Brandy Tensley
Lauderhill,FL
Summary
Dynamic Customer Service Representative with a strong background in delivering exceptional service and fostering customer loyalty. Proven track record of efficiently resolving inquiries, consistently achieving high satisfaction rates, and exceeding performance targets. Adept at leveraging strong communication and problem-solving skills to enhance customer experiences and drive positive outcomes. Committed to continuous improvement and passionate about building lasting relationships with clients. Most of all I am a team player that loves to share best practices and open-minded to learn new things.
Overview
26
26
years of professional experience
Work History
Paraprofessional
Broward County School Board
09.2022 - 08.2024
- Served as a teacher’s assistant, teach small groups
- Distribute and collect various activities
- Assist and monitor special needs students with various classroom activities
- Monitor behavior in classroom, cafeteria, and bus depot
Quality Specialist/Representative
IQOR
09.2011 - 09.2022
- Monitor calls and provided feedback to representatives to Improve client and call quality
- Validate sales to ensure accurate information is provided to the customer
- Call listening session (calibrate) with the client and management team
- Focus Groups/Team Huddles and Presentations
- Create and utilize satisfaction Conduct reports to measure the client/ program compliance, (standard operating procedures) to improve and help representatives reach their goals
- Strategize with management team to help implement changes when necessary
- Accepts change by demonstrating a positive attitude when change occurs
- Supports the call center by participating in cross-functional meetings to give input on improvement opportunities, with data that is taken day over day
- Creates and administers action plans to increase performance which includes incentives and contests
- Review customers survey- provide feedback to representatives, and complete follow-up call with customer if needed
- Talk to customers and complete customers’ orders
- Communicated with customers via chat and phone
Security Officer
ABM Security Inc.
06.2010 - 09.2011
- Deter Crime, Rover, make rounds, Secure Premise, Perform Security Checks, Record Information.
Home Health Aide
Home Instead
07.2008 - 05.2010
- Assist clients with the ADLS, cook, clean, run errands, assist with medication, CPR.
Ward Clerk
Apalachee Center Inc.
07.2007 - 09.2008
- Audit Charts, File papers, answer phones, fax papers, make copies, order supplies, and enter data into computer, and make clients appointments
Mental Health Assistant
Apalachee Center Inc.
07.2007 - 09.2008
- Supervise clients, interact, and communicate with clients effectively, conduct groups, engage with clients.
Correctional Officer (in training)
Taylor Correctional Institute
12.2006 - 03.2007
- Supervise and evaluate inmates
- Monitor inmate’s conduct
- Escort inmate throughout facility
- Counsel inmate and refer to social workers
- Perform security checks
- Record inmate’s information and make daily reports ECT.
Paraprofessional
Broward County School Board
11.2005 - 12.2006
- Served as a teacher’s assistant, teach small groups
- Distribute and collect various activities
- Assist and monitor special needs students with various classroom activities
- Monitor behavior in classroom, cafeteria, and bus depot
Lead Operator
Kirk Pharmaceutical
06.2004 - 11.2005
- Served as an overseer for a packaging line
- Inspect final packaging product
- Satisfied daily quota
Toll booth Operator
Allied Barton
01.2004 - 11.2004
- Provide customer satisfaction and answer phones
- Collect tolls for turnpike access
- Provide change and directions
- Extensive documenting and record keeping
Food Service Representative
Checkers Drive In Restaurant
02.2002 - 02.2004
- Provide Customer Satisfaction, answer phones
- Handle and receive money
- Provide change, and package various foods
Paraprofessional
Broward County School Board
01.1999 - 06.2001
- Served as a teacher’s assistant, teach small groups
- Distribute and collect various activities
- Assist and monitor special needs students with various classroom activities
- Monitor behavior in classroom, cafeteria, and bus depot
Education
BA - Education
Grand Canyon University
Associate of Science - Criminal Justice
Florida Metropolitan University
Pompano Beach, FLSkills
- Strong verbal and written communication skills
- Qualified life and health insurance agent
Timeline
Paraprofessional
Broward County School Board
09.2022 - 08.2024
Quality Specialist/Representative
IQOR
09.2011 - 09.2022
Security Officer
ABM Security Inc.
06.2010 - 09.2011
Home Health Aide
Home Instead
07.2008 - 05.2010
Ward Clerk
Apalachee Center Inc.
07.2007 - 09.2008
Mental Health Assistant
Apalachee Center Inc.
07.2007 - 09.2008
Correctional Officer (in training)
Taylor Correctional Institute
12.2006 - 03.2007
Paraprofessional
Broward County School Board
11.2005 - 12.2006
Lead Operator
Kirk Pharmaceutical
06.2004 - 11.2005
Toll booth Operator
Allied Barton
01.2004 - 11.2004
Food Service Representative
Checkers Drive In Restaurant
02.2002 - 02.2004
Paraprofessional
Broward County School Board
01.1999 - 06.2001
Associate of Science - Criminal Justice
Florida Metropolitan University
BA - Education
Grand Canyon University
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