - 05.2019
  • Confirmed and processed weekly/monthly commission payments for OPTAVIA coaches
  • Instrumental in developing monthly team building activities and meeting and to foster positive and cohesive work environment
  • Resolved concerns with products or services to help with retention and drive sales
  • Provided primary customer support to internal and external customers.

Leasing Consultant

MARYLAND MANAGEMENT
Hanover
03.2018 - 12.2018
  • Designed a method to showcase each units potential using visually appealing items such as vases, flowers, and center pieces
  • Enthusiastically greeted potential residents and existing residents with strong focus on retention and building lasting impressions
  • Held high approval rating and maintained customer loyalty with top-notch service.

Quality Assurance Manager

CARCHEX
Hunt Valley
08.2016 - 05.2018
  • Created and implemented Call Scoring Model to guide consistent call quality and performance for both agents and teams
  • Conducted internal audits of processes, products, and systems to ensure compliance with quality standards.
  • Increased company revenue by reviewing agent calls for potential pre-existing issues
  • Reported production malfunctions to managers and production supervisors
  • Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.

Weekend Manager

MASSAGE HEIGHTS
Pikesville
02.2016 - 02.2018
  • Recruited and successfully on-boarded all new team members; Including job training and MH policies and procedures
  • Launched committee outreach to increase spa's visibility in the surrounding areas; increased membership by 37% with community outreach
  • Improved employee engagement by creating tools to facilitate open and honest dialogue between staff
  • Maintained exceptional customer service standards throughout every shift.

Quality Analyst/ Compliance Analyst

PAY PAL
Hunt Valley
11.2012 - 06.2016
  • Monitored calls and reviewed emails for accuracy of information and call compliance; becoming SME on 2 business units within 2 months
  • Trained and mentored new team members, with emphasis on business units of expertise
  • Designed monthly newsletter to showcase best tips for call success and give accolades for top performers, that was distributed company wide
  • Streamlined QA processes by working closely with development teams and staying abreast of changing product demands
  • Reported repeated issues to supervisors and other departments, collaborating to identify issue roots and rectify problems.

Customer Solutions Agent

PAY PAL
Hunt Valley
04.2010 - 10.2012
  • Mentored multiple new hire classes; selected for several special projects that reported results directly to CEO and CFO
  • Excelled at call quality and AHT; awarded quality star of the quarter 3 times, prompting promotion to Quality Analyst
  • Provided Stellar customer service based on outstanding communication and interpersonal skills.

Education

Skills

  • Team Management and Supervision
  • Motivational Leadership
  • Report Preparation and Analysis
  • Schedule Coordination
  • Customer Service
  • Operations Management
  • Compliance Monitoring
  • Office Management
  • Training and Coaching

Timeline

Office Manager

SCE
01.2019 - Current

Customer Support Specialist

OPTAVIA
07.2018 - 05.2019

Leasing Consultant

MARYLAND MANAGEMENT
03.2018 - 12.2018

Quality Assurance Manager

CARCHEX
08.2016 - 05.2018

Weekend Manager

MASSAGE HEIGHTS
02.2016 - 02.2018

Quality Analyst/ Compliance Analyst

PAY PAL
11.2012 - 06.2016

Customer Solutions Agent

PAY PAL
04.2010 - 10.2012

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Brandee Brown