Brayann Mason
Bassett,VA
Summary
Seasoned Escalation Agent with background in resolving complex customer issues efficiently. Skilled at escalating problems to appropriate individuals and departments, maintaining clear communication lines, and ensuring optimal client satisfaction. Known for problem-solving abilities, conflict resolution skills, and ability to work under pressure while maintaining professionalism. Previous roles demonstrate significant impact on improving customer service procedures and reducing escalation times.
Overview
7
7
years of professional experience
2017
2017
years of post-secondary education
Work History
Escalations agent
Advance Auto Parts
Bassett, Virginia
04.2023 - Current
- Resolved customer escalations through effective communication and problem-solving techniques.
- Collaborated with cross-functional teams to address complex customer inquiries.
- Documented escalation cases accurately to ensure clear communication with stakeholders.
- Assisted in developing Weekly Reminders and knowledge base articles for customer support resources.
- Maintained a professional demeanor while handling difficult customer interactions effectively.
- Followed up with customers after resolving their inquiries to ensure satisfaction.
Customer Service Representative
Advanced Auto Parts
Bassett
10.2021 - 04.2023
- Assisted customers with product inquiries and provided knowledgeable recommendations.
- Processed customer orders efficiently using company systems.
- Resolved complaints by listening actively and offering effective solutions.
- Trained new hires as a driving instructor.
- Worked on Same Day delivery - Urgent cases.
Shift Leader
Wendy’s
Moneta, Virginia
05.2018 - 10.2021
- Assisted in training new employees on shift operations.
- Verified that cash drawers contained correct amounts of money during opening and closing shifts.
- Resolved customer complaints promptly and professionally.
- Supervised the cleaning of dining areas, restrooms, kitchen equipment, and floors in order to maintain a safe and sanitary environment for customers and staff alike.
- Ensured staff was properly trained on all aspects of their job duties, including safety protocols.
- Positioned skilled staff in key areas throughout shift to optimize department productivity.
- Managed inventory levels by monitoring stock levels, ordering supplies when necessary, and ensuring product quality was up to standard prior to use or sale.
- Assisted general manager with operations game plan and company initiatives implementation.
- Delegated tasks to employees and monitored activities and task completion.
Education
Franklin County High School
Rocky Mount, VASkills
- Conflict resolution
- Issue tracking
- Customer feedback analysis
- Knowledge base management
Timeline
Escalations agent
Advance Auto Parts
04.2023 - Current
Customer Service Representative
Advanced Auto Parts
10.2021 - 04.2023
Shift Leader
Wendy’s
05.2018 - 10.2021
Franklin County High School