Brandy Dones
Houston,TX
Summary
To contribute experience, education and skills through creativity, initiative, planning and leadership to advance both the public and private issues of an organization dedicated to teamwork and the fulfillment of business needs.
Overview
13
13
years of professional experience
Work History
Customer Service Agent - Vehicle Health Alert
Percepta LLC
09.2021 - Current
- Provide resolution and/or next steps to dealer-generated financial assistance cases using available resources to determine the appropriate actions
- Written communication is professional and grammatically correct within GCCT case notes and dealer portal messages
- Understand use of technology applications such as knowledge base and GCCT; as well as, standard response templates and Ford Loyalty guidelines
- Ensure all decisions and/or next steps are properly documented in GCCT to allow for an accurate historical view of customer contacts with the Ford Customer Relationship Center (CRC)
- Attend team meetings, focus groups, and training sessions as scheduled
- Identify and relay to Supervisor areas for improvement within the Fast Path case handling process.
- Responded to customer calls and emails to answer questions about products and services.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Addressed customer account discrepancies and concerns.
- Communicated with clients regarding account services, statements, and balances.
- Adapted to new applications and maintained knowledge of current technologies.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Contacted customers to return routine and general calls promptly.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Project Coordinator / Administrative Assistant (CP Department)
Daily Thermetrics
11.2012 - 06.2019
- Processed RFQ inquires, Purchase Orders (20-40 monthly) for Oil and Gas Companies
- Performed general clerical work including but not limited to photocopying, filing, faxing and record keeping for CP department
- Communicated with customers via phone or email throughout the day
- Responded to all phone calls and emails timely to assist with client concerns
- Completed forms in accordance with company procedures
- Reviewed drawings and made minor changes VIA AutoCAD
- Created packing slips, MTR's, BOL's, and handled shipping documents
- Worked directly under Manger of CP department and Divisional Manager
- Maintained office supplies by checking inventory and ordered items
- Filled out QA's, Inspection test plans, NDE, and other quality documents.
Assistant Manager
Avenue Retail Store
08.2010 - 11.2012
- Oversee 5-10 employees
- Met or exceeded Daily, weekly, and monthly quotas
- Weekly Payroll
- Managed the sales team to make sure customers are helped in a timely matter
- Conduct sales and inventory management
- Managed net revenue at store level
- Assisted with recruiting, training, and development
- Inspire and encourage employees to ensure high level of morale.
Education
High School Diploma -
Hastings High School
Houston, TX05.2007
Skills
- Multi-Tasking
- Strong verbal and written communication
- Customer Service oriented
- Clerical Duties
- Attention to Detail
- Proficient in Microsoft office, Adobe PDF, and Outlook, Syteline, Peoplesoft, QuickBooks, AutoCAD, and GCCT
- Some College Courses at Dillard University
- Case Management
- Documentation and Reporting
- Customer Relations
- Call Center Experience
- Computer Literacy
- Live Chat Support
- Scheduling
Timeline
Customer Service Agent - Vehicle Health Alert
Percepta LLC
09.2021 - Current
Project Coordinator / Administrative Assistant (CP Department)
Daily Thermetrics
11.2012 - 06.2019
Assistant Manager
Avenue Retail Store
08.2010 - 11.2012
High School Diploma -
Hastings High School
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