Brandy Mapp
Staten Island,NY
Summary
Dedicated and customer-focused professional seeking to leverage expertise in customer service and technical support in a remote, fast-paced environment. Adept at troubleshooting, resolving complex issues, and ensuring customer satisfaction.
Overview
4
4
years of professional experience
Work History
Customer Support Representative
AV Staffing Solutions - Remote
Staten Island, NY
08.2024 - 02.2025
- Managing incoming support requests via multiple channels related to software functionality, troubleshooting, and system usage.
- Resolve customer issues through thorough research, replication, and testing efforts, working closely with higher-tier support teams when necessary.
- Monitor open cases to ensure timely resolution, achieving daily and weekly performance goals related to case resolution and customer satisfaction.
- Maintain accurate case records in the CRM system, documenting detailed steps and solutions for future reference and follow-up.
- Act as a customer advocate, providing valuable feedback to engineering and product teams to improve platform functionality.
- Handle sensitive customer data securely and ensure compliance with best practices for data privacy.
- Participate in urgent production issue resolution, ensuring minimal disruption to customer operations.
Customer Service Representative
AmerCareRoyal - Remote
Staten Island, NY
03.2021 - 07.2024
- Fielded and responded to inbound phone calls, chats, and emails from customers, addressing inquiries and resolving issues in a timely manner.
- Provided guidance on the use of products and services, ensuring clients understood key features and best practices.
- Documented customer interactions and technical issues in Salesforce to ensure accurate records were maintained for future reference.
- Collaborated with team members to identify areas for continuous improvement in customer service and product understanding.
- Developed strong communication skills, explaining technical concepts clearly to non-technical customers.
Education
High School Diploma -
Curtis High School
Staten Island, NY06-2020
Skills
- Customer Support & Service
- Technical Troubleshooting & Problem-Solving
- Communication & Interpersonal Skills
- Microsoft Windows & Microsoft Office Suite
- CRM Software - Salesforce, Zendesk
- Attention to Detail & Documentation
- Adaptability & Fast-Paced Work Environment
- Team Collaboration & Support
Timeline
Customer Support Representative
AV Staffing Solutions - Remote
08.2024 - 02.2025
Customer Service Representative
AmerCareRoyal - Remote
03.2021 - 07.2024
High School Diploma -
Curtis High School
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