BreAnna Morgan
Redford
Summary
Detail oriented Customer Service Representative with 14 years experience of strong working skills and the ability to learn concepts quickly. Consistently friendly and professional when handling diverse customer needs in high volume call centers. Experienced as a team lead of 7 employee and I'm looking to apply my education and experience to my career job.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
YRC Freight
09.2016 - 07.2023
- Schedule delivery appointments and answer telephone calls while properly routing customer issues to correct area for resolution.
- Perform clerical and administrative assignments, approved time cards and assisted with payroll.
- Ensuring incoming and outgoing shipments were correct, billing, assisting with shipping quotes, tracking and expediting shipments, answering emails using Sales Force.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Customer Service Representative/Team Lead
Wayne County Friends of the Court
11.2014 - 09.2016
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Respond to customer inquires received by telephone, IVR, or web based portal.
- Record customer interactions and transactions by documenting details of inquiries, complaints, comments, and actions taken.
- Monitored team progress and enforced deadlines.
Tier 2 Customer Service Representative
GM Customer Care Center
06.2013 - 02.2014
- Assisted customers with various types of technical issues via email, live chat and telephone using Sales Force.
- Resolved service problems by clarifying the customer's complaint: expediting correction or adjustments: explain to customers in details repair findings and vehicle components and following up to ensure resolution.
- Effectively managed multi-line phone system: call center database and resource centers.
- Used ticketing systems to manage and process support actions and requests.
Education
Associate of Applied Science - Criminal Justice
Wayne County Community College District
Detroit, MI12.2015
High School Diploma -
Communication Media Arts
Detroit, MI06.2010
Skills
- Clerical support
- Issue and Complaint Resolution
- Customer relations
- Call Center Operations
- Inbound and Outbound Calling
- Problem-solving abilities
- Order Processing
- Billing Adjustments and Refunds
- Delivery Scheduling
Timeline
Customer Service Representative
YRC Freight
09.2016 - 07.2023
Customer Service Representative/Team Lead
Wayne County Friends of the Court
11.2014 - 09.2016
Tier 2 Customer Service Representative
GM Customer Care Center
06.2013 - 02.2014
Associate of Applied Science - Criminal Justice
Wayne County Community College District
High School Diploma -
Communication Media Arts
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