Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Hi, I’m
Brandy Graham
Gladewater,TEXAS
Summary
Overview
29
years of professional experience
Work History
Continuum Global Solutions
Customer Service Representative
07.2020 - Current
Job overview
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor only if I couldn't resolve the issue.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Add value to calls by upselling products and services.
- Troubleshooting technical issues for customers.
- Setup autopay or take payments for bills, invoices, orders, etc.
- Make sure customer has access to online account and app and able to login successfully to fully access self serve options, entire account, billing and payment methods.
- Placed orders for devices and services.
- Answered any billing inquiries and only issued credits if absolutely needed and approved by supervisor.
- Constantly studying services, promos, updates to be proactive and up to date on information I am giving to customers.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
FMA Alliance
Collections Representative
02.2000 - 07.2023
Job overview
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated to collect balance in full.
- Achieved performance goals on consistent basis.
- Resolved challenging situations with friendly but firm strategies.
- Worked with Refinance companies and colleages to sometimes get customers refinanced on home or auto loans to free up money to pay creditors.
- Processed payments and applied to customer balances.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Processed payments and contracts on accounts.
- Maintained high volume of calls and met demands of busy and productive group.
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Handled @50 outbound and inbound calls daily with goal of collecting owed debt.
- Used probing techniques to determine debtors' reasons for delinquency.
- Counseled debtors on payment options and arranged installment agreements.
- Used skip tracing resources to locate debtors and updated information in company system.
- Researched accounts and completed due diligence to resolve collection problems.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Used skip tracing and other techniques to locate debtors.
- Assisted in implementing procedures and policies to facilitate timely payments.
- Registered information of customers on database, collecting credit history, financial statements and personal details to preserve accurate records.
Comfort Inn & Suites
Front Desk Receptionist
02.2012 - 12.2014
Job overview
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Collected room deposits, fees, and payments.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Completed data entry and filing to keep records updated for easy retrieval.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Entered and updated sensitive customer information during check-ins and room changes.
- Trained new team members on company procedures, customer service and issue resolution.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Sorted and delivered mail and packages upon arrival to correct staff members and departments.
- Resolved customer problems and complaints.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Handled assignments independently with good judgement and critical thinking skills.
- Collected [Type] payments, processed transactions and updated relevant records.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Scheduled office meetings and client appointments for staff teams.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Made daily deposits and cash drops.
- Got teal ready for incoming staff.
- Handled vendor invoices including filing and paying vendors,
- Checked rooms when housekeeping was done to make sure they were up to standard.
- Making sure staff had supplies from supply closet and everything was completely stocked.
- Printing out daily rooms for housekeeping.
Motel 6
Front Desk Receptionist
04.2004 - 10.2008
Job overview
- Was training for General Manager to live on property and had a difficult pregnancy and had to quit.
- Scheduling employee schedules, including front desk and house keeping.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Collected room deposits, fees, and payments.
- Completed data entry and filing to keep records updated for easy retrieval.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Completed all tasks in compliance with company policies and procedures.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Entered and updated sensitive customer information during check-ins and room changes.
- Trained new team members on company procedures, customer service and issue resolution.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Sorted and delivered mail and packages upon arrival to correct staff members and departments.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Resolved customer problems and complaints.
- Confirmed appointments, communicated with clients, and updated client records.
- Organized, maintained and updated information in computer databases.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Handled assignments independently with good judgement and critical thinking skills.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Collected [Type] payments, processed transactions and updated relevant records.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Routed incoming mail and messages to relevant personnel without delay.
- Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Sorted, received, and distributed mail correspondence between departments and personnel.
- Monitored and screened visitors to verify accessibility to inter-office personnel.
- Helped office staff prepare reports and presentations for internal or client-related use.
- Scheduled office meetings and client appointments for staff teams.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Made early morning or nightly deposits to bank depending on money amount.
- Book keeping of vending records and invoices, making sure invoices are filed correctly and paid.
- Writing out checks to be signed by GM for vendors.
- Preparing teal for next agent coming in.
- Ordering supplies weekly and as needed.
- Using petty cash to purchase items that may have been needed ASAP, emergency situations needed for hotel and filing receipts.
- Planning employee perks such as lunches on the company for job well done, etc.
Strategic Communication Solutions
Telemarketing Sales Representative
05.1999 - 08.2000
Job overview
- Answered inbound telephone calls from interested customers to persuasively discuss offerings.
- Answered questions about company offerings with knowledgeable responses about products and services.
- Completed daily cold calling and outreach to build sales pipeline.
- Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
- Recorded contact information of customers and potential customers in internal database.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Answered calls, took messages, and transferred calls to correct individuals.
- Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
- Completed daily and weekly sales reporting using assigned tools.
- Recorded and updated customer information in online systems.
- Delivered scripted sales pitch to potential customers, adjusting pitch to meet needs of specific individuals and businesses.
- Conducted database research to identify potential leads and determine contact information.
- Called prospective customers in designated market area to qualify leads.
- Overcame objections using friendly, persuasive strategies.
- Generated leads and established relationships with potential customers through outbound telephone calls.
- Educated customers on product and service benefits, explaining features and answering questions.
- Asked relevant questions to assist customers with selecting needed or requested products and services.
- Provided information about available products and services, membership details, and purchase advantages.
- Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
Vinyards IGA
Cashier
03.1994 - 05.1999
Job overview
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- MAde cash drops as needed.
- Kept workspace clean and organized.
- Helped with some office duties including check cashing and checking in vendors.
- Stocked front area.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Was in charge of Beauty and Pharmaceutical isle including ordering.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Performed cash, card and check transactions to complete customer purchases.
- Stocked, tagged and displayed merchandise as required.
Education
Gladewater High SchoolGladewater, TX
High School Diploma
05.1997
University Overview
Skills
- Research
- Store Maintenance
- Shipping Procedures Understanding
- Investigate Claims
- Receiving Support
- McAfee
- Technical Support
- Microsoft Outlook
- Customer Data Confidentiality
- Process Transactions
- Order Fulfillment
- Money Handling Abilities
- Problem-Solving Ability
- Document and Records Management
- Citrix
- Customer Relations
- Credit Card Payment Processing
- Microsoft Word
- Account Management
- Speaking
- Order Processing
- Microsoft Windows
- Active Listening
- Sales and Upselling
- Product Promotion
- Professional Telephone Demeanor
- Order and Refund Processing
- Refund Processing
Timeline
Customer Service Representative
Continuum Global Solutions
07.2020 - Current
Front Desk Receptionist
Comfort Inn & Suites
02.2012 - 12.2014
Front Desk Receptionist
Motel 6
04.2004 - 10.2008
Collections Representative
FMA Alliance
02.2000 - 07.2023
Telemarketing Sales Representative
Strategic Communication Solutions
05.1999 - 08.2000
Cashier
Vinyards IGA
03.1994 - 05.1999
Gladewater High School
High School Diploma
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