Brandy Emery
Jacksonville,FL
Summary
Thorough Member Services Representative recognized for applying communication strengths and upselling techniques to boost sales. Hardworking professional offering 18 years of experience rendering support and services to membership-based clients. Versed in investigating complaints and concerns, quickly processing orders and cross-selling products.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Communication Escalation Manager
SoFi
Jacksonville, FL
06.2024 - Current
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provide support to my teammates when needed.
- Complete compliance trainings and all other tasks on time.
- Adapts to change
Member Service Representative
SoFi
Jacksonville, FL
08.2023 - 05.2024
- Provided support to members regarding account inquiries, processing transactions, and resolving issues.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Presented and explained services and products to meet member needs.
- Greeted customers in a friendly and professional manner.
- Monitored compliance with organizational security protocols when interacting with members.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
Account Manager, Inside Sales
AT&T
Jacksonville, FL
02.2022 - 04.2023
- Generated leads through cold calling activities.
- Monitored industry trends and made recommendations for changes in strategy accordingly.
- Greeted and assisted customers to foster positive experiences.
- Sourced new opportunities to introduce products and services to potential customers.
- Developed successful customer relationships and quickly resolved service requests to increase sales.
- Provided technical support to customers when needed.
- Identified customer needs by asking questions and advising on best solutions.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Maintained accurate records of all customer interactions in the CRM system.
- De-escalated customer interactions by providing alternative tactics to solving problems and satisfying customer needs.
- Resolved customer complaints in a timely manner.
Kiosk Manager
Wireless Advocates
Winchester, VA
11.2005 - 07.2021
- Evaluated existing operations and implemented process improvements as needed.
- Designed and constructed visually appealing displays to attract additional customers.
- Prepared staff work schedules and assigned team members to specific duties.
- Trained staff to have extensive product knowledge and upselling skills.
- Managed sales team to maximize sales revenue and exceed corporate goals.
- Established high standards for professionalism and customer service and communicated expectations with employees.
- Fostered positive working relationships with business leaders, vendors and customers.
- Resolved customer inquiries in a timely manner.
- Developed and administered customer service and product training sessions for new employees.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Managed scheduling for all staff members assigned to the kiosks team.
- Developed strategies to increase sales volume at each kiosk location.
- Assisted customers with product selection, payment processing, and troubleshooting issues.
- Investigated any reported incidents or complaints from customers related to their experience at the kiosks.
- Cultivated loyal customer base by providing excellent customer service.
Education
Cybersecurity
Kenzie Acadamy
04-2024
Associate of Science - Business Administration And Management
Shenandoah University
Winchester, VASkills
- Customer Service
- Service Recommendations
- Account Management
- Product Recommendations
- De-Escalation Techniques
- Computer Skills
- Customer Relationship Management (CRM)
- Employee Coaching
- Sales and Upselling
- Inbound Call Management
- Salesforce CRM
- Teamwork and Collaboration
- Understanding Customer Needs
- Call Center Operations
Certification
- Cybersecurity certificates-graduate April 2023
Timeline
Communication Escalation Manager
SoFi
06.2024 - Current
Member Service Representative
SoFi
08.2023 - 05.2024
Account Manager, Inside Sales
AT&T
02.2022 - 04.2023
Kiosk Manager
Wireless Advocates
11.2005 - 07.2021
Cybersecurity
Kenzie Acadamy
Associate of Science - Business Administration And Management
Shenandoah University
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