Brandy Dash
Philadelphia,PA
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
Work History
Resolution Specialist
Medical Guardian
03.2024 - Current
- Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
- Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
- Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
- Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
- Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
Customer Service Representative
Medical Guardian/Medscope
01.2023 - 03.2024
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Customer Service Representative
GoPuff
11.2018 - 10.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Provided information regarding charge accounts and loyalty programs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Sales Associate
Five Below
09.2016 - 12.2018
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Provided positive first impressions to welcome existing, new and potential customers.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions regarding sizing, accessories and proper care for merchandise.
- Engaged with customers to effectively build rapport and lasting relationships.
- Solved customer challenges by offering relevant products and services.
- Increased sales by offering advice on purchases and promoting additional products.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Trained and developed new hires in company processes, product knowledge, customer service and selling techniques.
Customer Service Desk Cashier
Walmart
04.2015 - 12.2017
- Maintained customer satisfaction with quick and professional handling of product returns.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Counted money in drawers at beginning and end of each shift.
- Handled approximately daily credit and cash transactions for customers with accuracy and speed.
- Enabled customers to feel welcomed, important and appreciated by answering questions about products sold throughout store.
- Completed file maintenance log for price discrepancies.
- Demonstrated product features, answered questions, and redirected objections to highlight positive aspects.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Operated cash register to record transactions accurately and efficiently.
Team Member/Shift Leader
Sherries Daughters
01.2013 - 08.2017
- Trained new employees and delegated daily tasks and responsibilities.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Enforced company policies and regulations with employees.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Monitored employee actions for adherence to safety procedures.
Customer Service Desk Associate
Pathmark
05.2012 - 09.2015
- Maintained customer satisfaction with quick and professional handling of product returns.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted available products and services to customers during service, account management and order calls.
- Investigated and resolved customer inquiries and complaints quickly.
Education
Medical Billing Coding/Medical Office Assistant
Penn Foster Career School
Scranton, PAHigh School Diploma -
Agora Cyber Charter
King Of Prussia, PA06.2015
Skills
- Call Documentation
- Issue and Complaint Resolution
- Customer Retention Strategies
- Order and Refund Processing
- Building Customer Trust and Loyalty
- Upbeat and Positive Personality
- Courteous with Strong Service Mindset
- Customer Data Confidentiality
- Upselling Products and Services
- Understanding Customer Needs
- Responding to Difficult Customers
- Calm and Professional Under Pressure
- Efficient and Detail-Oriented
Timeline
Resolution Specialist
Medical Guardian
03.2024 - Current
Customer Service Representative
Medical Guardian/Medscope
01.2023 - 03.2024
Customer Service Representative
GoPuff
11.2018 - 10.2022
Sales Associate
Five Below
09.2016 - 12.2018
Customer Service Desk Cashier
Walmart
04.2015 - 12.2017
Team Member/Shift Leader
Sherries Daughters
01.2013 - 08.2017
Customer Service Desk Associate
Pathmark
05.2012 - 09.2015
Medical Billing Coding/Medical Office Assistant
Penn Foster Career School
High School Diploma -
Agora Cyber Charter
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