Brenda Brown

Work History

Unemployed

12.2023 - Current

Unemployed due to complications from COVID vaccine health complications.

Administrative Assistant

Transcom

03.2022 - 12.2022

The friendly voice of our telecommunications client to support our customers with smartphones, tablets, and computers
While customers call with various issues from refunds to technical and advanced issues
Calmly provide conflict resolution and navigate frustrated customer situations
Engage with callers actively by listening to analyse and isolate tech issues
Comfortably navigate multiple applications to research solutions and multitask systems while patiently providing step-by-step instructions
Work in a highly structured environment with strict adherence to your assigned full-time schedule taking high-volume inbound calls from customers, work at a desk and wear an approved headset for the duration of a full-time in order to communicate to customers in a high-volume and fast-paced environment
Listen to the call using technical expertise
Resolution Controlled passion to answer questions Work independently with discipline and products and services
Motivation to succeed in a virtual environment Guided customers through navigation of the environment Strong adaptability skills due to the environment

Customer Service Representative

Alorica

11.2021 - 01.2022

QuickBooks Online products for canceling, ordering, processing credit card transactions and service
Find usernames and password issues
Answer questions on QuickBooks Online software and knowledge sessions while in some cases using Slack for communication
Guided customers through navigation reports and inventory details software Either by phone or troubleshooting steps for computer remotely with product data migration in some-cases from configuration QuickBooks Online to QuickBooks Desktop Salesforce ticketing and notation system Connect customer's Bank Accounts with Oracle cloud use
Permission for reconciliations of accounts

Customer Service Representative

Spectraforce Technology

07.2020 - 05.2021

Responsible for creating orders for customers placing orders for various types of certificates
Able to actively type and listen to the customer questions and provide feedback
While typing 40 WPM while on a call Very confident in answering questions Strong interpersonal skills Read and multi-task along with the manual Great record with upselling to UPS orders Make notations in CRM on serious issues 100%

Crgii

Convergys

07.2017 - 03.2018

Responsible for bill payments, processing orders, upselling products that could enhance the client's experience with AT&T products
If a client called and stated, they were unable to work their remote control or if the router was not getting a signal
Troubleshoot the issue using flow charts
If could not get the issue resolved on the call the set for a technician to come
Different types of settings that their modem If the customer just wanted the Spanish router will add features and remove those they channel only
We could set up a line up of cable did not use often

Quality Analyst

Teleperformance

12.2005 - 10.2007

Conducted New Hire and Refresher Training classes as well as remote monitoring and provided feedback to Operators to ensure service levels were achieved
Co-created the Mentor Program used to support New Hire employees thus reducing attrition by 4% within three months of implementation
Follow all established documentation and processes for agent hiring, identify gaps in processes and look for opportunities for improvements, support and assist with training material and documentation for new recruiters, interviewers, and/or temporary resources
Enhanced support staff expertise by developing questions and support during the recruitment and educating departments on acceptable process
Ensure job requirements and expectations are service level
Clearly communicated to candidates Support the recruiting team through the full role
Recruiting process from application set up Maintain a high level of professionalism and through candidate show on day one of confidentiality at-all times, and adhere to employment assigned performance metrics Serve as the main source for interviewing candidates and as a point of contact

Supervisor

Teleperformance

12.2005 - 10.2007

Conducted Metric standards as in CRIFT and CSAT deep dives for agents with failing scores, processed end of the payroll week, managed 20 plus agents on a daily basis while monitoring eight to nine agents for coaching and feedback
Monitored agents break and lunch schedule
Initiated counselling for break and lunch overages, inappropriate actions, late logins and terminations.

Chat Team Lead

Teleperformance

10.2005 - 12.2005

Assisted in dial chat with 4 customers at once and possessed the capability to intervene in supervisor escalated chats from DSL customers
Monitor 20 plus agents for break and lunch, kept the chats below 5 minutes per chat with customers, sent out hourly reports taken from active agents, and ensured productivity level remained above 85% per hour.

Service Tier 2

Teleperformance

05.2005 - 10.2005

Assisted domestic and international customers with dialing instructions and other services related call completions
Served as a back-up supervisor during the late-night shift while managing escalated calls from customers
Call customers back when issue where unable to be resolved by agents on the phone in a timely manner while researching the root cause of the customer's issues.

Customer Service Representative

Teleperformance

10.2004 - 01.2005

Assisted customers with inbound calls for Bellsouth DSL service while working with LQS and Oracle systems and Siebel
Ensured the needed quality was maintained to 95% and Customer Satisfaction to 100%.

Overview

Work History

Unemployed

Administrative Assistant

Customer Service Representative

Customer Service Representative

Crgii

Quality Analyst

Supervisor

Chat Team Lead

Service Tier 2

Customer Service Representative

Education

Online course -

High School Diploma -

Skills

Languages

Work Availability

Websites

Timeline

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