Summary
Overview
Work History
Education
Skills
Certification
Languages
Awards
Timeline
Generic
Brandy Schofield

Brandy Schofield

Bay City,TX

Summary

I am a Prior Air Force Reservist/Active Duty with extensive experience in management, office, secretarial skills and experience, 8+ years. I am a graduate of the Art Institute of Houston (Sept 2013) with a BA in Culinary Management. Completed Masters with GCU in secondary education with emphasis in Humanities. I believe that I would be a great fit for a lot of positions but as an overall team player. I have the multitasking skills, supervisory skills, teamwork capabilities and support, leadership knowledge and skill along with several other great qualifications.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Senior Customer Experience Specialist

U.S. Bank
01.2023 - Current
  • Ensure the delivery of exceptional service while addressing complex inquiries and resolving escalated issues. Managing customer interactions across multiple channels and collaborating with internal departments to provide comprehensive solutions.
  • Resolve high-level escalations involving fraud, technical issues, and regulatory concerns by leveraging product knowledge and negotiation skills.
  • Train and mentor team members on problem-solving, time management, and customer engagement techniques.
  • Implement best practices to streamline customer support processes and enhance customer satisfaction.
  • Collaborated with cross-functional teams to implement solutions addressing customer needs and expectations.
  • Analyzed customer feedback to identify trends, driving improvements in service delivery processes.
  • Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
  • Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty.
  • Enhanced customer satisfaction through proactive issue resolution and effective communication strategies.
  • Developed training/supporting materials for new hires to improve onboarding efficiency and knowledge retention.
  • Working on side projects like that of Bill Pay Cancellation tickets alongside the offline team.

Independent Consultant/Distributor

Pure Romance by Brandy Schofield
03.2018 - Current
  • Built a personal business through high-quality customer service, product education, and relationship management. Consistently achieved sales goals through personalized service and marketing strategies.
  • Established long-term client relationships, delivering outstanding customer service through product recommendations and tailored solutions.
  • Developed and executed marketing plans to increase customer engagement and grow sales.
  • 7 years 2 months
  • Led cross-functional teams to streamline project delivery and enhance client satisfaction.

Prepaid Customer Service Representative

U.S. Bank
08.2022 - 01.2023
  • Managed prepaid customer accounts and provided first-contact resolution for billing, card management, and payment issues. Developed a deep understanding of U.S. Bank products, which allowed me to handle complex customer inquiries efficiently.
  • Resolved customer issues related to prepaid accounts, including lost/stolen cards and payment errors.
  • Provided clear and concise communication with customers to explain account changes and resolve disputes.
  • Maintained high service quality by adhering to all policies and procedures, ensuring a positive customer experience.
  • Delivered exceptional customer support, resolving inquiries and issues efficiently.
  • Utilized CRM systems to track customer interactions and ensure accurate documentation.

Reading Evaluator

Measurement Incorporated
05.2022 - 06.2022
  • Remote reading evaluator that scores specific criteria for students grades 3 to 11. Seasonal position.
  • Maintained a high degree of professionalism when dealing with sensitive information or challenging situations during the course of an evaluation.
  • Managed multiple high-priority projects simultaneously while maintaining strict deadlines and attention to detail.
  • Remote

S.O.R.P. Clerk II

Texas Department of Criminal Justice
06.2019 - 03.2020
  • Provided administrative support within the rehabilitation division, overseeing data accuracy, maintaining compliance, and collaborating with departments. This experience sharpened my attention to detail and organizational skills, critical in managing multiple tasks and ensuring smooth operations.
  • Managed records and documentation for offender rehabilitation programs, ensuring compliance with state regulations.
  • Coordinated with department staff to resolve issues, improving communication and process efficiency.
  • 10 months

Unit Manager

Compass Group
07.2017 - 03.2018
  • Kitchen manager
  • 9 months
  • Implemented process improvements, resulting in increased efficiency and reduced waste across multiple units.
  • Oversaw daily kitchen operations, ensuring compliance with health and safety regulations.
  • Managed inventory control processes, reducing waste and optimizing supply chain management.
  • Streamlined food preparation procedures, improving service speed and quality of dishes served.
  • Conducted regular performance evaluations to foster team development and accountability among staff.
  • Maintained a clean and safe work environment, adhering to all health department regulations and guidelines.
  • Checked and tested foods to verify quality and temperature.
  • Conducted daily checks of refrigerators and freezers to verify proper food storage, container labeling, and surface cleaning.

Dietary Cook

Bayshore Medical Group
09.2016 - 12.2017
  • Prepares, seasons and cooks food for patients, employees and staff in accordance to the local, state and federal guidelines in quantities of 200+ shift. Assists with catered events and always present items with appropriate garnish and correct portion size with regard to the dietetic association standards.
  • 1 year 4 months
  • Prepared nutritious meals adhering to dietary guidelines and residents' preferences.
  • Managed food inventory, ensuring freshness and compliance with safety standards.
  • Developed weekly menus based on seasonal availability and dietary restrictions.
  • Prepared, apportioned and served menu and specialized food items developed to meet facility residents' unique dietary needs.
  • Responded to notes and complaints concerning menu items and meals, working to develop resolutions and satisfy residents' tastes and preferences.
  • Achieved cost savings through careful ingredient selection, bulk purchasing, and minimizing waste.
  • Prepared food for special parties and groups.

Kitchen Sergeant/ Food Service Manager II

Texas Department of Criminal Justice
08.2015 - 07.2016
  • Supervised kitchen operations and ensured the safe preparation of meals for offenders and staff. Maintained compliance with sanitation, safety, and security standards while managing both correctional officers and offenders in a high-security environment.
  • Led the planning, preparation, and service of meals, ensuring that all food safety regulations were adhered to.
  • Trained and supervised offenders in the kitchen, assigning duties and ensuring compliance with security procedures.
  • Inspected food and kitchen facilities regularly, ensuring adherence to health and safety standards.
  • Provided security and custody of offenders, maintaining control and discipline within the kitchen environment.
  • 2 years 8 months

Clerk II- Count Room

Texas Department of Criminal Justice
12.2013 - 08.2015
  • Work with inmate records with filing and general file management. Also general administrative duties along with hand in hand work with the Higher Management team (Major’s, Captain’s, Lieutenants etc.) on a daily basis. Maintains the offender absence documentation and current location at all times and general records and reports. Data Entry work along with general maintenance of count board, reports, lay-in and offender custody compliance. Ensures correct correspondence is prepared and assisted in any policies and procedures in accordance to correct protocol. Some case management knowledge also gained on offenders going through general population or substance abuse and recover. Able to identify any problem areas and analyze how to properly place individual within facility along with classification discretions.
  • 1 year 9 months

Services Apprentice

US Air Force Reserve
05.2008 - 05.2014
  • - Directed operations across food service, lodging, fitness, recreation, laundry, mortuary affairs, and readiness programs.
  • - Managed both Appropriated (APF) and Non-appropriated Funds (NAF); oversaw budgeting, procurement, inventory, and resource allocation.
  • - Supervised automated information systems for accounting, requisitioning, and operational reporting.
  • - Conducted inspections and quality assurance for service and retail functions, ensuring compliance with standards and safety protocols.
  • - Operated food and lodging facilities; adjusted menus, set pricing, and implemented inventory safeguards.
  • - Trained fitness monitors and promoted physical fitness initiatives in support of Air Force health goals.
  • - Oversaw mortuary affairs, including recovery, transport, and military honors for deceased personnel.
  • - Evaluated facility needs, developed capital improvement plans, and managed deployments to establish bare base operations.
  • 6 years 1 month

Catering Lead

ExxonMobil
03.2013 - 12.2013
  • Company Overview: Exxon Mobil @ Baytown Location
  • Planning menus in consultation with chefs; recruiting and training permanent and casual staff; organizing and ensuring health and safety regulations are strictly observed; budgeting and establishing financial targets and forecasts; monitoring the quality of the product and service provided; keeping financial and administrative records; liaising with suppliers and clients; negotiating contracts with customers, assessing their requirements and ensuring they are satisfied with the service delivered (in contract catering
  • Increased repeat business from satisfied customers through effective relationship-building strategies such as follow-up calls and personalized thank-you notes after each event on the daily of at least 10 events per day.

Catering Manager

ExxonMobil
01.2013 - 12.2013
  • As a catering manager for ExxonMobil Baytown Refinery, I led the coordination and execution of high-profile catering events for over 400+. I was responsible for overseeing multiple locations, managing 6 teams, ensuring food safety compliance, and maintaining client satisfaction.
  • Directed all aspects of event planning, from menu design to staff management, ensuring high-quality service delivery.
  • Coordinated with suppliers and negotiated contracts to ensure cost-effective procurement of goods and services.
  • Implemented health and safety regulations to maintain compliance with industry standards and guarantee the well-being of staff and clients.
  • Developed training programs for staff to improve service standards and operational efficiency.

Education

Master's degree - Secondary Education and Teaching with Emphasis on Humanities

Grand Canyon University
Online Course Work
01.2022

Family And Community Services

Community College of The Air Force
Online Courses
01.2014

Bachelor's degree - Restaurant, Culinary, and Catering Management/Manager

Art Institute of Houston
Houston, TX
01.2013

International/Global Studies

Yuba College
Marysville
08.2008

Information Management Systems Tech, Information Managment Systems

Community College of The Air Force
Biloxi, MS

Skills

  • Customer Support
  • Supervisory Skills
  • Client advocacy
  • CRM software
  • Experience optimization
  • Data entry
  • Multi-line phone talent
  • Call center operations
  • Teamwork and collaboration
  • Customer retention strategies
  • Computer skills
  • De-escalation techniques
  • Problem resolution

Certification

  • Level One: Introduction to Human Sexuality
  • Level Two: The Psychological Science of Selling
  • Certified Coach

Languages

English (Native or Bilingual)

Awards

Employee of the Month, Alpha Chi Honor Society Member, Employee of the Month

Timeline

Senior Customer Experience Specialist

U.S. Bank
01.2023 - Current

Prepaid Customer Service Representative

U.S. Bank
08.2022 - 01.2023

Reading Evaluator

Measurement Incorporated
05.2022 - 06.2022

S.O.R.P. Clerk II

Texas Department of Criminal Justice
06.2019 - 03.2020

Independent Consultant/Distributor

Pure Romance by Brandy Schofield
03.2018 - Current

Unit Manager

Compass Group
07.2017 - 03.2018

Dietary Cook

Bayshore Medical Group
09.2016 - 12.2017

Kitchen Sergeant/ Food Service Manager II

Texas Department of Criminal Justice
08.2015 - 07.2016

Clerk II- Count Room

Texas Department of Criminal Justice
12.2013 - 08.2015

Catering Lead

ExxonMobil
03.2013 - 12.2013

Catering Manager

ExxonMobil
01.2013 - 12.2013

Services Apprentice

US Air Force Reserve
05.2008 - 05.2014

Master's degree - Secondary Education and Teaching with Emphasis on Humanities

Grand Canyon University

Family And Community Services

Community College of The Air Force

Bachelor's degree - Restaurant, Culinary, and Catering Management/Manager

Art Institute of Houston

International/Global Studies

Yuba College

Information Management Systems Tech, Information Managment Systems

Community College of The Air Force

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