Breanna Williamson
Santa Fe,NM
Summary
Friendly and efficient customer service team member devoted to maximizing customer satisfaction with exceptional service and support. A committed and well motivated individual who aspires to hold a position where I will be able to interact with customers on a daily basis. Currently looking for an exciting opportunity in a customer focused environment, where I will be able to deliver a high-quality service and support my employers vision.
Overview
10
10
years of professional experience
Work History
Customer Care Representative (L1 Agent- L2 Agent)
Golden Customer Care
Santa Fe, NM
11.2023 - Current
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Actively listening to other agents calls to help provide helpful feedback and resources to improve call flow.
- Participating in upper management listening to my calls for feedback and input to improve our services consistently.
- Maintained detailed records of customer interactions, streamlining communication, and maintaining performance month after month.
- Building relationships with other supervisors, assisting with their teams and how I can be helpful to their team and other agents.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Met and exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Implemented feedback from management to continually improve performance metrics within the chat support team.
- Provided training and mentorship to agents by providing a supportive environment.
- Improved team performance through continuous training and mentorship.
- Collaborated with team members to share knowledge, insights, and best practices for exceptional chat support.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Optimized workflow, multitasking between inbound calls, reviewing resource and assisting in chat support (4-5 teams/ 2x a week)
Customer Service Representative
Nordstrom
Santa Fe, NM
11.2022 - 10.2023
- Assisted customers with returns, exchanges, refunds, placing orders, etc.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Provided expertise and suggestions on the latest trends.
- Provided valuable input during brainstorming sessions, contributing to innovative design solutions for clients'' needs
- Collaborated closely with cross-functional teams to ensure accurate communication of design concepts and details.
- Gained exposure to various aspects of fashion business operations, including production management and quality control procedures.
Credit Sales Consultant
Lexington Law Firm
Albuquerque, NM
12.2021 - 10.2022
- Review and update personal account information
- Back-to-back calls, 10 hours a day
- Had weekly meetings to evaluate performance
- Enhanced customer satisfaction by offering tailored financial advice and recommending suitable credit solutions.
- Maintained up-to-date knowledge of industry trends, ensuring the provision of relevant advice to address evolving client needs.
Repair Services Agent
Lowe’s
Albuquerque, NM
07.2020 - 11.2021
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Responded to customer requests for products, services and company information.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Met all customer call guidelines including service levels, handle time and productivity.
- Provided primary customer support to internal and external customers in fast-paced environment.
Server, Operations, Security, Housekeeping
Santa Ana Star Center
Rio Rancho, NM
10.2019 - 05.2021
- Kept register accurate through correct billing, payment processing and cash management
- Helped set up/take down for events and shows
- Assisted in concession stands, worked with POS system to place orders, manage bills and handle complimentary items for dissatisfied customers
- Monitored and authorized entrance and departure of 100-1,000 of employees, guests and visitors weekly
- Cleaned or coordinated cleaning of indoor and outdoor dining spaces, cleaned elevators, glass,and planters in public areas such as, lobbies, and public restrooms, placed trash in receptacles and replenished supplies
Cashier, Garden
Home Depot
Rio Rancho, NM
09.2019 - 06.2020
- Provides customer service by acknowledging over 100-200 customers daily; identifying customer needs; locating merchandise; resolving customer issues and concerns; while maintaining safe shopping environments
- Restocked, arranged and organized merchandise in front lanes to drive product sales
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers
- Processed POS transactions, including checks, cash and credit purchases or refunds
- Built relationships with customers to encourage repeat business
Freight, Cashier
Walmart
RIO RANCHO, NM
01.2018 - 08.2019
- Organized products to streamline packing procedures
- Loaded and unloaded trucks
- Prepared pallets of boxes for easy transportation between customer and storage locations
- Used hand-held scanners and physical logs to accurately track item movements
- Kept storage areas organized, clean and secure to fully protect company assets
Claims Specialist
Safelite Auto Glass
Rio Rancho, NM
06.2018 - 06.2019
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to all issues
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Evaluated customer information to explore issues, develop potential solutions and maintain high- quality performance
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes
Coffee Host/ Baker
Flying J/ Cinnabon
Albuquerque, NM
08.2017 - 01.2018
- Filled out inventory and production sheets and informed head baker of stock levels
- Replenished and rotated food items, following correct food cooling and storage procedures
- Performed serving, cleaning and stocking to high standards and provided excellent customer satisfaction
- Properly labeled and stored food and fresh ingredients in cooler or freezer to optimize freshness
- Filled out daily shift log to record amount of food prepared, used and leftover
- Inspected kitchen equipment and appliances 4-5 times per week to verify functional operation
Assistant Manager
Dominos Pizza Inc.
Rio Rancho, NM
11.2015 - 08.2017
- Managed inventory control processes to restore back stock, control costs and maintain sales floor levels to meet customer needs
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies
- Applied customer feedback to develop process improvements and support long-term business needs
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies
- Trained team members in successful strategies to meet operational and sales targets
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
Education
Associate Of Arts - Communications
Central New Mexico Community College
Albuquerque, NM12.2022
Associate Of Applied Science - Integrative Studies
Central New Mexico Community College
Albuquerque, NM08.2016
Certification - Health Wellness and Public Safety
Central New Mexico Community College
Albuquerque, NM08.2016
Certification - Dental Assisting
Central New Mexico Community College
Albuquerque, NM08.2016
Skills
- Flexible
- Highly Organized
- Time Management
- Dependable
- Supportive
- Call Listening
- Mentoring
- Attention to Detail
- Multitasking
- Excellent Communication
- Active Listening
- Problem Resolution
- Team Player
- Empathetic
- Cleaning Shift
- Customer Service Oriented
- Deescalation Expert
- 25-40 Calls Daily
- Quick and Efficient
- Phone Etiquette
Timeline
Customer Care Representative (L1 Agent- L2 Agent)
Golden Customer Care
11.2023 - Current
Customer Service Representative
Nordstrom
11.2022 - 10.2023
Credit Sales Consultant
Lexington Law Firm
12.2021 - 10.2022
Repair Services Agent
Lowe’s
07.2020 - 11.2021
Server, Operations, Security, Housekeeping
Santa Ana Star Center
10.2019 - 05.2021
Cashier, Garden
Home Depot
09.2019 - 06.2020
Claims Specialist
Safelite Auto Glass
06.2018 - 06.2019
Freight, Cashier
Walmart
01.2018 - 08.2019
Coffee Host/ Baker
Flying J/ Cinnabon
08.2017 - 01.2018
Assistant Manager
Dominos Pizza Inc.
11.2015 - 08.2017
Certification - Dental Assisting
Central New Mexico Community College
Associate Of Arts - Communications
Central New Mexico Community College
Associate Of Applied Science - Integrative Studies
Central New Mexico Community College
Certification - Health Wellness and Public Safety
Central New Mexico Community College