Brandon Mason
Jacksonville,NC
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
15
15
years of professional experience
Work History
Customer Service Rep
Concentrix
02.2015 - Current
- Managed caller support for various campaigns over ten years. Delivered technical assistance for DirecTV via phone and chat, contributing to customer retention initiatives. Currently oversee level one and level two support for Blue Cross and Blue Shield NC, enhancing project outcomes. Facilitated training programs for new agents, leading discussions and debriefs to improve team performance.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer inquiries through multiple communication channels to enhance satisfaction and loyalty.
Assistant General Manager
Papa Johns
11.2010 - 01.2015
- Responsible for running shifts, opening and closing store. Doing inventory and ordering supplies. Training new employees.
Education
High School Diploma - General Studies
Southwest High School
Jacksonville, NC06-2010
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Follow-up skills
- De-escalation techniques
- Professional telephone demeanor
Timeline
Customer Service Rep
Concentrix
02.2015 - Current
Assistant General Manager
Papa Johns
11.2010 - 01.2015
High School Diploma - General Studies
Southwest High School