Summary
Overview
Work History
Education
Skills
Timeline
Generic

Brenda Coles

Idaho Falls,ID

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

21
21
years of professional experience

Work History

Customer Service Specialist

CenturyLink
07.2015 - 07.2023
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Answered constant flow of customer calls with minimal wait times.

Assistant Store Manager

DressBarn
09.2006 - 07.2015
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Rotated merchandise and displays to feature new products and promotions.
  • Walked through store areas to identify and proactively resolve issues negatively impacting operations.
  • Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Trained new employees on proper protocols and customer service standards.
  • Assisted in recruiting, hiring and training of team members.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Supervised creation of exciting merchandise displays to catch attention of store customers.

Job Coach Trainer

Transitions Inc.
01.2003 - 09.2006
  • Provided ongoing guidance and support to clients throughout job search and onboarding process.
  • Monitored client progress and adjusted job coaching strategies to meet needs and navigate challenges.
  • Collaborated with local employers to identify job opportunities for clients.
  • Developed and maintained relationships with community resources to support job coaching.
  • Kept detailed records of individual histories, scores, and documents.
  • Trained and mentored [Number] new personnel hired to fulfill various roles.
  • Assisted clients in building successful job search strategies.

Education

High School Diploma -

Idaho Falls Senior High School
Idaho Falls, ID
05.1996

Skills

  • Process Transactions
  • QC
  • Portal Systems
  • Policy and Procedure Adherence
  • Calm and Professional Under Pressure
  • Consultative Selling Techniques
  • Problem Resolution
  • Call Volume and Quality Metrics
  • Good Communication Skills
  • Customer Relations
  • Understanding Customer Needs
  • High-Volume Call Environments
  • Billing Adjustments and Refunds
  • Customer Service
  • Customer Retention Strategies
  • Telephone Etiquette
  • Customer Order Management
  • POS Systems and Ordering Platforms
  • Sales and Upselling
  • Ability to Work Independently

Timeline

Customer Service Specialist

CenturyLink
07.2015 - 07.2023

Assistant Store Manager

DressBarn
09.2006 - 07.2015

Job Coach Trainer

Transitions Inc.
01.2003 - 09.2006

High School Diploma -

Idaho Falls Senior High School

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Brenda Coles