Brandy N. Gray
Longview,TX
Summary
To secure a challenging position in a reputable organization to expand my learning knowledge, and skills. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
10
10
years of professional experience
Work History
Customer Service Representative Tier 2/Customer Service Training Coordinator
Outlook Amusements
04.2021 - 01.2024
- Ensure customer satisfaction and provide professional customer support
- Acknowledging and resolving customer complaints
- Knowing the services inside and out so that you can answer questions
- Communicating and coordination with colleagues as necessary
- Make recommendations to training agenda or curriculum, as necessary
- Train all new Customer Service Representatives
- Support other teams with projects as directed
- Liaise with departments to manage and assign training programs.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Trained new personnel regarding company operations, policies and services.
Student Account Receivable
Jarvis Christian University
06.2019 - 12.2020
- Responsible for addressing students' questions concerns related to their student account activity and collecting outstanding tuition
- Processing refunds
- Also prepare tuition statements, generate 1098-T tax forms and issue student accounts bills
- Reconcile Title IV funds.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Strengthened communication skills through regular interactions with others.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Cashier
Jarvis Christian University
11.2017 - 06.2019
- Receive payments, prepare daily deposits, reconcile petty cash account and request funds to replenish cash drawer
- Post payments to proper accounts (student or fiscal)
- Reconcile system session to ensure that all payments balance
- Strong customer service orientation in keeping with the philosophy of the College.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Streamlined checkout process for increased efficiency and reduced waiting times.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Tallied cash drawer at beginning and end of each work shift.
- Performed cash, card and check transactions to complete customer purchases.
- Learned duties for various positions and provided backup at key times.
Residential Hall Director
Jarvis Christian University
06.2014 - 11.2017
- Promote, supervise, and advise on student development-themed programming, community building, and hall council and leadership development
- Implemented conflict resolution strategies to mediate disputes among residents, resulting in a harmonious living environment.
- Promoted diversity and inclusion through targeted programming and educational opportunities for residents.
- Established open communication channels between residents, staff, and administration to address concerns promptly and effectively.
- Provided guidance on academic success strategies, leading to increased retention rates among residents.
- Strengthened campus partnerships by collaborating with various departments to enhance the overall residential experience.
- Monitored safety protocols within the residence hall, addressing any potential risks or hazards proactively.
- Coordinated move-in/move-out processes smoothly, ensuring seamless transitions for both incoming and outgoing residents.
- Served as a liaison between residents and facilities management staff to ensure prompt resolution of maintenance requests or concerns.
- Helped develop and implement programs to foster community growth and development.
- Monitored student behavior and responded to disciplinary issues in accordance with established policies.
- Solved grievances and complaints by collaborating with residents.
- Developed and maintained relationships with parents to promote positive living environment for students.
- Conducted monthly meetings with students to review goals, address issues and provide support.
- Serve as a visible and accessible resource in the residence hall community for student interaction
- Perform other functions and assume responsibilities related to hall management as assigned.
- Enhanced resident satisfaction by implementing creative programming and fostering a strong sense of community.
Education
Bachelor of Science: Biology -
Jarvis Christian University
Hawkins, TX05.2014
Skills
- Ability to handle high volume work flow
- Prioritize and problem solve to meet strict deadlines
- Computer skills
- Microsoft Office
- Customer service
- Leadership
- Empathy
- Collaboration
- Attention to detail
- Call Management
- Scheduling
- Product Knowledge
- Complaint Resolution
- Appointment Scheduling
- Paperwork Processing
- Data Entry
- Data Collection
- Team Development
- Account Updating
- Administrative Support
- Project Management Abilities
- Staff Training
- Active Listening
- Building Rapport
- Call Center Experience
- Computer Proficiency
- Staff Education and Training
- Follow-Up Skills
- Money Handling Abilities
- Filing
- Critical Thinking
- Conflict Resolution
- Microsoft Outlook
- Customer Relations
- Payment Processing
- Travel Planning
- Customer Service
- Conflict Mediation
Affiliations
- Avid reader and a lifelong gamer.
Timeline
Customer Service Representative Tier 2/Customer Service Training Coordinator
Outlook Amusements
04.2021 - 01.2024
Student Account Receivable
Jarvis Christian University
06.2019 - 12.2020
Cashier
Jarvis Christian University
11.2017 - 06.2019
Residential Hall Director
Jarvis Christian University
06.2014 - 11.2017
Bachelor of Science: Biology -
Jarvis Christian University
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