Brandy Stallworth
Summary
Dynamic leader with a proven track record at Progressive, adept in talent acquisition and fostering team building and leadership. Excelled in enhancing customer satisfaction and resolving complaints, significantly improving team efficiency and service quality. Skilled in marketing strategies and interviewing techniques, driving operational excellence and employee development.
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
18
18
years of professional experience
Work History
Service Consultant
Progressive
07.2023 - Current
- Researched and resolved account and service problems.
- Document customers concerns and injury resolutions in internal computer systems.
- Listened to customers in actively to assess issue's and provide accurate information.
- Assisted customers with product selection and troubleshooting, providing accurate information and guidance.
- Helped large volume of customers every day with positive attitude with focus on customer service.
Senior Recruiter
Hire Velocity
04.2021 - 07.2023
- Operated and maintained applicant tracking and candidate management systems.
- Followed up with notable applicants sourced via industry-specific pipelines, events, and job fairs.
- Conducted reference checks, background screening and other pre-employment checks to verify information on applicant's resume.
- Coordinated schedules to arrange management interviews with applicants.
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
Recruiter Analyst
The Analyst Group
02.2018 - 04.2021
- Analyzed current human resources and business practices for increased improvements.
- Administered and scored employment tests by recording and tracking the test results and notifying applicants of results.
- Operated and maintained applicant tracking and candidate management systems.
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Conducted reference checks, background screening and other pre-employment checks to verify information on applicant's resume.
- Coordinated schedules to arrange management interviews with applicants.
Customer Service Supervisor
Gulf Power
07.2016 - 03.2018
- Coached employees through day-to-day work and complex problems.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Created customer support strategies to increase customer retention.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Member Service Supervisor
Navy Federal Credit Union
03.2014 - 07.2016
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Trained, mentored and evaluated employees on service quality, knowledge and performance.
- Kept administrative records current and accurate to promote efficiency and team effectiveness.
- Facilitated regular team meetings to discuss challenges, successes and strategies.
- Provided leadership, guidance and direction to sales team members, offering assistance with any need at any time.
- Trained and coached sales team members on best practices for customer service and sales techniques.
Department Manager
McDonald's
04.2007 - 03.2014
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Education
Associate of Arts - Business Administration And Management
Pensacola State College
Pensacola, FLSkills
- Marketing Strategies
- Complaint resolution
- Schedule Management
- Team Building and Leadership
- Call Center Operations
- Handling Escalations
- Talent Acquisition
- Interviewing techniques
Timeline
Service Consultant
Progressive
07.2023 - Current
Senior Recruiter
Hire Velocity
04.2021 - 07.2023
Recruiter Analyst
The Analyst Group
02.2018 - 04.2021
Customer Service Supervisor
Gulf Power
07.2016 - 03.2018
Member Service Supervisor
Navy Federal Credit Union
03.2014 - 07.2016
Department Manager
McDonald's
04.2007 - 03.2014
Associate of Arts - Business Administration And Management
Pensacola State College
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