Brenda J Viera

• Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.
• Supported peers through knowledge sharing, collaboration efforts resulting in an enhanced team dynamic and heightened productivity levels.
• Educated customers about available services, promotions, or discounts; up-selling products when appropriate.
• Maintained accurate records of customer interactions using CRM software, ensuring seamless follow-up when needed.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Conducted training sessions for new hires, ensuring consistent level of service across team.
• Trained new Customer Service Representatives on company policies, procedures, and best practices.

• Oversee the Nautical Nights programs runs smooth

•Facilitate Leaders meeting with scout leaders/parents

• Assemble welcome packets for scout leaders

• Assemble and distribute hard copy of activities with map

of the Battleship

• Keep accurate tally of overnight visitors

• Facilitate activities for overnight visitors

• Ensure each overnight guest enjoys their stay

•Delegated tasks to team members to optimize productivity

•Established relationships with local law enforcement

agencies in order to facilitate better response times in

case of emergencies

•Wrote shift reports to document incidents, accidents and

injuries.

• Delegated tasks to team members to optimize

productivity

•Maintained professional, organized, and safe environment for employees and patrons.

•Established relationships with local law enforcement of

agencies in order to facilitate better response times for

emergencies

• Developed positive customer relationships through friendly greetings and excellent service
• Review financial records such as prior tax return forms, income statements and documentation of expenditures needed for returns
• Developed comprehensive knowledge of tax regulations and filing procedures
• Utilized appropriate adjustments, deductions, and credits to keep clients' taxes to minimum
• Completed all tax forms in accordance with policies and in compliance with legislation and regulations
• Utilized tax preparation software to accurately prepare tax returns