Summary
Overview
Work History
Education
Skills
Custom
References
Timeline
Generic

Brenda Winslow

Elizabth City,NC

Summary

Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Personable and dedicated Customer Service Representative with extensive experience in most types of industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

37
37
years of professional experience

Work History

Virtual Customer Service Representative

Arise Platform
Elizabeth City, NC
03.2016 - 06.2023
  • Resolved customer complaints in a timely manner.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Determined accurate prices for client customer services, consistently searching for deals and best prices.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Prepared and sold broad range of customized merchandise to individuals and commercial accounts.
  • Maintained up-to-date knowledge of company products and services.
  • Responded to customer inquiries via telephone, email and chat.
  • Assisted customers with product returns and exchanges.
  • Identified potential problems that could impact the customer experience.
  • Created detailed reports for customer service related issues.
  • Developed strategies for improving customer service satisfaction levels.
  • Promoted available products and services to customers during service, account management and order calls.
  • Contacted customers about potential service upgrades, new Client services and account changes.
  • Generated customized reports for management review using relevant data sets.
  • Monitored all incoming emails, phone calls and online chats promptly.
  • Sourced and managed customer retention database and online appointment booking system.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Supported sales team members to drive growth and development.
  • Collected deposits or payments and arranged for billing.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Followed up on existing accounts to ensure satisfactory resolution of any outstanding inquiries.
  • Utilized customer service software to track inquiries and document solutions provided to customers.
  • Implemented process improvements based on identified needs or trends.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Tracked daily performance metrics such as average wait times, first call resolution rates.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Conducted quality assurance reviews on completed transactions.
  • Increased customer satisfaction ratings 50% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
  • Analyzed call trends in order to provide accurate reporting on customer service operations.
  • Took special orders in person and over telephone, generating additional revenue every month.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Collaborated with sales team members to stay current on inventory levels and resolve item issues.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Liaised between customers and retail buyers to expedite orders and meet customer demands.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Updated databases with new and modified customer data.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Processed orders, forms, applications and requests in accordance with established procedures.
  • Provided technical assistance to customers regarding products and services.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Collaborated with team members to ensure prompt resolution of customer issues.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Answered incoming calls from customers seeking assistance with product information or orders.
  • Strengthened customer retention by offering discount options.
  • Evaluated customer feedback data to identify areas of improvement within the customer service process.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Answered 100t calls per shift to assist with customer questions and concerns.
  • Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
  • Maintained updated knowledge through continuing education and advanced training.
  • Completed day-to-day duties accurately and efficiently.
  • Maintained schedule of class assignments to meet deadlines.
  • Worked with cross-functional teams to achieve goals.
  • Collaborated with others to discuss new opportunities.
  • Identified needs of customers promptly and efficiently.
  • Recognized by management for providing exceptional customer service.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Exceeded customer satisfaction by finding creative solutions to problems.

Income Maintenance Caseworker

Pasquotank County Department of Social Services
Elizabth City, NC
06.1994 - 04.2017
  • Participated in and successfully completed on-the-job training.
  • Conversed with people from different cultures daily, providing high level of respect and patience with each interaction.
  • Performed data entry into computer systems for tracking client information.
  • Investigated fraud or abuse in cases related to public assistance programs.
  • Maintained accurate records of case notes and progress reports.
  • Conducted interviews with applicants, explaining benefits process and which programs were available.
  • Analyzed complex situations involving multiple issues and developed appropriate solutions.
  • Assessed and documented the financial, medical, and other needs of clients.
  • Responded timely to inquiries from clients regarding their benefits status.
  • Researched documents needed to process applications or claims accurately.
  • Assisted in developing strategies designed to reduce welfare dependency among families.
  • Collaborated with community organizations to coordinate services for clients.
  • Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.
  • Interpreted policies, laws, and regulations relevant to assigned caseloads.
  • Analyzed public assistance applications and determined eligibility for benefits.
  • Ensured compliance with applicable regulations and procedures.
  • Conducted home visits to verify information on applications.
  • Advised clients on how best to use their benefits in order to improve their quality of life.
  • Developed case plans with clients to address their individual needs.
  • Reviewed and evaluated client applications for eligibility of public assistance programs.
  • Maintained positive working relationship with fellow staff and management.
  • Participated in trainings and workshops related to income maintenance caseworker duties.
  • Monitored client activities to ensure that they were meeting program requirements.
  • Answered questions and responded to inquiries to deliver high level of service to patients.
  • Proofread documents carefully to check accuracy and completeness of all paperwork.
  • Aided clients in identifying and removing barriers to financial self-sufficiency.
  • Explained eligibility details and affordability options to patients with kindness and respect.
  • Planned and organized 500 caseloads to ensure timely eligibility determinations weekly.
  • Interviewed persons applying for public assistance programs.
  • Provided information to clients regarding available services and resources.
  • Worked with cross-functional teams to achieve goals.
  • Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
  • Planned and completed group projects, working smoothly with others.
  • Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
  • Recognized by management for providing exceptional customer service.
  • Maintained schedule of class assignments to meet deadlines.
  • Identified needs of customers promptly and efficiently.
  • Collaborated with others to discuss new opportunities.
  • Understood and followed oral and written directions.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Maintained updated knowledge through continuing education and advanced training.

  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Completed day-to-day duties accurately and efficiently.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Answered 50 calls per shift to assist with customer questions and concerns.
  • Informed applicants of other agencies providing useful or related assistance.
  • Granted, modified, denied, or terminated assistance based on key information and eligibility determination.
  • Assisted clients in completing necessary paperwork for obtaining benefits.

Banking Customer Service Representative

Essex Savings Bank
Elizabth City, NC
06.1986 - 09.1994
  • Created friendly connections and developed rapport with customers by providing outstanding, personalized service.
  • Updated databases with new and modified customer data.
  • Cashed checks and paid out money after verifying correct signatures.
  • Contacted customers about potential service upgrades, new financial services and account changes.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Monitored account activities for suspicious patterns that could indicate fraudulent activity.
  • Mentored junior team members and managed employee relationships.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Updated computer system with order specifics and customer details, preferences and billing information.
  • Prepared daily activity reports for management review.
  • Performed general clerical duties such as filing documents related to customer accounts.
  • Explained banking procedures and regulations to customers accurately.
  • Increased customer satisfaction ratings 75% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
  • Maintained records of customer accounts including transactions and balances.
  • Collaborated with sales team members to stay current on inventory levels and resolve item issues.
  • Maintained financial accounts by processing customer adjustments.
  • Balanced currency, coin, and checks in cash drawers at end of shifts.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Assisted customers in person and via telephone to reorder checks and provide bank statements and account balances.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Supported sales team members to drive growth and development.
  • Took special orders in person and over telephone, generating additional revenue every month.
  • Provided excellent customer service by responding promptly to requests or inquiries.
  • Handled cash deposits and withdrawals accurately according to established procedures.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Informed customers about new products or services available through the bank.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Calculated daily transactions with adding machines and calculators.
  • Verified customer signatures against signature cards on file at the branch.
  • Received telephone calls from customers regarding their accounts or services provided by the bank.
  • Applied banking knowledge and credit union programs to boost after-market product sales.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Promoted available products and services to customers during service, account management and order calls.
  • Identified potential fraud cases and reported them to the supervisor.
  • Issued and redeemed money orders, cashier checks and traveler's checks.
  • Utilized various software programs including Microsoft Office Suite for data entry purposes.
  • Assisted customers with deposits, withdrawals, transfers, and other banking transactions.
  • 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.
  • Ordered supplies and materials, verifying sufficient on-hand inventory and securing sensitive and propriety items.
  • Reconciled discrepancies between teller cash counts and computerized records on a daily basis.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Provided account information and answered customer inquiries in a timely manner.
  • Processed loan applications and verified documentation for accuracy.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Checked customers' identification when necessary in compliance with anti-money laundering regulations.
  • Conducted research into customer questions or problems using available resources.
  • Opened customer accounts by recording account information into job-related software.
  • Attracted potential customers by answering product and service questions and suggesting information about other offerings.
  • Assisted members in managing online services and achieving daily banking needs.
  • Adhered to all applicable laws, regulations, policies, and procedures relating to financial services.
  • Resolved customer complaints or escalated them to the appropriate personnel as needed.
  • Collected deposits or payments and arranged for billing.
  • Answered 30 calls per shift to assist with customer questions and concerns.
  • Identified needs of customers promptly and efficiently.
  • Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
  • Maintained schedule of class assignments to meet deadlines.
  • Worked with cross-functional teams to achieve goals.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Maintained updated knowledge through continuing education and advanced training.
  • Collaborated with others to discuss new opportunities.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Achieved cost-savings by developing functional solutions to problems.
  • Modified existing software systems to enhance performance and add new features.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Recognized by management for providing exceptional customer service.
  • Planned and completed group projects, working smoothly with others.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Assisted with customer requests and answered questions to improve satisfaction.

Education

High School Diploma -

Currituck County High School
Barco, NC
06-1979

Some College (No Degree) - Business Education

Princess Ann Business College
Virginia Beach, VA

Some College (No Degree) - Business Education

College of The Albemarle
Elizabeth City, NC

Skills

  • Appointment Scheduling
  • Spreadsheet Tracking
  • Parts Ordering
  • Billing Management

Custom

  • During my years of social services work, i received accommodations for years of service, certificates of services from Red Cross Disaster Relief Services during hurricanes and major storms. I dedicated my life to this type of work and thoroughly enjoyed every minute of it.

References

References available upon request.

Timeline

Virtual Customer Service Representative

Arise Platform
03.2016 - 06.2023

Income Maintenance Caseworker

Pasquotank County Department of Social Services
06.1994 - 04.2017

Banking Customer Service Representative

Essex Savings Bank
06.1986 - 09.1994

High School Diploma -

Currituck County High School

Some College (No Degree) - Business Education

Princess Ann Business College

Some College (No Degree) - Business Education

College of The Albemarle

Similar Profiles

CREATE PROFILE
Brenda Winslow