Bransharra Douglass
Rochester
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Also, Versed in accurately documenting call details anVersed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients.. Committed to providing helpful answers and relevant information to retain clients.
Overview
10
10
years of professional experience
Work History
Digital Marketing Specialist
Sutherland Global
Rochester
10.2023 - Current
- Made outbound sales calls to potential
- Hired, trained and mentored sales and marketing staff dedicated to employing Google AdWords, Google Analytics, and other SEO techniques and metrics sources.
- Audited and optimized websites to verify proper performance, visibility and accessibility.
- Established core metrics for projects based upon client needs.
- Responded promptly to customer inquiries via social media platforms.
- Conducted A and B testing to improve user experience on websites.
- Updated customer information in the database accurately.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Provided timely, courteous, and knowledgeable responses to information requests.
- Documented sales call data in company software.
- Responded promptly to emails sent by customers seeking support or assistance.
- Processed orders for customers over the phone.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Completed day-to-day duties accurately and efficiently.
- Identified needs of customers promptly and efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Daycare Provider/Owner
Daycare Provider/Owner
Monroe
06.2015 - Current
- Guided children through engaging and productive activities to foster fun learning environment.
- Communicated with parents about daily activities and any concerning behaviors.
- Established and maintained safe, supportive and welcoming environments for children of all backgrounds.
- Identified signs of emotional or developmental problems in children to alert parents or guardians.
- Read books aloud to groups of children at story time each day as part of an early literacy initiative.
- Maintained daily records of activities, behaviors, meals, and naps.
- Observed and monitored children to identify developmental strengths and target enrichment activities.
Call Center Customer Service Representative
ADT
Rochester
02.2020 - 09.2023
- Consulted with customers to resolve service and billing issues.
- Maintained strong call control and quickly worked through scripts to address problems.
- Provided customers with product and service information.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Updated customer accounts, addresses and contact information within call management databases.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Navigated through computer systems to review information and respond appropriately to callers.
- Resolved customer issues in a timely manner.
- Participated in training sessions to stay current on changes in products and services.
- Answered incoming customer calls regarding product inquiries, orders, and complaints.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Updated system with order specifics and customer details, preferences, and billing information.
- Collected deposits or payments and arranged for billing.
- Maintained accurate records of customer interactions and transactions.
- Promoted available products and services to customers during service, account management and order calls.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
Health Insurance Representative
Conduent
Rochester
07.2016 - 01.2019
- Assisted customers with inquiries about health insurance policies and coverage options.
- Processed changes in insurance policies and periodically reassessed client needs.
- Analyzed clients' needs and financial situations to customize insurance policies for individual necessity.
- Fielded inbound calls from customers inquiring about alternative insurance options to generate sales opportunities.
- Explained coverage options to potential policyholders, answering questions or concerns.
- Resolved customer complaints or escalated them as necessary in a timely manner.
- Advised customers on the features, advantages and benefits of different types of health plans.
- Created individualized proposals for clients to include coverage options, premiums and enrollment guidelines.
- Performed administrative tasks such as filing documents, updating databases, and preparing correspondence.
- Verified accuracy of customer information prior to enrolling them into a health plan.
- Answered phone calls promptly and responded to emails within 24 hours.
- Participated in weekly training sessions to improve product knowledge and enhance company growth.
- Developed strategies to increase customer satisfaction ratings through improved service delivery processes.
- Provided guidance to customers regarding eligibility criteria for various health plans.
Assisting Manager
Arby's
Rochester
02.2016 - 07.2018
- Created employees work schedules
- Supervised a team of 12 or more
- Provided Customer service
- Opened up the store and prepped all food
- Handel all inventory and cash deposits
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Conducted performance evaluations for staff, providing feedback and setting goals for improvement.
- Maintained accurate records of inventory levels, ordering supplies as needed.
- Monitored food preparation activities to ensure adherence to safety standards and regulations.
- Oversaw food preparation, production and presentation according to quality standards.
- Assisted the Food Service Manager in training, scheduling, and supervising food service staff.
- Managed cash registers during peak hours ensuring accuracy of transactions.
- Fostered a positive working environment, encouraging teamwork and employee engagement.
- Assisted staff by serving food and beverages or bussing tables.
- Distributed food to service staff for prompt delivery to customers.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Collaborated with health inspectors to address any compliance issues promptly.
- Coordinated with chefs and kitchen staff to develop menus that satisfied customer preferences while managing costs.
- Managed inventory levels, ordering supplies as needed to maintain stock.
- Ensured that all kitchen equipment was properly maintained and serviced regularly.
- Planned special events such as banquets, catering services.
- Inspected dining and serving areas for cleanliness and proper setup.
- Oversaw the maintenance and repair of restaurant equipment to ensure operational efficiency.
- Analyzed sales data to identify trends and adjust strategies accordingly.
- Hired and trained new food service personnel to maintain high productivity levels of staff.
Education
Associate of Science - Paralegal
Bryant & Stratton College
Rochester,NY04.2016
Skills
- A/B testing
- Social media marketing
- Digital marketing
- Microsoft Excel
- Data entry
- Content creation
- KPIs identification
- Sensory activities planning
- Child safety procedures
- Early childhood education
- Customer service
Timeline
Digital Marketing Specialist
Sutherland Global
10.2023 - Current
Call Center Customer Service Representative
ADT
02.2020 - 09.2023
Health Insurance Representative
Conduent
07.2016 - 01.2019
Assisting Manager
Arby's
02.2016 - 07.2018
Daycare Provider/Owner
Daycare Provider/Owner
06.2015 - Current
Associate of Science - Paralegal
Bryant & Stratton College