Branyel Anderson
Orlando,FL
Summary
Dedicated Escalated Complaints Specialist known for exceptional problem-solving abilities and effective team collaboration. Experience in providing training and guidance to team members, ensuring timely issue resolution and compliance with company policies.
Overview
13
13
years of professional experience
Work History
Escalated Complaints Specialist
Synchrony Financial Inc
Altamonte Springs, Florida
10.2018 - Current
- Collaborated with cross-functional teams to resolve complex customer issues, enhancing customer satisfaction.
- Analyzed complaint trends to identify areas for process improvement.
- Maintained comprehensive knowledge of company policies and procedures for accurate guidance.
- Provided guidance to team members in resolving complex customer issues or escalating them appropriately when necessary.
- Compiled detailed reports on escalated customer complaints, including root cause analysis for targeted improvements.
- Identified areas for process improvements by analyzing trends in escalations across multiple channels such as phone calls, emails, web chats.
- Coordinated with internal teams to investigate potential fraud or abuse cases, ensuring compliance and protecting company interests.
- Monitored the progress of each issue and ensured timely resolution within established SLAs.
Team Member
Sam's Club
Apopka, Florida
05.2015 - 10.2018
- Guided customers in product selection and addressed inquiries to enhance their shopping experience in a fast-paced retail environment.
- Organized inventory and stocked shelves to optimize store presentation and ensure product accessibility for customers.
- Operated cash register, processing transactions accurately while providing excellent customer service.
- Coordinated with team members to streamline checkout operations during peak hours, improving overall customer satisfaction.
Sandwich Artist
SUBWAY®Restaurants
Orlando, fl
08.2014 - 01.2016
- Prepared sandwiches to meet customer specifications and adhere to company standards, ensuring customer satisfaction.
- Maintained cleanliness and organization of work area during busy shifts to create a welcoming environment.
- Assisted customers with menu choices, delivering exceptional service to enhance dining experience.
- Operated cash register, handling transactions efficiently and accurately.
- Managed inventory by restocking ingredients and supplies.
Team Member
Islands Of Adventure
Orlando, FL
02.2013 - 02.2014
- Stocked shelves and organized inventory to enhance store presentation and ensure product accessibility.
- Operated cash register, processed transactions accurately, and delivered exceptional customer service.
- Assisted customers with product inquiries and merchandise selection.
- Maintained inventory accuracy through regular stock counts and organization.
- Operated cash registers and processed transactions efficiently.
Education
Bachelors in General Studies - Education And Psychology
University of Central Florida
Orlando, FL05-2026
Associate of Arts - General Studies
Valencia College
Orlando, FL12-2021
Skills
- Complaint handling
- Conflict resolution
- Customer service
- Regulatory compliance
- Root cause analysis
- Process improvement
- Data analysis
- Problem solving
- Team collaboration
Languages
English
Full Professional
Spanish
Elementary
Affiliations
- Volunteer, Central Florida Second Harvest Food Bank -Orlando, Fl. (2024-Present)
- Volunteer, Orange County Public Schools- Orlando, Fl. (2022-2025)
- Volunteer, Orlando Science Center- Orlando, Fl. (2022-2024)
Timeline
Escalated Complaints Specialist
Synchrony Financial Inc
10.2018 - Current
Team Member
Sam's Club
05.2015 - 10.2018
Sandwich Artist
SUBWAY®Restaurants
08.2014 - 01.2016
Team Member
Islands Of Adventure
02.2013 - 02.2014
Bachelors in General Studies - Education And Psychology
University of Central Florida
Associate of Arts - General Studies
Valencia College