Brenda Fetha
Phoenix,AZ
Summary
Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.
Overview
32
32
years of professional experience
Work History
Office manager
Paul Davis Restoration
Phoenix, AZ
11.2005 - Current
- Accurately post all cash receipts and invoices to the proper accounts.
- Maintain accurate records of all customer files for the duration of the job.
- Correspond with project managers, adjusters, customers and venders to ensure completion of all projects.
- Have patience and understanding to effectively dealing with customers in difficult situations.
- Earned management trust by serving as key holder, responsibly opening and closing store.
- Politely assisted customers in person and via telephone.
- Communicated with vendors regarding back order availability, future inventory and special orders.
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
- Directed calls to appropriate individuals and departments.
assistant manager
Arby's
Sun City, AZ
05.2000 - 11.2005
- Coordinate shift-staffing assignments.
- Identify potential shift staffing deficiencies and arrange manpower as needed.
- Directly serve customers in a fast paced environment in senior community.
- Balance cash drawers throughout the day.
- Make daily deposits.
- Accurately do daily, weekly and monthly food, paper, and supply inventories and orders.
- Earned management trust by serving as key holder, responsibly opening and closing store.
- Communicated with vendors regarding back order availability, future inventory and special orders.
- Provided an elevated customer experience to generate a loyal clientèle.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Conducted weekly walk-throughs with the manager to discuss interior visual displays, including store window presentation.
- Scheduled weekly inventory pickups and deliveries with vendors.
- Restocked inventory ever month and reviewed cash operation data to verify proper replenishment.
- Assisted customers with food selection, inquiries and order customization requests.
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Maintained cleanliness and presentation of stock room and production floor.
- Monitored cash drawers in multiple checkout stations to ensure adequate cash supply.
- Helped drive sales goals and achieve monthly quotas.
- Participated in physical inventory counts daily, weekly, and monthly.
Receptionist / Content Supervisor
Paul Davis Restoration
Phoenix, AZ
01.1998 - 10.2001
- front Desk / Warehouse.
- Answer phones.
- Accurately take information regarding losses.
- Organize, record, and track all loss information.
- Correspond with project managers, adjusters, customers and venders to ensure completion of all projects.
- Have patience and understanding to effectively dealing with customers in difficult situations.
- Packing and tracking customer belongings following industry standards.
- Politely assisted customers in person and via telephone.
- Effectively communicated with and supported sales, marketing and administrative teams on a daily basis.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Directed calls to appropriate individuals and departments.
- Maintained cleanliness and presentation of stock room and production floor.
Research Assistant / Data Entry
Bank One Corp
Milwaukee, WI
03.1996 - 12.1997
- Accurately enter information in an incentive based data entry department.
- Research errors to customers accounts based on their inquiries.
- Correspond with customers regarding any errors and corrections to accounts.
- Maintain customer confidentiality.
Reservations Representive
Mark Travel Corp
Milwaukee, WI
03.1994 - 03.1996
- Customer service.
- Sell vacation packages in a high volume in-bound call center.
- Assist customers in planning vacation package by answering all questions, and sell additional services, upgrades and amenities.
- Accurately document all information to customer.
Education
High School Diploma -
Cudahy High School
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Milwaukee Area Technical College
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Phoenix College
Skills
- Creative problem solver
- MS Windows proficient
- Quick learner
- Strong client relations
- Multi-line phone talent
- Medical terminology knowledge
- Proficient in cash management
- Exceptional communication skills
Timeline
Office manager
Paul Davis Restoration
11.2005 - Current
assistant manager
Arby's
05.2000 - 11.2005
Receptionist / Content Supervisor
Paul Davis Restoration
01.1998 - 10.2001
Research Assistant / Data Entry
Bank One Corp
03.1996 - 12.1997
Reservations Representive
Mark Travel Corp
03.1994 - 03.1996
High School Diploma -
Cudahy High School
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Milwaukee Area Technical College
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Phoenix College