BRANDY BYRD
Greenville,SC
Summary
Results-driven professional prepared for role with solid track record in client support and coaching. Known for fostering collaborative team environments and consistently achieving client goals. Highly adaptable, with key skills in active listening and conflict resolution, aligning with organizational objectives. Developed skills in client support and communication within collaborative environment, now looking to transition into new field. Expertise in conflict resolution and problem-solving translates well to diverse roles. Committed to leveraging these transferrable skills to make positive impact in new industry.
Overview
8
8
years of professional experience
Work History
Quality Support Coach
Majorel
Greenville,SC
10.2020 - 05.2022
- -Evaluate calls for the met KPIs and QA scores.
- -Coach agents on quality standards, while providing structured evaluation for feed-back an fostering improvement-focused culture.
- -Providing agents with the key components of mentorship and people focus, strength-based coaching, process improvements to ensure quality standards are integrated into the work flow.
Mid-Stage/Late-Stage Collections Agent
Global Lending Services
Greenville, SC
08.2021 - 10.2021
- -Conduct outbound calls made to customers who are delinquent on past due auto financing payment 30- 90 day behind.
- -Setting up possible extensions and commitments and scheduling bill payment via billing system.
- Deescalating customer and prevent repossession on the customer credit and providing empathy and problem solving to keep the customer from re-escalating and falling further behind on payments.
- Skip searching customer information and gaining viable contacts from references listed for the customer.
Customer Service Agent
Modivcare ( Formally Known as LogistiCare)
Greenville, SC
06.2021 - 08.2021
- Temporary position with transportation:
- -Scheduled Medical appointments for medicare and medicaid clients, while setting up legs for arrival and departure for necessary appointment times.
- -Reaching out to transportation providers for arrival times, missed rides and identifying complaints and submitting form for review and notating the interaction on customers accounts.
- -Taking escalate calls from customers regarding escalated trips.
Technical Support Agent
Majorel
06.2020 - 06.2021
- -Answering inbound calls for the client of Apple for electronics: such as mobile iPhones, wearables, iPads, desktops and laptops.
- -Conducting troubleshooting steps provided by knowledge base articles for various issues such as account and device lock outs, lost storage or data, lost and damaged devices, scheduling walk-ins to the nearest Apple support stores for services, and educating the consumer on the products and recommended policies and procedures.
- -Providing assistance to customers to set up accounts and emails.
- -Advising chat support with customers and notating customer accounts for next possible interactions.
CSR/ Specialty Escalation Team
Alorica/Harte Hanks (Samsung)
Greenville,SC
03.2018 - Current
- Resolved customer inquiries and issues efficiently, enhancing overall satisfaction.
- Collaborated with team members to streamline support processes, reducing response times.
- Trained new staff on company policies and customer service protocols, fostering team development.
- Utilized CRM software to track customer interactions and provide tailored solutions.
- Analyzed customer feedback to identify trends and improve service delivery strategies.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Implemented process improvements that increased operational efficiency within the customer service department.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Participated in training programs to enhance product knowledge and customer service skills.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Leasing Consultant
InterSolutions
Greenville, SC
11.2024 - 03.2025
- Assisted in leasing properties by providing support to prospective tenants. Facilitated communication between property management and clients. Aided in maintaining property standards and tenant satisfaction.
- Conducted property tours and provided detailed information to prospective tenants.
- Assisted in lease negotiations, ensuring compliance with company policies.
- Utilized property management software to track applications and manage tenant records.
- Developed marketing strategies to enhance property visibility and attract new tenants.
- Resolved conflicts between tenants regarding noise, encroachments, and parking.
- Ensured compliance with fair housing laws, keeping detailed records of all tenant interactions and transactions.
- Greeted clients, showed apartments, and prepared leases.
- Assisted prospective tenants in paperwork completion and other logistics to facilitate smooth move-in processes.
- Analyzed rental applications for accuracy, ensuring timely processing and decision-making.
- Conducted market research to identify trends and adjust leasing strategies accordingly.
- Knowledge of Yardi software and similar Property Management Software.
Education
No Degree - Biology With The Concentration of Pre-health
Allen University
Columbia,SC01-2018
High School Diploma -
Greenville High School
06-2015
No Degree - Nursing
Greenville Technical College
Greenville, SC08-2016
Skills
- Collections
- Technical Support
- Leasing Agent
- Help Desk
- Scheduling Appointments
- Chat Agent
- Quality Coach
- Receptionist
- Leadership
- Communication
- Customer Service Skills
- Competitive
- Quick Learner
- Deescalating
- Empathy
- Goal oriented
Timeline
Leasing Consultant
InterSolutions
11.2024 - 03.2025
Mid-Stage/Late-Stage Collections Agent
Global Lending Services
08.2021 - 10.2021
Customer Service Agent
Modivcare ( Formally Known as LogistiCare)
06.2021 - 08.2021
Quality Support Coach
Majorel
10.2020 - 05.2022
Technical Support Agent
Majorel
06.2020 - 06.2021
CSR/ Specialty Escalation Team
Alorica/Harte Hanks (Samsung)
03.2018 - Current
No Degree - Biology With The Concentration of Pre-health
Allen University
High School Diploma -
Greenville High School
No Degree - Nursing
Greenville Technical College