Brianna Ellis
Lorain
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
Work History
Customer Service Cashier
Discount Drug Mart
10.2023 - 05.2024
- Resolved customer complaints and maintained clean and tidy checkout area.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Met customer service goals and exceeded customer expectations.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
Customer Service Representative
NexRep
03.2023 - 07.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Recommended products to customers, thoroughly explaining details.
- Used company troubleshooting resolution evaluate technical problems and find appropriate so lutions.
- Investigated and resolved customer inquiries and complaints quickly.
Crew Team Member
Angelina's Pizza
08.2022 - 12.2022
- Paid close attention to instructions from supervisor to complete tasks on time.
- Took orders, prepared meals and collected payments.
- Collaborated with team members to complete orders.
- Prepared products following restaurant, health, and safety standards and procedures.
Customer Service Representative
Bureau Of Motor Vehicles
05.2020 - 12.2020
- Provided primary customer support to BMV customers in fast-paced environment.
- Cashiering; data entry, processing drivers license ID cards and applications
- Verified various legal documents
- Processed payments and scheduled appointments
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Pre-Authorization - Claims Specialist
National Automotive Experts
03.2013 - 06.2015
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Mastery of customer service management systems and databases.
- Accurately documented, researched and resolved customer service issues.
- Effectively managed high-volume of inbound and outbound customer calls.
- Assisted customers with their warranty products while following agreement terms and guidelines.
- Met or exceeded company metrics every month.
Business Data Support Representative
Convergys
03.2012 - 02.2013
- Answered a constant flow of customer calls with over 100calls in queue per minute.
- Addressed and resolved customer complaints empathetically and professionally.
- Accurately documented, researched and resolved customer service issues.
- Mastery of customer service management systems and databases.
- Referred unresolved customer grievances to designated departments for further investigation.
- Resolved technical problems for customers by asking clear and specific questions.
Quality Assurance Specialist
Teletech
07.2011 - 01.2012
- Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
- Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
- Provided incentive to increase productivity by offering employees awards for best customer service.
- Prepared reports and communication for senior management and clients.
- Attended meetings with clients and management to discuss trends and ideas for improvement
Customer Service Representative
Teletech
02.2011 - 07.2011
- Answered constant flow of customer calls with up to 100 calls in queue per minute.
- Defused volatile customer situations calmly and courteously.
- Accurately documented, researched and resolved customer service issues.
- Mastery of customer service management systems and databases.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Referred unresolved customer grievances to designated departments for investigation
- Managed high call volume with tact and professionalism.
- Met or exceeded service and quality standards every review period.
Crew Trainer
McDonald's
10.2009 - 07.2011
- Communicated openly and honestly with management team during each shift to ensure it ran smoothly.
- Strictly followed all cash, security, inventory and labor policies and procedures.
- Cross-trained and coordinated scheduling with team members to ensure seamless service.
- Trained new hires on all products and procedures.
Crew Member
McDonald's
08.2008 - 10.2009
- Consistently provided friendly guest service and heartfelt hospitality.
- Promptly and empathetically handled guest concerns and complaints.
- Operated drive-through window and sales register quickly and efficiently.
- Maintained high standards of customer service during high-volume, fast-paced operations.
- Prepared all food orders within a 2-3 minute time frame.
- Followed food safety procedures according to company policies and health and sanitation regulations.
- Reported to each shift on time and ready to work.
- Reported to all shifts wearing neat, clean and unwrinkled uniform.
Education
High School Diploma -
Marion L. Steele
Amherst, OH2010
Skills
- Customer-oriented
- Active listening skills
- Skilled problem solver
- Motivated team player
- Skilled in call center operations
- Adheres to customer service procedures
- Strong problem solving aptitude
- Persuasive speaker
Timeline
Customer Service Cashier
Discount Drug Mart
10.2023 - 05.2024
Customer Service Representative
NexRep
03.2023 - 07.2023
Crew Team Member
Angelina's Pizza
08.2022 - 12.2022
Customer Service Representative
Bureau Of Motor Vehicles
05.2020 - 12.2020
Pre-Authorization - Claims Specialist
National Automotive Experts
03.2013 - 06.2015
Business Data Support Representative
Convergys
03.2012 - 02.2013
Quality Assurance Specialist
Teletech
07.2011 - 01.2012
Customer Service Representative
Teletech
02.2011 - 07.2011
Crew Trainer
McDonald's
10.2009 - 07.2011
Crew Member
McDonald's
08.2008 - 10.2009
High School Diploma -
Marion L. Steele
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