BREANNA LENNOX
Jacksonville,Fl
Overview
5
5
years of professional experience
Work History
Wealth Management Client Services
BCforward
Jacksonville, FL, FL
10.2021 - 07.2022
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Provided information regarding credit card accounts and loyalty reward programs.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Answered average of 35-45 calls per day, addressing customer inquiries, solving problems and providing product information.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Collected payment over the phone or assisted borrowers with setting up Bill Pay services through the mobile app or online banking
- Ongoing training to ensure that knowledge of policies and procedures could always be up to date
- Created and escalated tickets when additional support is needed (i.e misapplied payments, payment refunds, adding/removing borrowers on the account, missing rewards, deceased client notifications, etc.)
- Navigated multiple CRM software applications and tools to assist clients with their banking needs
- Cross trained to assist clients with small business credit card accounts and initiating disputes for non-fraud charges.
- Helped clients understand banking statements, posted charges/fees, residual interest, and promos
- Promoted self services opportunities through the mobile app and online banking
SERVICING CUSTOMER CARE
FREEDOM MORTGAGE CORPORATION
Jacksonville, FL, FL
06.2021 - 10.2021
- Collected payment over the phone or assisted borrowers with draft set up via FMC portal
- Answering inbound and making outbound calls regarding late or upcoming payments, escrow changes, escalation updates and any loan inquiries
- Delivered welcome calls for new and acquired loans by offering immediate assistance, provided FMC contact info, and reviewed loan details for discrepancies
- Updated records with all interactions and customers transactions
- Resolved customers' service or billing complaints by performing activities such as refunding money or adjusting bills
- Educated borrowers on various options to bring mortgage current or avoid foreclosure
- Documented, researched, and resolved customer servicing issues.
- Handled 30-35 calls per day to address customer inquiries and concerns.
SENIOR TECHNICAL ADVISOR
KELLY SERVICES
Jacksonville, FL, FL
03.2018 - 05.2021
- Providing technical support for mobile devices (tablets, watches, and smart devices), laptops, and desktop computers
- Educated customers on product features and online help resources
- Managed high volume of inbound calls – often as first point of contact – and scheduled callbacks where issues were in process of getting resolved
- Handled 30-40 inbound calls resulting in 85% and higher customer satisfaction
- Served as primary escalation point for lower tier agents acting as supervisor within escalation process
- Ongoing training to ensure that knowledge of policies and procedures could always be up to date
- Followed and executed site goals and monthly metrics
- Certified user of CRM software to help log and resolve basic and routine customer inquiries
- Acted as mentor to newly Tier II advisors transitioning from Tier I support
- Created and escalated tickets to Engineers when additional support is needed
CUSTOMER SERVICE REPRESENTATIVE
Amazon
Jacksonville, FL, FL
04.2017 - 01.2018
- Assisted customers with updating shipping addresses and credit card information on their account
- Educated customers on new company devices (Fire Tv, Kindles, Firesticks, etc.) and events (Prime Day)
- Helped customers manage company subscriptions, 3rd party subscriptions, and apps
- Resolved packaging conflicts and set appropriate shipping expectations with customers using CRM software to help log customer information
- Basic troubleshooting for passwords, emails, and accounts
- Responded to customer requests for products, services and company information.
Education
Some College (No Degree) -
SOME COLLEGE, JOHNSON & WALES UNIVERSITY
North Miami, FLHS DIPLOMA -
First Coast High School
Jacksonville, FL06.2016
Skills
- Basic internet, computer, and telephone skills
- Customer Focused
- Quick Learner
- Problem Solver
- Type 45 WPM
- Data Entry and Maintenance
- Proficiency in Microsoft Office
- Empathy and Patience
- Conflict Resolution
- Calm and Professional Under Pressure
Timeline
Wealth Management Client Services
BCforward
10.2021 - 07.2022
SERVICING CUSTOMER CARE
FREEDOM MORTGAGE CORPORATION
06.2021 - 10.2021
SENIOR TECHNICAL ADVISOR
KELLY SERVICES
03.2018 - 05.2021
CUSTOMER SERVICE REPRESENTATIVE
Amazon
04.2017 - 01.2018
Some College (No Degree) -
SOME COLLEGE, JOHNSON & WALES UNIVERSITY
HS DIPLOMA -
First Coast High School