BreAnn Ford
San Antonio,TX
Summary
Dynamic and results-driven professional with a proven track record at USAA, showcasing exceptional interpersonal communication skills and CRM software proficiency. Excelled in relationship selling and customer retention, evidenced by achieving MSR of the month and SERVE certification. Expert in navigating high-stress situations, demonstrating a blend of problem-solving abilities and product knowledge to enhance customer satisfaction and drive business growth.
Overview
8
8
years of professional experience
Work History
Bank Sales and Service Representative III
USAA
02.2024 - Current
- Handle inbound member calls in a fast-paced contact center environment
- Use effective communication probing questions and critical thinking skills to identify member needs and provide relevant solutions which may include offering banking products
- Efficiently navigate multiple systems and programs while maintaining an engaging member interaction that may occur across multiple channels.
- Develop banking product knowledge to attract new members and expand relationships with current members through product acquisition
- Advise and educate members on available USAA digital tools and resources to improve the user experience
- Provide outstanding member service by demonstrating empathy, active listening, and professionalism
- Apply strong time and call management skills in assisting members with banking needs
- Embrace continuous improvement and development through coaching and collaboration with manager and team members
- March 2024 - Regulation E certified; remaining compliant with disputes and stop-payment requests
- June 2024 SERVE certified; provides Best in Class Service while going above and beyond for members through each call interaction
- July 2024 MSR of the month; provides exceptional member service while deescalating calls and providing resolution
- Volunteered to support training and development leadership with Y-cord cleanup in order to assist new employees in training
- Team meeting coordinator POC for leadership; create and develop weekly agenda, organize icebreakers to build and strengthen relationships of team members, prioritize weekly tasks for team members assisting in team meetings
Server Trainer & Bartender
Pluckers Wing Bar
02.2022 - 04.2024
- Mentored new hires through the training process, ensuring they became productive team members quickly and efficiently.
- Trained new team members on restaurant procedures, menu items, and performance strategies.
- Addressed customer concerns promptly and professionally, resolving issues and preventing negative reviews or feedback.
- Demonstrated strong knowledge of food and beverage service standards and led by example to instill in new servers.
- Maintained cleanliness standards throughout dining areas, contributing to a positive dining experience for guests.
- Monitored new server performance and offered continuous support throughout training period.
- Developed strong relationships with regular customers, encouraging repeat business and loyalty to the establishment.
- Enhanced customer satisfaction by providing efficient and friendly service during peak hours.
- Ensured accurate order taking and input into POS systems, reducing errors in food preparation and billing processes.
- Coached servers on proper food handling techniques to maintain compliance with health department regulations and uphold food safety standards.
- Assisted in new server onboarding and orientation to cultivate seamless transitions.
- Implemented upselling techniques, boosting overall revenue for the restaurant.
Customer Service Representative
TaskUs
02.2021 - 09.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts with exceptional customer service
- Responded to customer requests for products, services, and company information
- Manage inbound call volume and provide knowledgeable recommendations for small businesses
- Embracing the culture for each small business by personalizing the needs of each customer
- Assist numerous small businesses with producing payroll and managing tax requirements, to include making corrections when errors occur by the business
- Ensuring all businesses are compliant with state and federal regulations
- Initiate and update benefit enrollments to ensure employees receive maximum coverage available through their employer
- Educate employers and employees on navigating the benefits platform in order to self serve
- Manage email workload in conjunction with handling call volume for all companies
- Provide Ongoing email communication to ensure solutions are provided when issues arise
Delivery Associate for Amazon
Direct Shipping
10.2018 - 10.2020
- Delivered packages to customer doorsteps and business offices.
- Ensured customer satisfaction with prompt and accurate deliveries, maintaining a professional demeanor.
- Demonstrated excellent problem-solving skills when faced with challenging circumstances without compromising the quality of work or customer satisfaction.
- Contributed to a positive work environment by supporting colleagues and fostering teamwork in meeting company objectives.
- Proactively identified potential issues affecting delivery success, taking corrective action as needed to maintain performance standards.
- Collaborated with team members to meet tight deadlines during peak delivery periods.
- Streamlined package handling by organizing parcels for efficient loading and unloading.
- Kept customers informed of any delays or issues with their deliveries, offering solutions when possible.
Head Hostess
Saltgrass Steakhouse
07.2016 - 01.2019
- Established a welcoming atmosphere by greeting guests promptly and professionally upon arrival.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Streamlined the seating process for increased efficiency and reduced wait times for guests.
- Coordinated large parties and events, ensuring seamless service from arrival through departure.
- Handled guest complaints with tact and diplomacy, working to find satisfactory resolutions promptly.
- Participated in regular staff meetings to discuss operational improvements, share customer feedback, or address any challenges faced by the team.
- Served as a liaison between guests and management in addressing concerns or special requests in realtime.
Education
Bachelor of Science - Business Administration
Wayland Baptist University
Plainview, TX06-2019
Skills
- CRM software proficiency
- Product and service knowledge
- Closing talents
- Interpersonal communication skills
- Relationship selling
- Customer retention abilities
- Problem-solving skills
Timeline
Bank Sales and Service Representative III
USAA
02.2024 - Current
Server Trainer & Bartender
Pluckers Wing Bar
02.2022 - 04.2024
Customer Service Representative
TaskUs
02.2021 - 09.2021
Delivery Associate for Amazon
Direct Shipping
10.2018 - 10.2020
Head Hostess
Saltgrass Steakhouse
07.2016 - 01.2019
Bachelor of Science - Business Administration
Wayland Baptist University
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