Brenda Thomas
Baton Rouge,LA
Summary
Seasoned Call Center Representative with background in providing high-quality customer service through effective communication. Strengths include ability to manage complex calls, troubleshoot effectively and maintain composure under pressure. Significant impact in previous roles includes improved customer satisfaction rates and efficient problem resolution. Strong multitasker with exceptional interpersonal skills, ensuring a positive experience for each caller.
Overview
12
12
years of professional experience
Work History
Call Center Representative
Aspen Dental
Baton Rouge, LA
09.2024 - Current
- Excelled in exceeding daily NPDT Conversion applications.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Assist management with other agents with meeting compliance to aide patients.
- Assist agents with team building and engagement as co-leader under management supervision.
- Offered resolutions to de-escalate calls and solve customer issues.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Customer Service Representative
T-Mobile
Baton Rouge, LOUISIANA
05.2013 - 02.2024
- Updated system with order specifics and customer details, preferences, and billing information.
- Supported sales team members to drive growth and development..
- Answered customer inquiries via phone, email, and chat.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided accurate information about products and services to customers.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Collected deposits or payments and arranged for billing.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Call Center Team Lead
Baton Rouge General Hospital
Baton Rouge
03.2015 - 12.2023
- Maintained up-to-date knowledge of products, services, policies, and procedures.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Conducted performance evaluations, setting goals and objectives for team members.
- Facilitated communication between team members and management
- personnel.
- Implemented strategies to reduce wait times and improve agent productivity.
- Assisted with the development of call scripts and other operational documents.
- Analyzed customer feedback surveys to identify areas of improvement.
- Monitored incoming calls, emails, and chat messages for quality assurance
- purposes.
- Recruited, interviewed, hired, trained, coached, and evaluated staff
- performance.
- Drafted reports to provide detailed analysis of customer service metrics.
- Resolved escalated customer inquiries in a timely manner.
- Managed day-to-day operations within the call center environment.
- Performed root cause analysis on unresolved customer issues.
- Collaborated with other departments to develop solutions for customer needs.
- Monitored calls for quality assurance purposes.
Mental Health Technician
Our Lady Of The Lake Hospital
Baton Rouge, LOUISIANA
05.2013 - 02.2022
- Provided education and resources to patients and families about mental health conditions and coping mechanisms.
- Monitored patient behaviors and reported significant changes to supervising mental health professionals.
- Assisted psychiatrists in working with patients to rehabilitate for community reintegration.
- Maintained accurate records regarding treatments provided, medication administration and patient progress notes.
- Established trusting relationships with clients by demonstrating empathy and understanding towards them.
- Tracked client movement on and off unit by documenting times and destinations.
- Engaged patients in therapeutic activities designed to enhance mental wellness and social skills.
Call Center Representative
AARP Services
Baton Rouge, LOUISIANA
02.2017 - 01.2021
- Developed effective working relationships with team members across multiple departments.
- Analyzed data collected during each call in order to identify trends in customer feedback.
- Maintained accurate records of customer interactions for future reference.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Performed outbound calling campaigns to promote new products or services.
- Attended regular training sessions on updates and changes within the industry or organization.
- Identified opportunities to upsell additional products or services when appropriate.
- Assisted customers with navigating the company's website to locate desired information or items for purchase.
- Provided accurate information regarding products and services while upselling additional products when appropriate.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
Education
Associate of Arts - Communications
Baton Rouge Community College
Baton Rouge, LA01-2015
High School Diploma -
Cathedral City High School
Cathedral City, CA06-2011
Skills
- Sales closing
- Account updating
- Call logging
- Complaint resolution
- Technical support
- Quality assurance controls
- Script adherence
- Call control
- Interpersonal skills
- Customer relationship management
- Calm disposition
- System documentation
- Analytical
- Database research
- Documentation and reporting
- Quality control
- Technical troubleshooting
- Customer account updates
- Appointment scheduling
- Product knowledge
- Call center operations
- Data entry
- Gathering information
- Customer communications
- Product upselling
- Performance monitoring
- Resolving issues
- Training experience
- Inbound phone calls
- Inbound phone call management
- Verbal and written communication
- Payment processing
- Problem-solving skills
Timeline
Call Center Representative
Aspen Dental
09.2024 - Current
Call Center Representative
AARP Services
02.2017 - 01.2021
Call Center Team Lead
Baton Rouge General Hospital
03.2015 - 12.2023
Customer Service Representative
T-Mobile
05.2013 - 02.2024
Mental Health Technician
Our Lady Of The Lake Hospital
05.2013 - 02.2022
Associate of Arts - Communications
Baton Rouge Community College
High School Diploma -
Cathedral City High School