Summary
Overview
Work History
Education
Skills
Timeline
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Brennan LaFlamme

Agawam,MA

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

12
12
years of professional experience

Work History

Customer Service Specialist

Florence Bank
03.2022 - Current
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Managed high call volume while maintaining a courteous and professional demeanor.
  • Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
  • Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
  • Enhanced customer satisfaction by resolving issues promptly and professionally.

Account Service Representative Supervisor

Alden Credit Union
12.2019 - 03.2022
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize
    workflows
  • Handled customer complaints, resolved issues and provided policy exceptions to meet changing needs
  • File and audit reports in a timely manner.
  • rained new employees on operation
    procedures and policies
  • Conduct interviews and hiring process for potential new employees.
  • Analyze
    loan applicants to determine the feasibility of granting loan approval.
  • Assist BSA officer as needed

Air/Ocean Import Agent

EMO TRANS Globalized Logistics
07.2017 - 08.2019
  • Contributed to business growth by consistently meeting or exceeding performance targets for air/ocean imports volume and revenue generation.
  • Managed accurate record-keeping for all air/ocean imports, maintaining compliance with industry regulations.
  • Improved operational efficiency by streamlining internal workflows and adopting best practices in air/ocean imports management.
  • Conducted regular audits of internal processes to identify gaps in compliance or efficiency and took corrective measures accordingly.
  • Coordinated cross-functional teams effectively during peak seasons to ensure seamless handling of increased volumes of import shipments.

Private Music Instructor

The Music Cellar
03.2012 - 12.2017
  • Explained music theory, aural skills and fundamental concepts to teach students to understand, analyze, perform and create music.
  • Motivated students to practice music by offering positive reinforcement and encouraging progress.
  • Planned and prepared individual music lessons to support student needs.
  • Prepared students for auditions for institutions by aiding with music selection, assigning practice hours required for mastery of piece and assessing progress and accuracy in playing.

Education

Bachelor of Science - Cybersecurity

University of Massachusetts Global
06.2027

GED -

Agawam High School
Agawam
06.2013

Skills

  • Customer Service
  • Good communication skills
  • Customer Relations
  • Problem Resolution
  • Process Optimization
  • Regulatory Compliance

Timeline

Customer Service Specialist

Florence Bank
03.2022 - Current

Account Service Representative Supervisor

Alden Credit Union
12.2019 - 03.2022

Air/Ocean Import Agent

EMO TRANS Globalized Logistics
07.2017 - 08.2019

Private Music Instructor

The Music Cellar
03.2012 - 12.2017

Bachelor of Science - Cybersecurity

University of Massachusetts Global

GED -

Agawam High School

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Brennan LaFlamme