Summary
Overview
Work History
Education
Skills
Timeline
Generic

Brianna Gayle

Jacksonville,FL

Summary

Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.

Overview

7
7
years of professional experience

Work History

Storage Specialist

Storage Rentals Of America
02.2023 - Current
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Processed debit and credit card payments.
  • Maintained high-quality standards through thorough knowledge of products, services, and company policies.
  • Help customers find the best unit that may fit their needs
  • Enhanced tenant satisfaction by promptly addressing concerns and resolving issues in a timely manner.
  • Increased property occupancy rates by effectively marketing available units and conducting thorough tenant screenings.
  • Completed final move-out with tenants by submitting a ticket to PM.

Command Center Specialist

Storage Rentals Of America
09.2023 - 02.2024
  • Monitored agents adherence and provided feedback and support.
  • Helped agents by answering questions they asked through chat and assisting them in resolving issues
  • discussed adherence with agents and how it impacted the business.
  • sent a weekly report on agent adherence to the manager.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Assisted supervisors with training for new employees.
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Improved overall Excel comprehension with targeted exercises and real-world examples.

Team Lead

Stellar Agency
06.2020 - 02.2022
  • Researches and resolves complaints to ensure customer retention and satisfaction.
  • Answers call inquiries regarding company product and service information.
  • Inbound Customer Resolution Specialist III helps handle difficult situations and assists in training lower-level contact center representatives.
  • Tracks questions and answers contact center system as well as updates or checks order status.
  • High-volume call centers
  • Inbound sales.
  • Documentation and reporting.
  • Keyboarding.
  • Written and oral communication.

Chat Specialist

Gubagoo
05.2019 - 06.2020
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems quickly and efficiently.
  • Scored in top 10% of employees in successful resolution of issues.
  • Developed reputation as an efficient service provider with high levels of accuracy.
  • Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
  • Adhered to appropriate legal scripting when required.
  • Provided excellent customer service and ensured customer satisfaction.
  • Maintained excellent attendance record, consistently arriving to work on time.

Front Desk Receptionist

MD Now Urgent Care
01.2018 - 05.2019
  • Remained aware of provider schedules and scope of practice on evolving basis to organize and schedule appropriate care.
  • Used computer programs and registration systems to schedule patients for routine and complex procedures.
  • Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
  • Provided ample support to team members, providing creative solutions to complex challenges regarding scheduling, conflict resolution and medical care.
  • Fielded concerns surrounding patients and care, liaising between physician, patient and insurance company.
  • Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing.
  • Coordinated front office duties, including customer service, patient scheduling and billing
  • Improved timely payment of bills by developing flexible payment plans for patients.
  • Located, checked in and pulled medical records for patient appointments and incomplete charts.
  • Organized patient files and streamlined operations to improve efficiency.
  • Received, recorded and addressed incoming and outgoing communication via telephone and email.
  • All HIPPA rules were followed.

To-Go Cashier

Chili's Bar & Grill Restaurant
01.2017 - 02.2018
  • Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
  • Restocked, arranged and organized merchandise in front.
  • Operated cash register for cash, check and credit card transactions with 100% accuracy.
  • Processed POS transactions, including checks, cash and credit purchases or refunds.
  • Reviewed and resolved differences between accounting information and cash drawer.
  • Checked bills with counterfeit pens and examined coins to spot and refuse foreign currency.
  • Worked closely with line cooks to solve problems and handle customer concerns.
  • Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
  • Educated customers on promotions to enhance sales.
  • Promoted customer loyalty by efficiently handling food and service complaints.
  • Maintained clean, sanitized and well-organized food preparation zones.
  • Performed shift change tasks each day to keep store efficient and neat.
  • Cleaned walls, fans and drains in bakery coolers, display cases and work area.
  • Supported waitstaff and other team members in completing tasks.
  • Arranged food items on serving trays and placed in take-out packaging to produce orders for customers.

Education

High School Diploma -

Educators Inc Private Christian School
Rockledge, FL

Skills

  • Excellent Communication
  • Analytical Thinking
  • Problem Resolution
  • Computer Skills
  • Friendly, Positive Attitude
  • Customer Relations
  • Queue management
  • Remote Office Availability
  • Written Communication
  • Empathy Display
  • Patience and Tolerance
  • Typing Speed
  • Training and mentoring
  • Management interaction

Timeline

Command Center Specialist

Storage Rentals Of America
09.2023 - 02.2024

Storage Specialist

Storage Rentals Of America
02.2023 - Current

Team Lead

Stellar Agency
06.2020 - 02.2022

Chat Specialist

Gubagoo
05.2019 - 06.2020

Front Desk Receptionist

MD Now Urgent Care
01.2018 - 05.2019

To-Go Cashier

Chili's Bar & Grill Restaurant
01.2017 - 02.2018

High School Diploma -

Educators Inc Private Christian School

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Brianna Gayle