Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Personal Information
Hobbies and Interests
Certification
Timeline
Generic

Brandon Irwin

Rosenberg

Summary

Diligent Customer Service Manager with proven ability to handle complex customer inquiries and resolve issues efficiently. Known for delivering high-quality service and fostering customer loyalty through personalized support. Demonstrated expertise in addressing customers needs and building relations with clients.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Sr. Customer Service Representative

Conduent
01.2023 - Current
  • Established strong relationships with clients, promoting trust and loyalty in our brand.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Maintain comprehensive documentation through ticketing systems while managing high-volume customer interactions and coordinating with engineering teams.
  • Drive customer satisfaction through swift issue resolution, utilizing deep technical expertise and effective multi-system navigation.
  • Lead technical troubleshooting for complex iOS and MacOS issues while mentoring L1 advisors, implementing systematic problem-solving approaches and documenting solutions.

Computer Service Support

CSM
01.2022 - 01.2023
  • Secured the trust between CSM and our clients by providing quality computer products, and ensuring support when needed.
  • Documented customer suggestions and feedback, improving company policies and procedures in response.
  • Delivered personalized technical support and maintenance services, resolving hardware and software issues while maintaining strong client relationships.
  • Set up printers and fax machines as a service for clients. Streamlined desktop support through hardware and software troubleshooting and diagnostics.
  • Managed electronic inventory system using Microsoft Office suite, ensuring accurate tracking and timely procurement of computer components.

Education

Master of Arts - Business Administration

Wharton County Junior College
Sugar Land, TX
05-2027

High School Diploma -

Alta Loma High School
Rancho Cucamonga, CA
05.2021

Skills

  • Customer Support
  • Refund and Purchase Processing
  • Identifying Charges
  • Complaint Resolution
  • Quality Assurance
  • Payment Processing
  • Representative Training
  • Email Management
  • Returns and Exchanges
  • Understanding Customer's Needs
  • Issue and Complaint Resolution
  • Teamwork and Collaboration
  • Computer Skills
  • Call Documentation
  • Microsoft Office Tools
  • Customer Account Management

Accomplishments

  • Achieved the role of Level 4 Support Advisor through various training programs offered after excelling in previous levels of support.
  • Gained the opportunity to mentor Tier 1 advisors and answering questions they would have to provide the customer with the best experience.
  • Maintained metrics at my current job that would have me ranked within the top 10% of advisors.
  • Retained customer loyalty with various customers by personally taking over complex and long-standing cases to provide resolutions to the customer's needs as swiftly as possible.

Personal Information

Title: Senior Technical Advisor

Hobbies and Interests

I love to go fishing, my favorite pastime is to go down to Galveston and go surf fishing with my friends and family. But I also have just as much fun going freshwater fishing within the lakes and ponds that are close to me.

Certification

Google IT Support Certification - 7/14/2023

Timeline

Sr. Customer Service Representative

Conduent
01.2023 - Current

Computer Service Support

CSM
01.2022 - 01.2023

High School Diploma -

Alta Loma High School

Master of Arts - Business Administration

Wharton County Junior College

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