Brandy Flemings
Spring,TX
Summary
Experienced Call Center Manager with 10+ years of expertise in customer service and team leadership. Proven ability to manage high-performing teams, enhance customer satisfaction, and exceed performance metrics. Skilled in quality assurance, staff development, and operational efficiency within call center environments. Seeking to contribute experience to a dynamic organization.
Overview
12
12
years of professional experience
Work History
Quality Assurance Supervisor
Randstad USA
Ontario, CA
06.2021 - 09.2024
- Directed quality analysts team, guaranteeing operational excellence and KPI fulfillment in call center
- Ensured alignment with quality control standards through consistent review
- Implemented enhancement strategies for quality processes
- Enhance operational workflows among management and teams
- Conducted regular audits to ensure compliance with quality standards.
- Monitored production processes for efficiency and accuracy.
Tier 1 iOS Customer Support Manager
Kelly Services / Apple Inc.
Troy, MI
01.2017 - 08.2022
- Directed activities of 25 iOS advisors within an intensely dynamic call center setting
- Consistently exceeded Apple's performance expectations
- Fostered a positive work atmosphere contributing to team efficiency
- Resolved staff-related concerns through coaching
- Collaborated with cross-functional teams to stay updated on initiatives and technical matters
- Conducted performance reviews and weekly quality evaluations
- Monitored customer satisfaction levels through surveys and other methods of data collection.
- Conducted regular meetings with team members to discuss progress and areas for improvement.
AppleCare Technical Advisor Tier 1
Kelly Services / Apple Inc.
Troy, MI
04.2016 - 01.2017
- Provided expert assistance with troubleshooting iOS device issues in a call center setting
- Determined underlying issues and implemented thorough solutions.
- Fostered strong customer relationships by delivering outstanding support
- Exhibited professionalism during demanding circumstances
Customer Service Agent
Discovery Virtual Solutions
Katy, TX
11.2012 - 04.2016
- Handled order processing and provided product information over the telephone
- Ensured solutions were properly implemented
- Ensured high customer satisfaction via effective communication
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Provided product information to customers in a timely manner.
Education
Associate - Business Administration
Houston Community College
Houston, TX10-2027
Skills
- Leadership and Team Management
- Customer Service Operations
- Proficient in Customer Relations
- Quality Control Management
- Training and Development
- Performance Improvement Strategies
- Operational Efficiency
- Effective Communication Skills
- Analytical Problem-Solving
- Coaching Expertise
- Performance Metric Analysis
- Team Engagement Strategies
References
Available upon request.
Timeline
Quality Assurance Supervisor
Randstad USA
06.2021 - 09.2024
Tier 1 iOS Customer Support Manager
Kelly Services / Apple Inc.
01.2017 - 08.2022
AppleCare Technical Advisor Tier 1
Kelly Services / Apple Inc.
04.2016 - 01.2017
Customer Service Agent
Discovery Virtual Solutions
11.2012 - 04.2016
Associate - Business Administration
Houston Community College
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