Open To Work
Hi, I’m
Brenda Brown
Albany,MI
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Diligent professional brings top skills in customer service, data entry and conflict resolution. Recognized for resolving customer complaints with integrity and professionalism to maintain customer satisfaction and retention. Motivated team player committed to contributing to company success goals.
Empathetic Customer Service Specialist known for high productivity and efficient task completion. Skilled in problem-solving, conflict resolution, and time management which enable success in fast-paced environments. Excel at communication, active listening, and empathy to understand customer needs and provide exceptional service.
Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Overview
19
years of professional experience
10
Certification
Work History
ASM ResearchAlbany
Customer Service Specialist
09.2024 - 11.2024
Job overview
- Managed email correspondence related to federal educational aid, ensuring exact updates to Personally Identifiable Information (PII) while supporting strict security clearances.
- Updated and reevaluated documentation to guarantee accuracy and full compliance with federal regulations.
- Collaborated with team members to streamline processes, resulting in a 15% increase in overall team efficiency.
- Consistently exceeded service benchmarks, achieving a 98% customer satisfaction rate.
- Supported customer retention by providing prompt and exact responses to inquiries.
TranscomAlbany
Administrative Assistant
03.2022 - 12.2022
Job overview
- Provided comprehensive support for customers experiencing technical and account issues with smartphones, tablets, and computers.
- De-escalated and resolved conflicts with frustrated customers, keeping a calm and professional demeanor.
- Navigated multiple applications simultaneously to research solutions and deliver clear, step-by-step instructions to customers.
- Maintained detailed and exact records of all customer interactions.
AloricaAlbany
Customer Service Representative
11.2021 - 01.2022
Job overview
- Aided customers with QuickBooks Online, efficiently processing cancellations, new orders, and credit card transactions.
- Guided customers in navigating reports and understanding inventory details within the software.
- Utilized Salesforce ticketing system to ensure efficient issue resolution and comprehensive documentation.
Spectraforce TechnologyAlbany
Customer Service Representative
07.2020 - 05.2021
Job overview
- Processed customer orders for various certificates, ensuring accuracy and efficiency.
- Actively listened to customer inquiries, providing relevant feedback, solutions, and upselling UPS services when proper.
TeleperformanceAlbany
Quality Analysis
12.2005 - 10.2007
Job overview
- Conducted New Hire and Refresher Training classes, providing constructive feedback to operators to improve service quality.
- Co-created a Mentor Program that reduced attrition by 4% within three months of implementation.
- Supported the recruiting team by ensuring job requirements and expectations were clearly communicated to candidates.
- Monitored and evaluated calls to keep high quality standards.
Education
South University_Savannah Online
Some College
Deerfield Windsor Academy
High School Diploma
Skills
- Customer Retention
- Conflict Resolution
- Phone Etiquette
- Active Listening
- Client Communication
- Complaint Resolution
- Escalation Handling
- Call Center Experience
- Technical Troubleshooting
- Software Troubleshooting
- Hardware Support
- Network Support
- Equipment Troubleshooting
- Operating Systems (Windows, macOS)
- Computer Networking (DHCP, DNS, VPN, Remote Access)
- Firewall Management
- Server Virtualization
- Virtualization (Hyper-V)
- Cybersecurity
- Microsoft Office Suite (Word, Excel (10 years), PowerPoint, Outlook, Teams, Exchange)
- Google Suite
- Salesforce (7 years)
- Zendesk
- CRM Systems
- Remote Access Software
- Productivity Software
- Data Entry
- File Management
- Appointment Scheduling
- Calendar Management
- Office Management
- General Office Duties
- Administrative Skills
- Clerical Experience
- Executive Administrative Support
- Transcription
- Business Correspondence
- Policy Development
- CMS Regulatory Compliance
- Health Insurance Information
- Health Insurance
- Regulations
- Medicare
- Centers for Medicare, and Medicaid Services (CMS)
- Problem Resolution
- Prioritization
- Time Management
- Organizational Skills
- Teamwork
- Auditing
- Data-Driven Decision Making
- Project Management
- Sales
- Upselling
- Negotiation
- Bilingual (Spanish - Intermediate)
- Customer relationship management
- Email correspondence
- Conflict resolution
- Documentation accuracy
- Technical troubleshooting
- Process improvement
- Quality assurance
- Compliance management
- Data entry coordination
- Effective communication
- Problem solving
- Team collaboration
- Customer retention
- Training facilitation
- Attention to detail
- Good communication skills
- Call centers
- Conflict mediation
- Process optimization
- Customer order management
- Regulatory compliance
- CRM software
- Report generation
- Call center experience
- De-escalation techniques
- Senior leadership support
- Complaint resolution
- Project management
- Schedule mastery
- Customer relations
- Customer service
- Complaint handling
- Excellent written and oral communication
- QC
- Telephone etiquette
- Problem resolution
- Customer relationship management (CRM)
- Account management
- CRM software proficiency
- Staff training
- Price quotes
- Training development aptitude
- Executive management support
- Proofreading
- Paperwork processing
- Call center procedures
- Credit adjustments
- Retail marketing
- Tracking complaints
- Multi-line telephone operations
- Staff education and training
- Payment processing
- Researching
- Retail store support
- Promotional support
- Warranty service
- Service upselling
- Retail sales customer service
- Documentation
- Typing proficiency
- Service standard compliance
- Refund management
- Inbound and outbound calling
- Order processing
- In-store support
- Clerical support
- Skype
- Product promotion
- Credit card payment processing
- Cultural awareness
- Product and service solutions
- Adaptability and flexibility
- Record preparation
- Time management
- Calm demeanor
- Multi-line phone talent
- Email management
- Call escalation
- Order fulfillment
- Key stakeholder relationship building
Certification
- Professional Certification in Customer Service (Present)
- Windows 10 Maintenance and Management (Present)
- IT Desk Support (Present)
- Certified Scrum Master (Present)
- Microsoft Office Specialist (Present)
- Administrative Assistant (Present)
- Driver's License
Languages
- Spanish
- English, Fluent
- Spanish, Intermediate
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteSalary Range
$18/hr - $1000/hrTimeline
Customer Service Specialist
ASM Research
09.2024 - 11.2024
Administrative Assistant
Transcom
03.2022 - 12.2022
Customer Service Representative
Alorica
11.2021 - 01.2022
Customer Service Representative
Spectraforce Technology
07.2020 - 05.2021
Quality Analysis
Teleperformance
12.2005 - 10.2007
South University_Savannah Online
Some College
Deerfield Windsor Academy
High School Diploma