Breyana Dawson

Summarize all internal and external escalated complaints received by CEO,CFO, SVP VP and all senior officers with extreme bias toward customer satisfaction and company profitability.
• Resolve (BBB) Better Business Bureau and (AGO) Attorney General Office complaints from customers by researching issue, collaborating with internal partners and effectively communicating with customer to reach a positive resolution within the required deadline.
• Manage manual debits and credits to process delayed refunds and failed charges to customer personal accounts.
• Partner with internal security teams to resolve customer complaints regarding personal data listed on internal systems.

• Takes inbound communication from both internal and external customers.
• Responsible for analyzing and resolving root causes of customers issues while working within business operations and processes.
• Takes ownership of customer issues and provides complete end to end issue resolution by utilizing resources available.
• Provides excellent customer service via active listening and professional communication while identifying problems and recommending the best resolutions.
• Partners with leadership, vendors and carriers to resolve customers issues.
• Responsible for maintaining records to follow up with customer`s on issues within set deadline.

• Responded thoroughly and quickly to customers on an inbound chat service to provide solutions.
• Mastered necessary systems used for research to assist customers with their orders and payment processing.
• Served as a liaison between the customer and the company’s vendors to assure that customers are able to reconcile and calamities.
• Worked with customers to assure that they are informed about their order to the highest accuracy.
• Partnered with escalation teams and supervisors to assure that the customers’ needs are being met and that we can find viable solutions.

• Managed interviewer team of 21 employees to ensure that the quota and necessary goals were met in a timely manner.
• Assisted and handled both inbound and outbound calls for employees to assure the safety of associates and time management.
• Confirmed and approved all employee timestamps and time sheet using Excel.
• Compiled and analyzed daily reports of activities to pair with lab manager to review.
• Conducted training for new hires.

• Navigated through multiple computer applications simultaneously during a call.
• Made outbound calls to individuals while collecting data.
• Maintain customer satisfaction ratings based on explicit criteria set forth by the company.

• Ordered parts and contacted vendors for broken equipment.
• Filed completed work orders & kept track of in-progress work orders.
• Ordered supplies and kept track of inventory.

• Ordered food and supplies for the military dining facility.
• Additionally, gained substantial experience with strategic planning and problem-solving skills.
• Ensured food protection and sanitation measures are followed both in the field and garrison.