Brandy McCale
Greenville,SC
Summary
Dynamic professional offering a solid customer service background, diligent attention to detail, and a hardworking nature. Energetic, focused, and experienced in coaching and mentoring new employees in service delivery, telephone etiquette, and troubleshooting. Well-versed in sales, service, and conflict resolution. Dynamic professional offering solid customer service background, diligent attention to detail and hardworking nature. Energetic, focused and experienced coaching and mentoring new employees in service delivery, telephone etiquette and troubleshooting. Well-versed in sales, service and conflict resolution.
Overview
21
21
years of professional experience
Work History
Dispatch Customer Service Lead
Morley
Greenville, SC
01.2018 - 10.2024
- Assessed route efficiency and operational status of field units.
- Supplied field units with necessary data on customer needs, travel routes, traffic updates, and service prerequisites.
- Enter data in the CRM (computer system), and maintain logs and records of calls, activities, and other information.
- Worked closely with other departments such as sales, marketing and IT teams to ensure smooth delivery of services.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Provided top quality control and eliminated downtime to maximize revenue.
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
- Fielded incoming calls, answered questions and transferred calls internally.
- Analyzed dispatch data to identify trends, improve processes, and increase overall efficiency.
- Assisted with hiring qualified candidates for open dispatcher positions.
Inside Sales/ Customer Service Rep
Spectrum
Simpsonville, SC
01.2014 - 12.2018
- Upselling products and services.
- Negotiating service prices to fit clients' needs.
- Enter data correctly into Salesforce to track calls and sales information.
- Answered customer inquiries and provided accurate information regarding products and services.
- Resolved customer complaints promptly and efficiently.
- Surpassed sales goals through implementation of successful marketing strategies.
- Collected deposits or payments and arranged for billing.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Receive payments via electronic check, bank account, or credit/debit cards.
- Research and answer all billing and account questions.
- Maintained a high level of professionalism when dealing with difficult customers.
- Identified opportunities for upselling additional products or services based on customer needs.
- Updated system with order specifics and customer details, preferences, and billing information.
Administrative Assistant
Kriegel & Associates
Easley, SC
01.2012 - 12.2014
- Managed office supplies inventory and placed orders when necessary.
- Handled incoming and outgoing correspondence, including email, mail, and package deliveries, ensuring timely distribution.
- Composed, edited and typed complex memos and reports with job-related software.
- Executed on-time, under-budget projects by solving complex issues for senior leadership.
- Coordinated catering services for various functions, including sales trainings and department meetings.
- Created travel arrangements and distributed travel details to appropriate personnel.
- Pleasantly welcomed visitors, answered phone calls, and maintained front reception desk.
- Developed and implemented filing systems, both digital and physical, improving document organization and retrieval efficiency.
- Created spreadsheets in Microsoft Excel for record-keeping and reporting.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Ensured efficient operation of office equipment such as printers, copiers and fax machines.
- Used voice recorder or notepad to compose and transcribe meeting minutes.
- Updated system to organize office documentation, maximizing efficiency and increasing productivity.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Utilized various software and tools to streamline processes and optimize performance.
- Scheduled appointments, optimizing patient satisfaction, provider time and treatment room utilization.
- Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files.
- Completed relevant insurance and other claim forms.
- Interviewed patients to complete case histories and intake forms.
- Transcribed recorded practitioners' diagnoses and recommendations into medical records.
- Informed patients of financial responsibilities prior to rendering services.
- Communicated with patients with compassion while keeping medical information private.
- Adhered to HIPAA requirements to safeguard patient confidentiality.
Office Manager
Lil T's Transmissions
Seneca, SC
01.2004 - 12.2014
- Evaluated individual and team business performance and identified opportunities for improvement.
- Created and managed budgets for travel, training, and team-building activities.
- Organized company events including holiday parties, team building activities .
- Monitored inventory levels and placed orders when needed.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Maintained filing system for records, correspondence and other documents.
- Tracked invoices and payments to ensure accuracy of accounts receivable and payable information.
- Elevated customer satisfaction ratings by promptly resolving client and case issues.
- Assisted in recruiting, onboarding and training new employees.
- Analyzed data from various sources to identify trends and make recommendations for improvement.
- Assisted with the preparation of budgets, forecasts and financial statements.
- Performed general bookkeeping duties such as reconciling bank statements and creating journal entries.
- Coordinated meetings, conferences, travel arrangements and department activities.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Managed office budget to handle inventory, postage and vendor services.
- Sustained office efficiency by implementing and planning office systems, equipment procurement and layouts.
- Monitored payments due from clients and promptly contacted clients with past due payments.
- Negotiated contracts with vendors, securing favorable terms and cost savings.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
Education
B.A. - Business Management
University of Phoenix
12.2017
A.A. - Business Administration
Tri County Technical College
12.2013
Skills
- Negotiation
- Recruiting
- SAP
- Generating reports
- Customer service
- Accounts Payable
- Inside sales
- Sales Force
- Problem Solving/ Team Work
- CRM Applications
- Account Reconciliation
- Record Keeping
- QuickBooks
- Budgeting
- Data Entry
- Workers' Compensation
- Microsoft Suite Applications
- Office Management
- Sales
- Research and analysis
- Staffing oversight
- Email etiquette
- Department operations
- Inventory control
- Call center
- Interpersonal communications
- Interdepartmental communication
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Affiliations
- Volunteer at Local Animal Shelter
References
References available upon request.
Timeline
Dispatch Customer Service Lead
Morley
01.2018 - 10.2024
Inside Sales/ Customer Service Rep
Spectrum
01.2014 - 12.2018
Administrative Assistant
Kriegel & Associates
01.2012 - 12.2014
Office Manager
Lil T's Transmissions
01.2004 - 12.2014
B.A. - Business Management
University of Phoenix
A.A. - Business Administration
Tri County Technical College
Similar Profiles
Kathy KumarKathy Kumar
CSR at MorleyCSR at Morley
Janet JonesJanet Jones
QUALITY ASSESSOR/BLUE CROSS QUALITY CONTROL at MorleyQUALITY ASSESSOR/BLUE CROSS QUALITY CONTROL at Morley
Domincia A. AllenDomincia A. Allen
Operations Manager, BCBS at MorleyOperations Manager, BCBS at Morley