Brandi D. Whitehead
Byron,GA
Summary
Administrative Professional with numerous years of experience. Deliverance of superior telecommunications and customer service experience in a fast-paced, high-volume call center. Direct responsibility for logistical and supply functions including inventory management and cost analysis operations. Flawless in executing a variety of administrative tasks. Proven leader with the ability to function effectively in a myriad of environments.
Customer relations professional with significant experience in fostering client relationships and ensuring customer satisfaction. Skilled in conflict resolution, communication, and problem-solving. Strong focus on team collaboration and adaptability to changing needs. Reliable and results-oriented, ready to contribute to achieving organizational goals.
Overview
2027
2027
years of professional experience
Work History
Customer Relations Consultant
Progressive
Remote
2025 - Current
- Assisted clients in navigating policy options to ensure optimal coverage and satisfaction.
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Fraud Prevention Specialist
Teleperformance – Bank of America
Remote
01.2022 - 01.2025
- Handle all lost, stolen or compromised credit card accounts including maintenance, issuing and setting up new accounts.
- Receives and analyzes dispute, identify theft, credit bureau and fraud claim from members and employees and determine appropriate resolutions.
- Supports the monitoring and tracking of fraud issues across all channels of the bank.
- Communicate with members affected by fraud incidents, providing support, information and guidance in the resolution process.
- Report any suspicious account movements and unusual transactions that may be risky to the financial institution and customers.
Auto Loan Service Specialist – Consumer Vehicle Lending
Teleperformance – Bank of America
Remote
01.2021 - 01.2022
- Communicated timely analysis and processing of lien release documents for Auto, Recreational Vehicle and Marine loans.
- General knowledge of products/services including basic understanding of simple-interest loans.
- Identified and resolved problems in transactions and documents, and implemented corrections when necessary.
- Processed payments, assisted customers with payment issues, and ensured payments are accurate and reconciled.
Salvage Specialist II
Geico
Macon, GA
01.2019 - 2019
- Provided exceptional customer service and communication skills by phone and online.
- Filed of sales, prices, payments and other pertinent information related to the sale or transfer of a vehicle.
- Made sure all documents are checked for accuracy and completeness of signatures on all required parts of forms before payment is issued.
- Continuous training of regulatory information by monitoring DMV communications to ensure that their practices align with updated regulations.
Member Services Manager
Golden Key International Honour Society
Atlanta, GA
01.2013 - 01.2019
- Accomplished call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees.
- Improved process efficiencies by administering scheduling systems.
- Communicated job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
- Generated and send out invoices, monitor member account details for non-payments and delayed payments, follow-up on collect and allocate payments, research and resolve payment discrepancies.
Member Services Assistant
Golden Key International Honour Society
Atlanta, GA
01.2010 - 01.2013
- Served as department liaison with current and prospective members for enrollment processing, retrieval of student and chapter advisor information, eligibility status, verification of membership, and process payment inquiries that involve interfacing with information database systems such as Microsoft CRM, Legacy and Abila Netforum.
- Operated telephone switchboard to answer, screen, or forward calls, providing information regarding membership requirements, registration, payments, benefits, and scholarships.
- Executed appropriate action on incoming correspondence when appropriate, including letter composition for replies and forwarding to appropriate personnel for specific action.
- Communicated current knowledge of all programs, services and events to chapter advisors and members, current and prospective.
Telephone Operator
Mutual Telecom Service, Inc.
Al Udeid Air Base, Qatar
01.2008 - 01.2009
- Effectively handled customer inquiries for a telecommunications center.
- Operated telephone switchboards and systems to advance and complete connections, including those for local, long distance, pay telephone, mobile, person-to-person, and emergency calls.
- Monitored automated systems for placing collect calls. Scheduled and connected personnel to conference calls. Alertly identified and reported emergency situations.
Telephone Operator
Mutual Telecom Service, Inc.
Fort McCoy, WI
01.2006 - 01.2008
- Answered customer inquiries for the telecommunications center. On average, handled 200 calls per hour.
- Provided directory assistance and located phone numbers for military and civilian personnel when needed. Connected and logged outbound calls from commercial numbers to defense switched network numbers.
- Scheduled and connected personnel to conference calls and reported emergency situations. Maintained strict confidentiality.
PLL Clerk
US Army/2 BN 411th Regiment
Fort McCoy, WI
01.2005 - 01.2007
- Processed supply requisitions and reviewed and edited them for completeness, accuracy, and compliance with regulations.
- Maintained and prepared stock records and other documents such as inventories, stock control records, and accounting reports. Ordered and managed repair parts.
- Monitored stock numbers, prices, supply sources, and other information for accuracy before data entry. Reviewed and verified shipping documents.
- Dispatched vehicles and equipment, and maintained operator licensing records. Unloaded and stored incoming supplies and equipment.
Telephone Operator
Strategic Resources, Inc.
Fort McCoy, WI
01.2001 - 01.2006
- Directed calls and inquiries for the telecommunications center. Provided directory assistance and located phone numbers for military and civilian personnel.
- Maintained data entry requirements. Connected and logged outbound calls from commercial numbers to defense switched network numbers.
Education
Automated Logistical Specialist
US Army Quartermaster School
Fort Lee, VA01-1999
Skills
- CRM software
- Customer relations
- Training and mentoring
- Team building
- Customer service
- Problem-solving skills
- Time management
- Attention to detail
- Multitasking Abilities
- Calm and professional under pressure
- Reliability
- Excellent communication
- Computer skills
- Understanding customer needs
- Customer service excellence
- Organizational skills
- Team collaboration
- Shipping and receiving
- Active listening
- Effective communication
- Verbal and written communication
- Adaptability and flexibility
- Teamwork and collaboration
- Research and due diligence
- Account updates
- Inter-department collaboration
- Sales proficiency
- Schedule management
- Account management
- Training programs
Timeline
Fraud Prevention Specialist
Teleperformance – Bank of America
01.2022 - 01.2025
Auto Loan Service Specialist – Consumer Vehicle Lending
Teleperformance – Bank of America
01.2021 - 01.2022
Salvage Specialist II
Geico
01.2019 - 2019
Member Services Manager
Golden Key International Honour Society
01.2013 - 01.2019
Member Services Assistant
Golden Key International Honour Society
01.2010 - 01.2013
Telephone Operator
Mutual Telecom Service, Inc.
01.2008 - 01.2009
Telephone Operator
Mutual Telecom Service, Inc.
01.2006 - 01.2008
PLL Clerk
US Army/2 BN 411th Regiment
01.2005 - 01.2007
Telephone Operator
Strategic Resources, Inc.
01.2001 - 01.2006
Customer Relations Consultant
Progressive
2025 - Current
Automated Logistical Specialist
US Army Quartermaster School