Brenda Kershaw
Summary
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.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Maximus
04.2022 - Current
- Answer incoming calls from consumers including the public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policies
- Track and document all inquiries using the applicable systems
- Complete associated tasks according to the established guidelines
- Track and document all inquiries using the applicable systems
- Meet Quality Assurance (QA) and other key performance metrics
- Facilitate the fulfillment of caller requests for materials via mail, email, or download
- Transfer/refer consumers to appropriate entities according to the established guidelines
- Escalate calls or issues to the appropriate designated staff for resolution as needed
- Facilitate translation services for non-English speaking callers according to procedures
- Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.
Program Director
Mentor Network
05.2016 - 01.2022
- Case management
- Manage the day-to-day operations of one to four programs in a community including organization and implementation of direct supports, person-centered planning, and implementation, health care, advocacy, stakeholder relations, regulatory compliance, recruiting, retention, staffing, training, safety, financial management, and maintenance of the physical environment
- Manage program staff members including performance evaluations, scheduling, and orientation
- Make recommendations and/or decisions on employee hires, transfers, promotions, salary changes, corrective action, and terminations
- Manage the implementation of program planning; monitor delivery of services and supports; ensure services are consistent, engaging, and relevant to the individuals served
- Must be available on-call to support staff, find coverage or cover shifts as needed.
Companion Personal Caregiver
Comfort Keepers
07.2016 - 05.2018
- Assist with all daily living function so that elderly can stay in their own homes
- Light housekeeping, bathing, dressing, food preparation, and medication reminder.
Companion Personal Caregiver
Covenant Place
04.2016 - 10.2017
- Assist with all daily living function so that the elderly can stay in their own homes
- Light housekeeping, bathing, dressing, food preparation, and medication reminder.
Customer Service Representative
Sykes
08.2016 - 01.2017
- Provide credit cards assistance to customers
- Make payment, waive late fees, quote APR and explain the interest rate to customer
- Set travel notifications, provide credit card information to protentional or current customers.
Production Assembler
Schneider Electric
01.2014 - 01.2016
- Wire units per build of material and drawing
- Wire units by reading schematic drawing per Engineering Department.
Production Assembler
Thomas and Betts
10.2011 - 01.2013
- Wire power solution units such as Cyber wave, 2400 Hammers, Switch, RPP, and PDM
- Assemble harness for each unit
- Wire units by reading schematic drawing by Engineering Department
- Build frame for units, install CT sticks, circuit breakers, terminal blocks, modus buss, power supplies and various other components.
Production Associate/Assembler
Aerotek, Ansaldo
06.2010 - 07.2011
- Point –to- point wiring of railroad system racks for major railroad companies
- Use cut sheet to route wires from point – to point.
Education
MBA of Business Administration - Health Care Administration
Ashford University
Clinton, IA10.2010
Bachelors of Arts - Business/Organizational Management
Ashford University
Clinton, IA05.2009
General course and Elementary Education - Education
University of South Carolina
Columbia, SC2008
Associates Degree - Engineering Graphics
Central Carolina Technical College
Sumter, SC05.1997
Skills
- Efficient and Detail-Oriented
- Courteous with Strong Service Mindset
- Customer Data Confidentiality
- Call Documentation
- Calm and Professional Under Pressure
- Needs Assessment
- Understanding Customer Needs
- Building Customer Trust and Loyalty
- Upbeat and Positive Personality
- Data Entry and Maintenance
- Responding to Difficult Customers
- Inbound and Outbound Calling
- Customer Service and Assistance
Timeline
Customer Service Representative
Maximus
04.2022 - Current
Customer Service Representative
Sykes
08.2016 - 01.2017
Companion Personal Caregiver
Comfort Keepers
07.2016 - 05.2018
Program Director
Mentor Network
05.2016 - 01.2022
Companion Personal Caregiver
Covenant Place
04.2016 - 10.2017
Production Assembler
Schneider Electric
01.2014 - 01.2016
Production Assembler
Thomas and Betts
10.2011 - 01.2013
Production Associate/Assembler
Aerotek, Ansaldo
06.2010 - 07.2011
MBA of Business Administration - Health Care Administration
Ashford University
Bachelors of Arts - Business/Organizational Management
Ashford University
General course and Elementary Education - Education
University of South Carolina
Associates Degree - Engineering Graphics
Central Carolina Technical College