Summary
Overview
Work History
Education
Skills
Technical Summary
Timeline
Generic

Brianna Alexander

Summary

Experienced customer service representative with over five years of experience in telephone, email, and virtual customer service. Highly familiar with customer relationship management (CRM) systems and software, conflict resolution, and customer escalations. Excited to use my proven skills and customer enthusiasm to bring customer satisfaction efficiently and effectively to all of those I encounter while on the job.

Overview

11
11
years of professional experience

Work History

Data Analyst

Salem Solutions
Tampa, FL
07.2023 - 02.2024
  • Gathered requirements from stakeholders to design data models and reports.
  • Provided data-driven solutions to support decision making.
  • Leveraged SQL queries to extract, transform and load data into databases.
  • Generated reports and obtained data to develop analytics on key performance and operational metrics.
  • Identified needs of customers promptly and efficiently.

Office Manager

Firstline Homecare
Marietta, GA
07.2022 - 08.2023
  • Supervised staff members, organized schedules and delegated tasks.
  • Coordinated meetings, conferences, travel arrangements and department activities.
  • Maintained filing system for records, correspondence and other documents.
  • Processed payroll accurately ensuring all employees were paid on time.
  • Handled scheduling and managed timely and effective allocation of resources and calendars.

IT Consultant

Comcast
01.2021 - 06.2022
  • Handled 70+daily tickets, revolving around new customer sign-ups, retrieving customer data, researching product information, and canceling contracts
  • Trained new employees across various time zones on how to use CRM systems and how to open tickets on platforms not limited to Salesforce, PeopleSoft & Remedy
  • Liaised with finance, Delivery managers, and Legal business units to help optimize consultant contracts and ensure resources were fully optimized with high utilization rates
  • Provided technical support and troubleshooting for customers that reported system outages and issues with functionality of company equipment
  • Escalated issues to appropriate departments for billing issues, complaints, and partner contract discrepancies while maintaining a calm tone and attitude.

Customer Service

Home Depot
03.2018 - 01.2021
  • Assisted an average of 50 customers each day with finding specialized items & provided recommendations for custom projects
  • Achieved an average of 110% sales goal each quarter for the department and maintained a 97% customer satisfaction survey rating
  • Maintained neat and attractive merchandise aisles and displays to help maximize product inventory tracking and purchases
  • Tracked inventory for over 10,000 items by validating stock, SKU’s, customer exchanges and returns.

Cashier

Value Village
03.2017 - 09.2017
  • Responsible for daily opening and closing of registers & performing money counts for 20+ cash drawers
  • Maintained thorough knowledge of products, sales, promotions, and holiday discounts to provide customers accurate pricing upon purchasing
  • Processed returns, credits, gift cards, and various forms of POS payments for customers and employees.

Employment Specialist

Goodwill Industries International
10.2014 - 03.2017
  • Managed caseload of 30+ underrepresented individuals to find employment through networking and building relationships with businesses in the community
  • Developed and implemented plans to assist individuals with disabilities and other barriers to independence prepare for, obtain and retain employment in the community
  • Cultivated relationships with the local businesses community to community to support the employment objectives of clients and to promote the mission of Goodwill
  • Worked with individuals to develop basic soft skills, appropriate problem-solving and coping mechanisms to aid in job retention by creating presentations and career readiness curriculum.

Resolution Specialists

Wal-Mart
05.2013 - 08.2014
  • Improved customer experience by overseeing three multi-faceted modular redesign projects on a weekly basis
  • Planned the succession of exiting associates at all levels through employee training and mentoring promising associates
  • Guaranteed compliance with company policies and procedures by holding hourly Associates accountable, maintaining quality assurance standards, developed, and implemented plans of action to correct insufficiencies
  • Drove financial performance of assigned area by ensuring sales and profit goals were achieved by identifying and delegating responsibilities for employees.

Education

Bachelors of Arts -

Art of Institute of Atlanta
06.2022

Skills

  • Equipment Configuration
  • Application Development
  • Business Analysis
  • Web Development
  • Project Management
  • Data Analytics
  • Root Cause Analysis
  • Problem-Solving
  • Project Planning
  • Oracle Certified Professional
  • Analytical Skills
  • Time Management

Technical Summary

Linux/Unix, Windows, MacOS, Salesforce, Zendesk, ServiceNow, Resource Management, Contract Management, Forecasting/Reporting, Negotiations, Project Management, Consulting

Timeline

Data Analyst

Salem Solutions
07.2023 - 02.2024

Office Manager

Firstline Homecare
07.2022 - 08.2023

IT Consultant

Comcast
01.2021 - 06.2022

Customer Service

Home Depot
03.2018 - 01.2021

Cashier

Value Village
03.2017 - 09.2017

Employment Specialist

Goodwill Industries International
10.2014 - 03.2017

Resolution Specialists

Wal-Mart
05.2013 - 08.2014

Bachelors of Arts -

Art of Institute of Atlanta

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Brianna Alexander