Brandie Miller
Fairview
Summary
Dedicated professional with a proven track record in customer service and data analysis. Skilled in problem-solving, communication, and mentoring team members to enhance customer satisfaction and operational efficiency.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Business Consultant
Tele Direct Call Center
05.2022 - Current
- I take different calls for different companies, I may help with reservations, and I help transfer to Dr. offices. I answer calls and help with what is in my script. I am also an expert, which means that I help other Customer Service Agents when they do not know how or where to proceed.
- Assisted clients
- Answered phone and assisted customers with changes
- Created customer appointments
- Scheduled reservations for customers
- Maintained up-to-date knowledge of customer accounts
- Explained products and benefits
- Proficient and up to date with HIPAA.
- Provided exceptional customer service and support to ensure customer satisfaction
- Resolved customer inquiries, complaints, and issues in a timely and professional manner
- Maintained a high level of product knowledge to effectively assist customers with their needs
- Managed a large volume of incoming calls and emails from customers, addressing their concerns and providing accurate information
- Collaborated with cross-functional teams to resolve complex customer problems and escalations
- Built strong relationships with customers through effective communication and personalized interactions
- Identified opportunities for upselling or cross-selling products/services to enhance the customer experience
- Assisted in the development of training materials for new hires to ensure consistent delivery of excellent customer service
- Utilized CRM software to track customer interactions, update account information, and document issue resolutions
- Contributed ideas for process improvements that enhanced efficiency in handling customer inquiries
- Participated in team meetings to discuss best practices, share knowledge, and collaborate on problem-solving initiatives
- Achieved monthly targets for average handle time (AHT) while maintaining quality standards for each interaction with customers
- Collaborated with sales team members to identify potential leads or opportunities based on customer feedback or requests
- Developed rapport with key clients through regular check-ins, ensuring their ongoing satisfaction with our products/services
- Analyzed data from surveys or feedback forms to identify trends or areas where improvements could be made
- Provided product demonstrations or explanations as needed during the sales process
- Assisted in the implementation of new systems or processes aimed at improving overall efficiency within the department
- Mentored new team members by providing guidance on company policies/procedures and sharing best practices
- Conducted follow-up calls/email campaigns after resolving an issue to ensure complete resolution and gather feedback
- Developed strategies to optimize call center operations and enhance client satisfaction.
- Analyzed market trends to identify growth opportunities for telecommunication services.
- Facilitated training sessions for staff on effective customer engagement techniques.
- Collaborated with cross-functional teams to streamline communication processes.
- Conducted assessments to improve service delivery and operational efficiency.
- Managed project timelines to ensure timely implementation of business solutions.
- Researched industry standards to align call center procedures with current regulations.
- Identified opportunities for business growth through new products or services.
- Assessed current systems for effectiveness in meeting organizational goals.
- Coordinated with internal teams and external stakeholders to support business growth through development of new features.
Verification Specialist
Verisys
Salt Lake City
11.2021 - 01.2022
- Worked with multiple screens on the computer and verified licensing for customers. To be honest, this was the first time in all my working years that I was let go. I understood why, because honestly, I tried my very best, but as I stated, I was very new to the working developments of ever-changing job opportunities.
- Conducted in-depth data analysis to identify trends, patterns, and insights for decision-making purposes
- Generated comprehensive reports summarizing key findings and recommendations for senior management
- Collaborated with cross-functional teams to gather data inputs and ensure accuracy of analyses
- Developed and maintained complex financial models to support forecasting and budgeting processes
- Performed market research and competitive analysis to inform strategic business decisions
Cashier/Customer Service
Fuel hub
Fairview
09.2019 - 08.2021
- I am a customer service professional, and I know and use computer skills. I'm trustworthy, a team player, and love meeting new people and our regular customers. I love using my customer service skills to greet customers as they enter and leave the store. I'm a precise, quick learner. I keep the store clean and stocked. I've got great phone skills.
- Processed cash, credit, and debit card transactions accurately and efficiently
- Provided excellent customer service by greeting customers, answering questions, and resolving issues
- Maintained a clean and organized checkout area to ensure a positive shopping experience for customers
- Handled returns and exchanges under company policies
- Balanced cash drawer at the end of each shift, ensuring accuracy in monetary transactions
- Assisted with inventory management by monitoring stock levels and notifying supervisors of low inventory items
- Collaborated with team members to achieve daily sales targets
- Trained new cashiers on proper procedures for handling transactions and providing exceptional customer service
- Implemented upselling techniques to increase average transaction value by XX%
- Resolved customer complaints or concerns promptly and effectively to maintain high levels of customer satisfaction
- Utilized a point-of-sale (POS) system to process transactions quickly and accurately
- Managed large volumes of cash while maintaining strict attention to detail
- Performed opening and closing procedures for the cashier station, following company guidelines
- Assisted in merchandising activities such as stocking shelves or setting up displays when needed
Stay at Home Grandmother
Salem
12.2013 - 06.2020
- The reason that I was out of work for so long is that I had a lot of health issues. Then my first grandchild was born in 12/2013, and her parents were both incarcerated, and I had to raise her from 3 days old until 2020.
- Assisted with daily activities such as bathing, dressing, grooming, and medication management
- Managed household tasks, including light housekeeping, laundry, and grocery shopping for clients
- Ensured a clean living environment by regularly sanitizing surfaces using appropriate cleaning agents
- Assisted in the implementation of therapeutic interventions recommended by healthcare professionals
Warehouse Worker
Young Living Essential Oils
Springville
08.2012 - 07.2016
- I packed boxes for customer orders. I worked different machinery. Decided that I didn't care for that job.
- Worked in a fast paced warehouse
- Maintained a safe working environment
- Drove the forklift
- Picked, packed, and shipped items
- Made sure all items were clean
- Inspected and crated merchandise
- Operated forklifts and other warehouse equipment to safely load, unload, and transport materials
- Maintained accurate inventory records by conducting regular cycle counts and reconciling discrepancies
- Picked and packed orders with high attention to detail, ensuring accuracy in product selection and packaging
- Received incoming shipments, inspected contents for damage or defects, and verified quantities against purchase orders
- Utilized computer systems to track inventory levels, update stock locations, and generate shipping labels
- Collaborated with team members to optimize workflow efficiency and meet daily production goals
- Performed quality control checks on outgoing shipments to ensure products met customer specifications
- Safely stored hazardous materials according to OSHA regulations and company guidelines
- Assembled product components using hand tools or machinery as required by job instructions
- Maintained a clean and organized work area to promote safety and productivity
- Assisted in the training of new warehouse employees on proper procedures for handling materials and operating equipment
- Closely followed all safety protocols when handling heavy machinery or working at heights
- Leveraged knowledge of different material types (e.g., fragile items) to ensure appropriate handling techniques were used
- Investigated customer complaints regarding damaged or missing items, taking prompt action for resolution
- Maintained compliance with company policies regarding security measures for high-value merchandise
- Collaborated with cross-functional teams (e.g., logistics, purchasing) to coordinate efficient inbound/outbound shipment processes
- Demonstrated flexibility by adapting quickly to changing priorities or urgent requests from supervisors
- Contributed to the implementation of a new inventory management system, resulting in improved accuracy and reduced stockouts
- Maintained knowledge of safety regulations and best practices for handling hazardous materials
Quality Control Inspector
Young Living Essential Oils
Payson
08.2012 - 07.2016
- I inspected all products coming in. Made sure that the right amounts of products were right. Teamwork: put information into the computer, check on orders going out for shipping.
- Conducted thorough inspections of incoming raw materials, ensuring compliance with quality standards and specifications
- Performed visual and dimensional inspections on finished products to verify conformance to customer requirements
- Utilized precision measuring instruments such as calipers, micrometers, and gauges to perform accurate measurements
- Implemented and maintained a comprehensive quality control system to monitor product quality throughout the manufacturing process
- Identified non-conforming products or materials and initiated corrective actions to prevent further production issues
- Collaborated with cross-functional teams, including production, engineering, and suppliers, to address quality concerns and implement effective solutions
- Created detailed inspection reports documenting findings, deviations from specifications, and recommended corrective actions
- Developed and implemented statistical process control (SPC) methods to monitor key process parameters for continuous improvement purposes
- Conducted root cause analysis investigations on product defects or failures to identify underlying causes and implement preventive measures
- Trained production line operators on proper quality control procedures and techniques to ensure consistent adherence to standards
- Maintained accurate records of inspection results, test data, and other relevant documentation for traceability purposes
- Participated in internal audits of the quality management system to ensure compliance with ISO standards or industry regulations
- Assisted in the development of standard operating procedures (SOPs) related to quality control activities for improved consistency across shifts or departments
- Collaborated with suppliers on supplier qualification processes, including audits, performance evaluations, and material certifications verification
- Initiated regular calibration checks on measuring instruments to ensure accuracy and reliability of measurements
- Conducted internal audits to assess compliance with quality standards and implemented corrective actions as needed
- Performed risk assessments on critical processes or products to identify potential failure points and implement preventive measures
Customer Service Representative
Young Living Essential Oils
Payson
08.2012 - 07.2016
- I took customer orders, I fixed problems with their orders, and I fixed anything that would have been an overcharge. I loved being a customer service professional.
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
- Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
- Built rapport with customers through active listening, empathy, and personalized interactions
- Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
- Assisted customers in navigating the company website, troubleshooting technical issues, and placing orders online
- Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers
- Identified opportunities for process improvement based on common customer inquiries or pain points
- Participated in regular training sessions to stay updated on product features, policies, procedures, and industry trends
- Upsold additional products or services to customers based on their needs and preferences
- Handled billing inquiries, including payment processing, refunds, adjustments, and account updates accurately and efficiently
- Assisted with order fulfillment processes such as tracking shipments or coordinating returns/exchanges when necessary
- Proactively followed up with customers after issue resolution to ensure their satisfaction was maintained
- Contributed to team success by achieving individual targets while also supporting colleagues during peak periods
- Developed strong problem-solving skills through analyzing complex situations quickly while maintaining composure under pressure
- Demonstrated excellent written communication skills by crafting clear responses that addressed each aspect of the customer's inquiry concisely
- Increased efficiency by suggesting and implementing process improvements that reduced the average handling time for customer inquiries
- Collaborated with the product development team to provide valuable customer feedback on product features, usability, and enhancements
- Assisted in training new hires by sharing best practices, providing guidance, and offering support during their onboarding process
- Managed escalated customer issues with professionalism and empathy, ensuring swift resolution while maintaining a positive brand image
Customer Service Representative (CSR)
Comcast Cable and Xfinity Internet
Salt Lake City
02.2010 - 12.2012
- Customer service, data entry, inbound calls, process payments, walk through with detailed orientation, de de-escalation.
- Assisted customers with a warm and professional attitude
- Processed customer transactions
- Assisted customers with questions
- Interacted with customers through live chat
- Kept records of customer complaints
- Handled emails, inbound calls, and outbound calls
- Booked appointments
- Managed customer accounts
- Performed data entry for customer information and orders
- Handled billing issues and order inquiries
- Provided exceptional customer service by promptly and effectively addressing customer inquiries, concerns, and complaints
- Maintained a high level of professionalism and empathy while interacting with customers to ensure a positive experience
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
- Collaborated with cross-functional teams to escalate complex issues and provide timely resolutions to customers
- Identified opportunities for process improvement to enhance overall customer satisfaction
- Participated in regular team meetings to share insights, discuss challenges, and collaborate on strategies for improving customer support operations
- Demonstrated strong product knowledge across multiple product lines to provide accurate information and recommendations to customers
- Proactively followed up with customers after issue resolution to ensure their satisfaction was maintained over time
- Collaborated with sales representatives on upselling opportunities during interactions with existing customers
- Developed rapport with repeat customers through personalized interactions that exceeded their expectations
- Effectively managed irate or upset customers by actively listening, empathizing, and finding appropriate solutions
- Investigated billing discrepancies reported by customers to identify root causes and implement corrective actions
- Coordinated closely with shipping carriers regarding delivery status updates for orders placed by customers
- Maintained up-to-date knowledge of industry trends, product updates, and company policies to provide accurate information to customers
- Collaborated with the quality assurance team to identify areas for improvement in customer support processes
- Managed a high volume of inbound and outbound calls, consistently meeting or exceeding call handling targets
- Provided technical support to customers by troubleshooting issues related to products or services
- Effectively communicated complex technical concepts clearly and concisely to non-technical customers
Explosives production
Ensign and Bickford
Spanish Fork Canyon
03.1994 - 06.2000
- I made, detonated, and boxed explosives. I also worked in the warehouse. I had a great rapport with my colleagues. I loved this job, but was getting remarried, and my now husband didn't like me working there, especially at night when he was in bed, and could hear the detonations of explosives.
- Performed explosive ordnance disposal (EOD) operations in high-risk environments, ensuring the safe removal and disposal of hazardous materials
- Utilized advanced EOD equipment and techniques to identify, assess, and neutralize improvised explosive devices (IEDs)
- Safely disposed of XX pounds/kilograms of explosives through controlled detonations
- Maintained accurate records of all EOD operations, including documentation of procedures followed and results achieved
- Developed comprehensive training programs for new EOD technicians, ensuring they were equipped with the necessary skills to perform their duties effectively
- Closely monitored changes in enemy tactics related to explosive devices, adapting strategies accordingly to mitigate risks
- Conducted regular equipment maintenance and inspections to ensure optimal functionality and readiness
- Developed and implemented standard operating procedures (SOPs) for EOD operations, ensuring consistency and adherence to safety protocols
- Mentored junior EOD technicians, guiding technical skills development and career progression opportunities
- Closely monitored inventory levels of explosive materials, ensuring compliance with regulations governing their storage and transportation
- Participated in continuous professional development activities to stay updated on advancements in EOD techniques and technologies
- Served as a member of the unit's safety committee, promoting awareness of best practices for mitigating risks associated with explosives handling
Education
Esthetics -
Renaissance Academy
Provo, UT06.2019
Nursing - Some college
Utah Valley University
Orem, UT08.1994
General Studies - Diploma
Spanish Fork High School
Spanish Fork, UT05.1989
Skills
- Employee Orientation
- Salesforce
- Windows
- Sales
- Supervising experience
- Search engines
- Inside sales
- Continuous improvement
- Human resources
- Front desk
- Food safety
- Microsoft Excel
- Transcription
- Insurance Verification
- Management
- Data entry
- Organizational skills
- Computer literacy
- Pricing
- Medical receptionist
- Filing
- Communication skills
- Restaurant experience
- Typing
- Clerical experience
- Dermabrasion
- Hospital Experience
- Microsoft Word
- Manufacturing
- Quality Assurance
- Administrative experience
- Leadership
- Eyelash Extensions
- Childcare
- Technical support
- Cataloging
- Help desk
- Microsoft Outlook
- Upselling
- Records management
- Computer Networking
- Data collection
- Medical office experience
- Body Waxing
- Deep tissue massage
- Retail sales
- QuickBooks
- English
- Workday
- Business Consulting
- Public relations
- Customer relationship management
- Phone etiquette
- Google Docs
- Caregiving
- Telemarketing
- Customer service
- Nail Care
- Microsoft Access
- Analysis skills
- Computer knowledge
- Customer support
- Computer skills
- Operating systems
- Microsoft Office
- Order entry
- Makeup Application
- Outbound sales
- Data analysis
- HIPAA compliance
- CRM software
- Process improvement
- Relationship management
Certification
- Driver's License, 05/20, 09/28, Regular driver's license.
- Food Handler Certification
Timeline
Business Consultant
Tele Direct Call Center
05.2022 - Current
Verification Specialist
Verisys
11.2021 - 01.2022
Cashier/Customer Service
Fuel hub
09.2019 - 08.2021
Stay at Home Grandmother
12.2013 - 06.2020
Warehouse Worker
Young Living Essential Oils
08.2012 - 07.2016
Quality Control Inspector
Young Living Essential Oils
08.2012 - 07.2016
Customer Service Representative
Young Living Essential Oils
08.2012 - 07.2016
Customer Service Representative (CSR)
Comcast Cable and Xfinity Internet
02.2010 - 12.2012
Explosives production
Ensign and Bickford
03.1994 - 06.2000
Esthetics -
Renaissance Academy
Nursing - Some college
Utah Valley University
General Studies - Diploma
Spanish Fork High School