BRANDI THOMPSON

• Generate accurate Time and Material (T&M) service quotes for out-of-warranty or non-contract requests, ensuring seamless, legally compliant service delivery upon customer acceptance.
• Audit customer entitlements and cross-reference billing invoices against actual service delivery to guarantee precise revenue recognition and eliminate discrepancies.
• Monitor complex part order requests, accelerating case closure rates and maintaining strict alignment with business turnaround times.
• Serve as a team role model by proactively completing all training requirements ahead of schedule and fostering a collaborative team environment.
• Awarded the "Engagement Inspiration / SSD Hubwide" Recognition (April 2024) for going above and beyond to support team morale, collaborating cross-functionally, and driving collective success.

• Retained high-value accounts by identifying cancellation risks and engineering tailored solutions to stabilize customer status.
• Managed high-volume omnichannel support (phone, email, and chat), resolving tier-three customer complaints with a high degree of empathy and professionalism.
• Analyzed customer friction points and provided actionable feedback to leadership to improve the overall efficiency of the customer service lifecycle.
• Boosted overall team productivity by mentoring peers on operational best practices and adherence to company policies.

• Managed crisis resolution, critical decision-making, and real-time incident reporting to ensure the safety and security of staff, visitors, and detainees.
• Prepared, annotated, and audited sensitive legal and court documentation with strict attention to confidentiality and compliance.
• Supervised daily facility activities and executed rigorous security protocols, ensuring meticulous record-keeping across all shifts.

Anatomy, physiology, kinesiology, client assessment, and business practices.

Advanced styling techniques, salon sanitation, and regulatory compliance.