Brenda E. Kennedy

In 2006, I suffered a life-threatening accident where my home oven tipped over one me. I suffered 13% 3rd degree burns that left me unable to hold any full-time customer service positions for many years.

On an average day at AT&T Wireless, I would take an average of 80-100 customer calls per day providing everything from billing questions, starting new cell service, up-sales, taking escalated calls, etc. I earned many awards at AT&T Wireless as well. Unfortunately, I suffered a severe, life-threatening burn injury which left me unable to continue with my career as a professional call center customer service representative for many years.

• Met customer call guidelines for service levels, handle time and productivity.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Investigated and resolved customer inquiries and complaints quickly.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Educated customers about billing, payment processing and support policies and procedures.
• Promptly responded to inquiries and requests from prospective customers.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Trained new personnel regarding company operations, policies and services.

AT&T Broadband was so much fun. On average, I took close to 100 calls per day selling cable TV, pay per view events, troubleshooting cable issues, posting payments, and batching out at the end of each shift, selling HBO, Cinemax, Showtime, and Starz. It was so much fun working at that call center. I was very successful, and I earned many awards during my time there. I also helped train new CSRs coming on to the floor doing side-by-side training. Unfortunately, Comcast bought out AT&T Broadband and closed down our call center in Everett. That is when I transferred to AT&T Wireless.

• Helped a large volume of customers every day with positive attitude and focus on customer satisfaction.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Detailed payment options and explained price, receipt and billing details to customers.
• Addressed customer account discrepancies and concerns.
• Escalated complicated customer account issues to supervisors and help desk workers.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Increased efficiency and team productivity by promoting operational best practices.
• Created and maintained detailed database to develop promotional sales.
• Maintained up-to-date knowledge of product and service changes.
• Delivered prompt service to prioritize customer needs.
• Identified and resolved discrepancies and errors in customer accounts.
• Enhanced productivity levels by anticipating needs and delivering outstanding support.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Met customer call guidelines for service levels, handle time and productivity.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Investigated and resolved customer inquiries and complaints quickly.
• Educated customers about billing, payment processing and support policies and procedures.
• Promptly responded to inquiries and requests from prospective customers.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

At WAMU, I took close to 100 calls per day, which included everything from the basic account balances to sending complex wire transfers across the world (I also have a few awards for my excellence in processing wire transfers as well as catching criminal behaviors) and locally. I did a lot of side-by-side training and was offered a full-time training position, but I declined as I adore being on the phones and providing compassionate, skilled, one-call resolution customer service.

Washington Mutual was my very first call center after relocating to Washington State in 1997. I completed my “Call Center Training” in Bothell (although my call center customer service career started years prior), as Washington Mutual started a recruitment program in collaboration with Edmonds community college.

Reason for Leaving: Washington Mutual Bank went out of business, and as it was very public that WAMU would probably collapse, AT&T Broadband started recruiting us hard. I was one of the very first CSRs from WAMU to be recruited to AT&T Broadband and started with AT&T less than 72 hours after leaving WAMU.

• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Increased efficiency and team productivity by promoting operational best practices.
• Maintained up-to-date knowledge of product and service changes.
• Delivered prompt service to prioritize customer needs.
• Identified and resolved discrepancies and errors in customer accounts.
• Enhanced productivity levels by anticipating needs and delivering outstanding support.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Met customer call guidelines for service levels, handle time and productivity.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Investigated and resolved customer inquiries and complaints quickly.
• Educated customers about billing, payment processing and support policies and procedures.
• Promptly responded to inquiries and requests from prospective customers.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.