Brenna Burton Ogles
Chatsworth,GA
Summary
Self-motivated Lead Customer Service Representative recognized for multitasking numerous requests to handle direct and escalated customer requirements. Excellent research, communication and problem-solving abilities. Driven to boost productivity with top-notch analytical and management abilities. Hardworking and reliable employee with strong ability in customer service. Highly organized, proactive and punctual with team-oriented mentality.
Overview
9
9
years of professional experience
Work History
Lead Customer Service Specialist
Noble Tax Service, LLC.
Chatsworth, GA
08.2023 - Current
- Tracked key performance indicators related to customer service operations using various reporting tools.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Mentored junior team members and managed employee relationships.
- Updated databases with new and modified customer data.
- Developed strong customer relationships to encourage repeat business.
- Collected deposits or payments and arranged for billing.
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Collaborated with colleagues from other departments in order to resolve customer concerns quickly.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.
- Provided assistance to customers in navigating website, placing orders, and resolving complaints.
- Answered inbound calls, chats and emails to facilitate customer service.
- Followed up with customers after transactions to ensure satisfaction levels were met.
- Responded to customer emails with accurate product and service information.
- Supported sales team members to drive growth and development.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Assisted customers with account maintenance such as resetting passwords and updating contact information.
- Provided technical support for troubleshooting software applications used by customers.
- Answered incoming customer inquiries regarding product and service information.
- Made outbound calls to obtain account information.
Grounds Maintenance Worker
Carter's Lake - Anderson Company
Chatsworth, GA
03.2019 - 09.2020
- Monitored stock levels for spare parts and ordered new items when needed.
- Collected trash from designated areas within the building on a daily basis.
- Operated a variety of hand tools and power tools for various maintenance activities.
- Ensured that work areas were safe by following established safety protocols at all times.
- Cleaned vents and replaced filters to verify proper air flow.
- Performed routine cleaning tasks such as scrubbing floors, dusting surfaces, and emptying waste receptacles.
- Removed snow from sidewalks, driveways and parking areas.
- Identified potential hazards in the workplace and implemented corrective measures accordingly.
- Responded quickly to emergency repair requests from staff or customers.
- Maintained compliance with internal and regulatory safety standards.
- Operated hand tools and power tools to make minor maintenance repairs and maintain grounds and walks.
- Identified needs of customers promptly and efficiently.
- Sanitized frequented areas and equipment using approved supplies.
- Responded to emergency cleaning requests to meet client expectations.
- Maintained safety protocols through safe handling of equipment and chemicals.
- Completed in-depth restroom cleanings to sanitize partitions, decorations, sinks, counters and mirrors.
- Restocked supplies, replacing toiletries, liners and soaps.
- Emptied wastebaskets, replaced liners and removed trash from premises.
- Maintained outdoor grounds by picking up litter, sweeping sidewalks.
- Followed chemical cleaner and power equipment procedures to prevent damage to floors and fixtures.
Food Runner
Lisa's Cafe & Catering
Dalton, GA
05.2015 - 02.2019
- Removed trays and stacked dishes for return to kitchen after finished meals.
- Provided assistance with clearing plates from tables after meals were completed.
- Transferred supplies and ingredients between storage and kitchen areas by hand or cart.
- Asked customers about meals to assess satisfaction and collect vital feedback.
- Followed proper cash handling procedures when accepting payments from customers.
- Wiped down tables and removed trash and dirty plates to provide clean, welcoming dining environment.
- Relayed orders to bar and kitchen by quickly and accurately recording guest selections and keying into register.
- Assisted hostess by answering phones to take reservations or to-go orders.
- Stocked service stations with ice, napkins and straws.
- Collaborated with management team on ways to improve service levels within the restaurant.
- Delivered food to guests in a timely manner while following safety protocols.
- Greeted frequent visitors by name and explained new promotions.
- Cleaned up spills and broken glassware and safely disposed of sharp pieces.
- Made friendly conversation with customers to provide enjoyable bar experience.
- Participated in ongoing training to enhance job skills and knowledge.
- Filled trays with food, utensils, napkins and condiments to provide diners with meals and accessories.
- Performed daily pre-shift side work duties such as restocking supplies, polishing silverware.
- Helped maintain organization of walk-in coolers and freezers according to health department regulations.
- Organized food orders and ensured accuracy of items served to customers.
- Ensured that all orders were correct before leaving the kitchen area.
- Resolved customer complaints quickly and efficiently while adhering to company policies.
- Assisted servers to optimize guest dining experience.
- Maintained clean and orderly appearance throughout kitchen and dining area.
- Ensured compliance with health code regulations related to food storage temperatures.
- Effectively multitasked within fast-paced environment.
Education
High School Diploma -
Northwest Whitfield Highchool
Tunnel Hill, GA05-2015
Skills
- Service Recommendations
- Customer Correspondence
- Customer Service
- MS Office Applications
- Positive and Friendly
- Attention to Detail
- Problem-Solving
- Customer Complaint Resolution
- Willingness to Lead
- Fast Learner
- Work Prioritization
- Multitasking and Organization
- Customer Support
Affiliations
- I have 2 children, I love animals and plants! I have 6 chickens and grow a garden every year.
References
References available upon request.
Timeline
Lead Customer Service Specialist
Noble Tax Service, LLC.
08.2023 - Current
Grounds Maintenance Worker
Carter's Lake - Anderson Company
03.2019 - 09.2020
Food Runner
Lisa's Cafe & Catering
05.2015 - 02.2019
High School Diploma -
Northwest Whitfield Highchool
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