Brenda Young
Birmingham
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Representative (CSR)
Social Security Administration
10.2019 - Current
- Resolved customer inquiries regarding benefits and eligibility with precision and empathy.
- Streamlined case processing workflows to improve service delivery times.
- Enhanced customer satisfaction by implementing feedback mechanisms for service improvement.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Provided training and mentorship to new staff on policies and procedures.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Participated in training programs to enhance product knowledge and customer service skills.
- Improved resolution time with effective problem-solving for customer complaints.
Corporate Security Console Operator II
BBVA Compass Bank
10.2016 - 10.2019
- Monitored security systems and alarms to ensure safety of bank facilities.
- Coordinated responses to security incidents, ensuring timely resolution and compliance with protocols.
- Trained new staff on security procedures and console operations to enhance team efficiency.
- Managed access control systems, authorizing entry for personnel while maintaining security integrity.
- Developed incident reports detailing security breaches, contributing to process improvements in response strategies.
- Collaborated with law enforcement agencies during investigations, providing critical information and support as needed.
- Reduced false alarms by troubleshooting issues with alarm systems and providing timely maintenance as needed.
- Improved response time to incidents by maintaining open communication with law enforcement agencies and emergency services.
- Fostered a positive work environment among team members by addressing any concerns promptly and advocating for their well-being within the organization.
- Cultivated strong relationships with local first responders, facilitating rapid assistance when required during emergency situations at the facility.
- Streamlined security operations by maintaining the organization''s key control system and updating access codes regularly.
- Promoted a culture of safety within the organization through regular communication of relevant policies, procedures, and best practices related to workplace security.
- Ensured a safe environment by performing regular security checks and identifying potential risks.
- Reviewed camera and system feeds and alerted proper respondents regarding discrepancies.
- Monitored employee activities, confirming compliance with security regulations.
- Contacted law enforcement in case of unauthorized persons, documents, and materials.
- Monitored CCTV cameras and alarm systems for security breaches.
- Responded quickly to emergency situations to assess and deflect issues.
- Worked independently and collaboratively to resolve urgent issues to protect lives and property.
- Acted as deterrent to prevent criminal actions, vandalism and misconduct to allow business to conduct operations in safe environment.
Loan Specialist III
BBVA Compass Bank
08.2012 - 10.2016
- Analyzed loan applications to ensure compliance with regulations and company policies.
- Evaluated creditworthiness of applicants through detailed financial assessments.
- Implemented quality control measures to enhance accuracy in loan documentation and approvals.
- Improved loan application processing by streamlining documentation and verification procedures.
- Observed regulatory, compliance and security policies and procedures to keep data as safe as possible from breaches.
- Collaborated with other departments to promptly process loan applications.
- Maintained strict confidentiality of bank records and client information.
Education
Bachelor's degree - Business Management
Huntingdon College
Montgomery05.2016
Skills
- Customer service
- Reading comprehension
- Flexibility
- Interpersonal skills
- Ability to manage multiple priorities
- Scheduling
- Microsoft outlook
- Integrity/Honesty
- Self-Management
- Conflict resolution
- Effective communication
- Problem analysis
- Team collaboration
- Research
- Training and mentoring
- Technical documentation
Accomplishments
- Received recognition from a caller whom submitted in letter to the Atlanta Regional office.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Selected as Mentor to trained new hires in March 2023.
- Received ROC Awards (Recognition of Outstanding Customer Service) for 2023 and 2024.
Certification
- Mentorship Training - 2024
Languages
English
Native or Bilingual
Timeline
Customer Service Representative (CSR)
Social Security Administration
10.2019 - Current
Corporate Security Console Operator II
BBVA Compass Bank
10.2016 - 10.2019
Loan Specialist III
BBVA Compass Bank
08.2012 - 10.2016
Bachelor's degree - Business Management
Huntingdon College