Summary
Overview
Work History
Education
Skills
Timeline
Generic

Brenda Reed

Pickerington,OH

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

40
40
years of professional experience

Work History

Operations Customer Service Manager

Zulily
01.2018 - Current
  • Managed daily operations focusing on achievement of all key business objectives.
  • Implemented business strategies, increasing revenue and decreasing costs.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Observed each employee's individual strengths and initiated mentoring programs to improve areas of opportunity.
  • Reviewed and analyzed customer sentiment and survey results to enhance customer connections and build brand loyalty.
  • Assisted in recruiting, hiring and development of employees.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.

Customer Experience Manager

QVC Call Center
05.2014 - 01.2018
  • Managed daily operations focusing on outstanding quality service to maximize revenue, customer satisfaction, and employee productivity.
  • Managed quality support staff and kept employees compliant with company policies and procedures.
  • Developed policy and procedures to improve operational quality and team efficiency.
  • Established positive and effective communication among staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Analyzed and reported on key performance metrics to senior management.
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.

Operations Customer Service Manager

QVC Call Center
01.2000 - 05.2015
  • Managed and provided direction and coaching to managers and supervisors to achieve key business objectives.
  • Reviewed and analyzed key indicators and proactively made strategic recommendations for improvement.
  • Developed and implemented strategies and solutions to improve results and revenue.
  • Partnered and developed effective working relationships across the business to share best practices and resolve business risks.
  • Implemented and promoted programs to ensure high quality, efficient, customer-focused service in alignment with the Brand Experience and Service Excellence strategy.


Quality/Communications Supervisor

QVC Call Center
09.1999 - 01.2000
  • Maintained compliance with company policies, objectives, and quality/communication goals.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Streamlined operations for increased efficiency through regular process reviews and implemented necessary changes.
  • Evaluated employee performance and coached and trained to improve areas of opportunity.
  • Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.


Customer Service Supervisor

QVC Call Center
05.1993 - 09.1999
  • Coached employees through day-to-day work and complex problems.
  • Completed quality observations, monthly/annual performance reviews, accurate payroll/leave balance reporting and administered corrective actions when applicable.
  • Reviewed and analyzed key performance metrics and implemented processes for improved results.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Responded to customer inquiries and resolved complaints to establish trust, increase satisfaction and maintain loyalty.

Customer Service Credit Support Lead

QVC Call Center
07.1991 - 05.1993
  • Responsible for a team of credit support professionals, fostering teamwork and setting performance goals.
  • Improved customer satisfaction by addressing and resolving credit financial support issues in a timely manner.
  • Provided coaching and support to credit support team focusing on their monthly reviews, attendance tracking and benefit leave balances.
  • Supported the Supervisor with accurate payroll processing, handling escalated customer calls and providing team member support.

Credit Support Specialist

QVC Call Center
04.1990 - 07.1991
  • Strengthened relationships with customers by providing exceptional customer service in resolving credit card inquiries and concerns.
  • Supported Supervisors by auditing and completing customer callbacks.

Customer Service Representative

QVC Call Center
03.1990 - 04.1990
  • Handled customer inquiries and suggestions courteously, professionally and efficiently.
  • Actively listened to customers, handled concerns quickly and independently resolved escalated customer complaints.
  • Offered advice and assistance to customers, paying attention to special needs or requests through active listening.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.


Clerk II

PA Office Of Employment Security
11.1987 - 12.1989
  • Courteously interacted with customers by phone and in-person to provide information and support while seeking employment.
  • Coordinated all facets of clerical responsibilities.
  • Utilized Job Service systems and kept information entries updated and accurate.
  • Offered education and guidance focusing on State and Federal policies.
  • Appointed as the Welfare Service system operator.
  • Created a positive, comfortable environment through friendly service and knowledgeable assistance.
  • Directed clients to the appropriate Job Service Interviewer for further intake and support.

Clerk I

PA Office Of Employment Security
09.1983 - 11.1987
  • Greeted and supported applicants seeking employment and assistance with unemployment procedures.
  • Ensured accurate and complete processing of applicant forms.
  • Maintained filing system and organized applicant documentation for easy retrieval of information.


Education

High School Diploma -

Keystone High School
Knox, PA
05.1982

Skills

  • Customer Service Management
  • Operations Oversight
  • Customer Retention
  • Cross-functional collaboration
  • Strategic planning
  • Process improvement
  • Budget management
  • Team Development
  • Performance Improvement
  • Change management
  • Recognition & Engagement Development

Timeline

Operations Customer Service Manager

Zulily
01.2018 - Current

Customer Experience Manager

QVC Call Center
05.2014 - 01.2018

Operations Customer Service Manager

QVC Call Center
01.2000 - 05.2015

Quality/Communications Supervisor

QVC Call Center
09.1999 - 01.2000

Customer Service Supervisor

QVC Call Center
05.1993 - 09.1999

Customer Service Credit Support Lead

QVC Call Center
07.1991 - 05.1993

Credit Support Specialist

QVC Call Center
04.1990 - 07.1991

Customer Service Representative

QVC Call Center
03.1990 - 04.1990

Clerk II

PA Office Of Employment Security
11.1987 - 12.1989

Clerk I

PA Office Of Employment Security
09.1983 - 11.1987

High School Diploma -

Keystone High School

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Brenda Reed