Brandi Sumner
Chicago,IL
Summary
Dynamic professional with extensive experience at CHICAGO LIGHTHOUSE, specializing in customer support and HR sourcing. Demonstrated ability to manage over 50 daily customer interactions in high-pressure environments, achieving exceptional customer satisfaction levels. Proven leadership and organizational skills enhance efficiency in talent acquisition and team collaboration. Aiming to leverage expertise to drive further improvements in customer engagement and recruitment strategies.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
CHICAGO LIGHTHOUSE
Chicago, US
10.2014 - Current
- Adeptly handled over 50 incoming calls each day, providing solutions related to I-PASS electronic tolling accounts and violation notices.
- Handles incoming calls efficiently with a well-informed and respectful approach.
- Stays updated on Illinois Tollway standards and procedures.
- Resets passwords, processes billing, credit card payments, and posts payments to customer accounts
- Opening, splitting, and closing customer accounts; activating retail-purchased transponders; replacing transponders; redeeming gift cards, etc
- Effectively communicates with callers to resolve overdue tolls, escalate work tickets as needed
- Efficiently managed high volumes of calls and emails, always meeting set benchmarks for quick responses and resolutions.
- Executed problem-solving strategies to manage and resolve complex customer concerns.
- Resolved technical issues for an enhanced customer experience on the company site.
- Attended ongoing training sessions to stay current with product features, policies, procedures, and industry trends.
- Processed payments, refunds, and adjustments accurately.
- Managed various aspects of the order fulfillment process.
- Answered customer inquiries via phone, email, and chat.
Receptionist/Recruiter
Manpower
Champaign, US
12.2012 - 02.2014
- Devised strategic recruitment plans aligning with company's overall strategy.
- Established strong ties with community centers and corporate partners.
- Managed talent acquisition efficiently across varied departments.
- Conducted thorough verification of background checks to ensure compliance.
- Utilized Behavioral Interviewing techniques to adequately screen applicants for available projects
- Conducted extensive phone screenings leading to employment readiness for candidates.
- Managed time, schedules, and daily activities for optimal efficiency.
- Managed 25-60 active candidates monthly efficiently.
- Consistently secured placements with significant national clients including JP Morgan Chase, Zebra Technologies, and FedEx.
Education
High school diploma or GED -
C.I.C.S Ralph Ellison High School
Chicago, IL06.2012
Associates -
Parkland College
Skills
- Customer Support Expertise
- Proficient in High-Pressure Environments
- Experienced in Computer Software
- Leadership Training
- HR Sourcing
- Order processing
- Accounting
- Clerical experience
- Cash handling
- Banking
- SAP
- Communication skills
- Microsoft Office
- Computer literacy
- Time management
- Customer service
- Front desk
- Organizational skills
- Financial Transactions Management
- Filing
- Human resources
- English - Expert
- Scheduling
- Account updating
- Team development
- Call center experience
- Disciplined Work Ethic
- Approachable Customer Relations
Timeline
Customer Service Representative
CHICAGO LIGHTHOUSE
10.2014 - Current
Receptionist/Recruiter
Manpower
12.2012 - 02.2014
High school diploma or GED -
C.I.C.S Ralph Ellison High School
Associates -
Parkland College
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