Brandee Lynne Burnett
Medford,NY
Summary
Systematic Lead Customer Service Representative committed to simultaneously handling customer and associate needs. Thorough and skilled researcher possessing first-rate communication and analytical problem-solving abilities. Focused on increasing team performance by defining and clarifying goals, responsibilities, resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied and driving customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. .
Overview
19
19
years of professional experience
Work History
Lead Customer Service Representative
TIAA Bank
10.2007 - 02.2023
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Streamlined processes for better service delivery, resulting in improved customer retention rates.
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
- Developed and implemented training programs to improve staff knowledge and skills, leading to increased productivity.
Client Outreach Specialist/Client Relationship Specialist
TIAA Bank
10.2007 - 02.2023
- Providing introductory information to new customers, ensuring customer satisfaction, following up with clients, informing customers about additional products or services, answering customer queries, troubleshooting issues, working with a team to find solutions, assessing customer needs, providing superior customer service, driving business through excellent customer service and relationship building, maintaining transparent communication with customers, identifying upselling opportunities, achieving above average customer retention rate, offering advice and guidance, utilizing key partners, supporting management, maintaining quality assurance and adherence to bank standards and regulations, coaching and mentoring colleagues, exceeding service and sales goals.
Head Teller/Customer Service Representative
North Fork Bank
02.2004 - 09.2007
- Supervising daily teller functions, ensuring compliance with bank regulations and procedures, completing customer transactions, coaching tellers, processing banking transactions, seeking upsell opportunities.
Education
Associate's degree - Business
Suffolk County Community College
Suffolk County, NY06.2007
High school diploma -
Buffalo High School
Medford, NY06.2000
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Additional Information
Background in customer service, Excellent verbal and written communication skills, Fluent in data entry and data management, Impeccable organizational skills, Excellent time management skills and strong work ethic, Proficient in Microsoft Office, email, and social media, Handled 150+ customer interactions per day, giving detailed, personalized, friendly, and polite service to ensure customer retention and satisfaction, Memorized all company products and services to be able to answer customer questions quickly and efficiently and increase upsells.
Awards
- Top sales associate
- Received Quarterly Service Recognition and Excellence awards in 2011, 2012, 2013, 2014, and 2015.
- Consistent winner of several sales contests, service compliment awards and top agent awards.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
If you really look closely, most overnight successes took a long time.
Steve Jobs
Timeline
Lead Customer Service Representative
TIAA Bank
10.2007 - 02.2023
Client Outreach Specialist/Client Relationship Specialist
TIAA Bank
10.2007 - 02.2023
Head Teller/Customer Service Representative
North Fork Bank
02.2004 - 09.2007
Associate's degree - Business
Suffolk County Community College
High school diploma -
Buffalo High School
Skills
- Escalation Management
- Customer Support
- Help Desk Support
- Corporate Systems
- Trainer Mentoring
- Quality Control
- Customer Account Management
- POS Transactions
- Order Fulfillment
- Employee Feedback
- Credit and Debt Card Processing
- Work Prioritization
- Business Correspondence
- Information Updates
- Performance Feedback
- Team Performance
- Phone Answering
- Problem Diagnosis
- Corrective Actions
- Incoming Call Management
- Answering Client Questions
- Microsoft Office
- Payment Processing
- Multitasking and Organization
- Team Task Delegation
- Supervising Tellers
- Complaint Resolution
- Teller Auditing
- Document and Records Management
- Order and Refund Processing
- Sales Report Generation
- Sales Quota Achievement
- Escalation Management
- Oracle EnterpriseOne
- Financial Transactions
- Issue and Complaint Resolution
- Call Volume and Quality Metrics
- Billing Adjustments and Refunds
- Process Transactions
- Customer Data Confidentiality
- Calm and Professional Under Pressure
- Administrative and Office Support
- Sales and Upselling
- Business Solutions
- Remote Access Software
- POS Systems and Ordering Platforms
- Organizational Efficiency
- Policy and Procedure Adherence
- Special Assignments
- Trained in Salesforce
- Livechat Messaging
- Investigate Claims
- Customer Retention Strategies
- Complex Product Knowledge
- Excellent Nonverbal Communication Skills
- Cultural Awareness
- Credit Card Applications
- PC Networking
- Rewards Tracking
- Financial Optimization
- Fraud Patterns
- Database Maintenance
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