Summary
Overview
Work History
Education
Skills
Timeline
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Brenda K Schrecongost

South Williamsport,PA

Summary

Proven escalation manager at American Customer Care with a track record of enhancing customer satisfaction and loyalty through expert complaint handling and resolution. Skilled in CRM software and fostering team development, significantly reduced response times and improved service standards, contributing to a positive shift in company reputation and operational efficiency.

Overview

12
12
years of professional experience

Work History

CSR II

Alphabroder
11.2021 - Current
  • Managed approximately 35-65 calls emails chats maintaining a professional demeanor.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
  • Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
  • Answered product and service questions, suggesting other offerings to attract potential customers.

Escalation Manager

American Customer Care
09.2012 - 10.2021
  • Ensured timely resolution of complex cases by prioritizing workload and allocating resources appropriately.
  • Overseeing of 28 members of the management team
  • Maintained accurate records of all escalations, tracking trends and identifying areas for improvement.
  • Fostered a positive work environment by actively supporting team members in their personal development goals and career aspirations.
  • .Enhanced customer satisfaction by effectively addressing and resolving escalated issues.
  • Minimized future escalations by proactively identifying potential problem areas and implementing preventive measures.
  • Improved overall company reputation by consistently delivering exceptional customer service during escalations.
  • Reduced response times for escalation cases by implementing efficient processes and protocols.
  • Boosted team productivity by providing thorough training and ongoing support to staff members.
  • Collaborated closely with other departments to ensure seamless handover of escalated cases when necessary.
  • Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
  • Follow up on Attorney General BBB resolving complaints.
  • Social Media monitoring FB Twitter

Education

No Degree - Business Mangament

Seminole Community College
Sanford Fl

High School Diploma -

Minot High School
Minot, ND
05.1976

Skills

  • Call center experience
  • Customer Focus
  • Complaint Handling
  • CRM Software
  • Customer Service
  • Active Listening

  • Problem-solving abilities
  • Professional telephone demeanor
  • Conflict Resolution
  • Microsoft Outlook
  • Customer Relations

  • Payment Processing
  • Data Entry


  • Administrative Support
  • Call Management
  • Problem Resolution
  • Dispute Resolution
  • Product Knowledge
  • Building rapport
  • Team Development

  • Client Relations
  • Staff Training

  • Call Center Operations
  • Product Sales
  • De-Escalation Techniques
  • Customer Education



  • Prioritization
  • Customer Relationship Management (CRM)
  • Project management abilities
  • Product and service solutions

  • Conflict Mediation
  • Order Fulfillment

  • Staff education and training

  • Live chat support
  • Escalation management




  • Spreadsheets
  • Order Processing
  • Quality Assurance Controls
  • System implementation
  • Information Security
  • Warehousing functions
  • Product Education

Timeline

CSR II

Alphabroder
11.2021 - Current

Escalation Manager

American Customer Care
09.2012 - 10.2021

No Degree - Business Mangament

Seminole Community College

High School Diploma -

Minot High School

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Brenda K Schrecongost