Bria Woods
Tuscaloosa
Summary
Dedicated customer service professional with expertise in complaint resolution, account management, and compliance knowledge. Committed to enhancing customer satisfaction and driving process improvements.
Overview
13
13
years of professional experience
Work History
Customer Service Rep Sr
PNC Bank, NA
Tuscaloosa
03.2021 - Current
- Resolved customer complaints through effective communication and problem-solving.
- Educated clients on banking products and services tailored to their needs.
- Assisted customers with account inquiries and transaction issues.
- Documented customer interactions using internal systems for future reference.
- Maintained up-to-date knowledge of bank policies and compliance regulations.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Production Worker
Onin Staffing (Mercedes)
Vance
01.2018 - 03.2021
- Operated machinery for assembly line production at Mercedes facility.
- Inspected products for quality and compliance with standards.
- Collaborated with team members to maintain efficient workflow.
- Followed safety protocols to ensure a safe working environment.
- Assisted in training new employees on production processes.
- Maintained cleanliness and organization of work area and equipment.
- Loaded and unloaded materials to support production needs.
- Reported equipment malfunctions to ensure timely repairs and maintenance.
- Cleaned up work area at end of shift to maintain safe working environment.
- Communicated with team members regarding tasks assigned during shift.
Customer Service Representative Team Lead
Hire Dynamics
Montgomery
02.2016 - 01.2018
- Led team of representatives in resolving customer inquiries and issues.
- Trained new staff on customer service protocols and company policies.
- Monitored team performance to ensure adherence to service standards.
- Coordinated scheduling and workflow for optimal team efficiency.
- Developed training materials to enhance staff knowledge and skills.
- Facilitated communication between departments to improve service delivery.
- Implemented feedback processes for continuous improvement in service quality.
- Maintained records of customer interactions and escalated complex cases.
- Resolved escalated customer complaints in a timely manner.
- Identified opportunities for process improvements within the department.
- Ensured compliance with all applicable laws and regulations related to customer service operations.
- Facilitated team building activities to promote collaboration among staff members.
Cashier
Lowe's
Mobile
09.2013 - 01.2017
- Handled cash, credit, and gift card transactions securely and responsibly.
- Processed customer transactions accurately and efficiently at the checkout.
- Maintained clean and organized checkout area for optimal customer experience.
- Assisted customers with product inquiries and store navigation.
- Resolved customer complaints with patience and professionalism to enhance satisfaction.
- Collaborated with team members to ensure smooth store operations during peak hours.
Education
Bachelor of Science - Social Work
University of South Alabama
Mobile, AL05-2019
High School Diploma -
Northridge High School
Tuscaloosa05-2013
Skills
- Customer relationship management
- Account management
- Product knowledge
- Process improvement
- Data analysis
- Compliance regulations
Timeline
Customer Service Rep Sr
PNC Bank, NA
03.2021 - Current
Production Worker
Onin Staffing (Mercedes)
01.2018 - 03.2021
Customer Service Representative Team Lead
Hire Dynamics
02.2016 - 01.2018
Cashier
Lowe's
09.2013 - 01.2017
Bachelor of Science - Social Work
University of South Alabama
High School Diploma -
Northridge High School