Brianna Cox
Belton,SC
Summary
Highly organized individual with excellent communication skills.
Proficient in Microsoft Word and Excel.
10+ Years Customer Service
5+ Management Retail/ Food Service Industry
4+ Years Office Experience
4+ Years parts sourcing and Vendor Management
Types 65-70 WPM
Overview
11
11
years of professional experience
Work History
Service and Engagement Team Leader
Target
10.2019 - Current
- Implemented employee recognition programs that boosted morale and increased retention rates within the team.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Conducted regular reviews of operations and identified areas for improvement.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
Inbound Technical Support Specialist
Cinch
06.2015 - 10.2019
- Interpreted clients' needs and introduced services to fit specific requirements.
- Developed strong client relationships through consistent communication and attentive service.
- Process incoming telephone calls with service providers for claim approval with demonstrated proficiency in HVAC and a focus on driving quality repairs.
- Review and negotiate claim approvals to ensure that material costs and diagnosis are equitable and within the established guidelines.
- Accurately capture and record claim information into company systems
- Follow company guidelines, technical knowledge, and established processes to determine appropriate claim decision.
- Receive and process requests for claim approvals via incoming phone calls from service companies. Review and negotiate claim approvals and requests to ensure that materials and labor costs are equitable. Handle and/or assist other authorizers and department management with problematic or complex claims.
- Research and purchase parts and equipment for claims resolution. Accurately update and maintain parts and equipment data within the system.
- Responsible for completing assigned tasks from the daily task queue.
Frond Desk Clerk
Hometowne Suites
04.2013 - 09.2015
- Trained new staff members in customer service techniques and hotel operations.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Enhanced guest satisfaction by promptly and professionally addressing inquiries and concerns.
- Used internal software to process reservations, check-ins and check-outs.
- Maintained transaction security by verifying payment cards against identification.
- Prepared reports on guest satisfaction levels and other metrics.
Education
Real Estate
Tri County Technical College
Pendleton, SC10.2019
High School Diploma -
Charles E. Shea High School
Pawtucket, RI06.2011
Skills
- Microsoft Excel
- Customer Relationship Management (CRM)
- Customer Retention Strategies
- Problem-solving abilities
- Microsoft Outlook
- De-Escalation Techniques
- POS Systems and Ordering Platforms
- Key holder experience
- Escalation management
- Data Entry
- Scheduling
- Microsoft Office
Timeline
Service and Engagement Team Leader
Target
10.2019 - Current
Inbound Technical Support Specialist
Cinch
06.2015 - 10.2019
Frond Desk Clerk
Hometowne Suites
04.2013 - 09.2015
Real Estate
Tri County Technical College
High School Diploma -
Charles E. Shea High School
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