Brandon Brown
Customer Service & Support
East Palo Alto,CA
Summary
Well-qualified Customer Support Specialist proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling payments.
Overview
15
15
years of professional experience
Work History
Print and Client Services Manager
Office Depot
East Palo Alto, CA
10.2019 - 11.2020
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Demonstrated high attention to detail, organization, and ability to manage multiple tasks and projects simultaneously.
- Maintained excellent communication, time management , and work quality standards when completing client projects, boosting customer satisfaction ratings from 89% to 94.5%.
Customer Support Representative
Uplift Inc
Menlo Park, CA
04.2018 - 05.2019
- Assisted in on going training of Tier 1 and Tier 2 client support representatives which allowed us to increase support coverage to 24/7.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
Support Specialist - Direct Channel
Sage Intacct, Inc
San Jose, CA
05.2017 - 01.2018
- Assisted clients with accounting related questions when using Intacct application.
- Responded to customer inquiries via live help (Chat), online Salesforce customer portal, and phone.
- Maintained Salesforce resolution case log with accuracy and efficiency.
- Used JIRA ticketing systems to manage and process support actions and engineering requests.
- Provided on-call support for critical client issues related to Sage Intacct Software.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
Customer Support Specialist
PayCertify
Los Gatos, CA
09.2016 - 03.2017
- Monitored merchant's processing activity by using multiple systems such as PayCertify Fraud Portal and Transaction Summary.
- Provided analysis and interpretation of customers' financial status for proper evaluation of risk and establishment of proper credit limits.
- Onboarded and trained new clients on PayCertify Gateway and Fraud Portal.
Customer Support Specialist
Bill.com (Adecco Staffing)
Palo Alto, CA
01.2016 - 06.2016
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Entered customer interaction details in Zendesk to track requests, document problems and record solutions offered.
- Maintained 95% success rate on first-call resolutions, escalating complex concerns to supervisors or field personnel to achieve necessary support.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
Customer Support Representative
Coin, Inc (Premier Staffing)
San Francisco, CA
07.2015 - 10.2015
- Provided direct support to Coin customers using Zendesk email support.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Activated accounts for clients interested interested in new services.
Customer Advocate
Zendesk
San Francisco, CA
04.2013 - 05.2014
- Managed client relationships, product adoption, account management, and issue resolve leading to increase overall customer satisfaction from 94.6% to 96%.
- Assisted in establishing Operational Benchmarking using satisfaction, efficiency, and, scale as key performance indicators.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Researched and resolved account and service problems with friendly, knowledgeable support.
Customer Support Analyst
Thismoment
San Francisco, CA
10.2011 - 01.2013
- Provided support using Zendesk Support Software.
- Partnered with internal departments to identify, diagnose, and address implementation issues and site bugs.
- Directed program evolution through risk and optimization assessments.
Retention Specialist
Sprint
Hampton, VA
04.2011 - 10.2011
- Met and exceeded company One-Call Resolution & Issue Resolve Metrics maintaining a 97% average.
- Resolved general issues for customers in efforts to retain service/relationship with Sprint.
Customer Care/Support Representative
Time Warner Cable
Morrisville, NC
05.2010 - 12.2010
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
Restaurant Shift Manager
McDonald's
Norfolk, VA
01.2007 - 07.2010
- Oversaw overall CSAT, Restaurant, Systems, Labor, and Cash Management.
- Monitored food handling, safety and adherence with uniform requirements, including clothing, non-skid shoes and hair nets.
- Kept employees operating productively and working on task to meet business and customer needs.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Skills
LiveChat Support
Interpersonal Skills
CRM
Email Correspondence
Time Tracking
Task Management
Proficient in MS Office
Communication Skill
Negotiation
Omni-channel support
Timeline
Print and Client Services Manager
Office Depot
10.2019 - 11.2020
Customer Support Representative
Uplift Inc
04.2018 - 05.2019
Support Specialist - Direct Channel
Sage Intacct, Inc
05.2017 - 01.2018
Customer Support Specialist
PayCertify
09.2016 - 03.2017
Customer Support Specialist
Bill.com (Adecco Staffing)
01.2016 - 06.2016
Customer Support Representative
Coin, Inc (Premier Staffing)
07.2015 - 10.2015
Customer Advocate
Zendesk
04.2013 - 05.2014
Customer Support Analyst
Thismoment
10.2011 - 01.2013
Retention Specialist
Sprint
04.2011 - 10.2011
Customer Care/Support Representative
Time Warner Cable
05.2010 - 12.2010
Restaurant Shift Manager
McDonald's
01.2007 - 07.2010