Brianna Jackson
Customer Service Support
Foley,Alabama
Summary
Innovative Call Center Representative with 2 years of experience providing excellent support to clients while building rapport. Adept in implementing problem-solving techniques for customer complaints and handling high call volume. Successful at maintaining high customer satisfaction ratings through friendly demeanor and assistance with additional customer questions.
Overview
5
5
years of professional experience
Work History
Housekeeper
Armstrong Cleaning Services
Fairhope, AL
01.2016 - 01.2017
- Carry linens, towels, toilet items, and cleaning supplies, using wheeled carts
- Clean rooms, hallways, lobbies, lounges, restrooms, corridors, elevators, stairways, locker rooms, and other work areas so that health standards are met
- Disinfect equipment and supplies, using germicides or steam-operated sterilizers
- Observe precautions required to protect hotel and guest property and report damage, theft, and found articles to supervisors
- Sweep, scrub, wax, or polish floors, using brooms, mops, or powered scrubbing and waxing machines
- Performing General Physical Activities
- Handling and Moving Objects
- Organizing, Planning, and Prioritizing Work
- Communicating with Persons Outside Organization
- Inspecting Equipment, Structures, or Material
- Experience with: Backpack vacuums, Dust mops, Housekeeping carts, Mop wringers, Sponges, Spray bottles, Squeegees, Toilet brushes, Trash bags, Wet-dry vacuums
- Worked on cleaning team to service hotels, offices and other commercial buildings.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Disposed of trash and recyclables each day to avoid waste buildup.
Cashier/Sales Associate
Sams Club
Mobile, AL
07.2016 - 07.2017
- Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change
- Receive payment by cash, check, credit cards, vouchers, or automatic debits
- Issue receipts, refunds, credits, or change due to customers
- Cash checks for customers
- Sell tickets and other items to customers
- Assisting and Caring for Others
- Selling or Influencing Others
- Handling and Moving Objects
- Resolving Conflicts and Negotiating with Others
- Organizing, Planning, and Prioritizing Work
- Experience with: Belt conveyors, Cash registers, Credit card readers, Desktop computers, Electronic cash registers, Electronic funds transfer EFT terminals, Handheld bar code scanners, Personal computers,
- Stationary bar code scanners
- Collaborated with sales floor maintenance personnel to quickly address health and sanitation issues.
- Helped customers complete purchases, locate items and join reward programs.
Production Worker
Flower wood
Loxley, AL
07.2017 - 12.2017
- Distribute production schedules or work orders to departments
- Arrange for delivery, assembly, or distribution of supplies or parts to expedite flow of materials and meet production schedules
- Examine documents, materials, or products and monitor work processes to assess completeness, accuracy, and conformance to standards and specifications
- Communicating with Supervisors, Peers, or Subordinates
- Identifying Objects, Actions, and Events
- Coordinating the Work and Activities of Others
- Provide Consultation and Advice to Others
- Handling and Moving Objects
Secretary
Williams, Harris & Associates
Mobile, AL
01.2018 - 08.2018
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Updated spreadsheets and created presentations to support executives and boost team productivity.
- Offered technical support and troubleshot issues to enhance office productivity.
- Screened visitors and issued badges to maintain safety and security.
- Maintained office supplies inventory by checking stock and ordering new supplies.
- Drafted agendas, recorded minutes and generated documents to facilitate meetings.
- Reviewed and balanced daily bank deposits and deposit report.
- Updated spreadsheets and databases to track, analyze and report on performance and sales data.
- Handled daily scheduling tasks and provided administrative support for entire department.
- Provided onboarding and training for new support staff.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Answered multi-line phone system and enthusiastically greeted callers.
- Organized envelopes, postage and mail correspondence for staff and leadership.
- Recorded daily financial transactions using Quickbooks and handled payments of accounts.
- Entered data into system and updated customer contacts with information to keep records current.
Inventory Associate
RGIS
, AL
09.2018 - 10.2018
- Record or oversee recording of information to ensure currency of engineering drawings and documentation of production problems
- Communicating with Supervisors, Peers, or Subordinates
- Analyzing Data or Information
- Documenting/Recording Information
- Controlling Machines and Processes
- Handling and Moving Objects
- Performing for or Working Directly with the Public
- Experience with: Data acquisition software, Logic programming software, Modular arrangement of predetermined time standards software MODAPTS
- Tax Preparer
Call Center Customer Service Representative
Alorica
Saraland, AL
01.2019 - 04.2020
- Responded to customer comments and questions via LiveChat during shifts.
- Resolved concerns with products or services to help with retention and drive sales.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Maintained and managed customer files and databases.
- Attended telephone skills and program information training sessions to boost aptitude.
- Documented and detailed calls and complaints using call center's CRM database.
- Answered over 30-50 calls per shift to meet fast-paced call center demands.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Approved and terminated customer contracts upon request.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Addressed customer account discrepancies and concerns.
- Detailed payment options and explained price, receipt and billing details to customers.
Cashier/Customer Service
Goodwill Industries
Saraland, AL
01.2021 - 12.2021
- Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change
- Receive payment by cash, check, credit cards, vouchers, or automatic debits
- Issue receipts, refunds, credits, or change due to customers
- Resolved customer complaints and maintained clean and tidy checkout area.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Enabled customers to feel welcomed, important and appreciated by answering questions about products sold throughout store.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Set up new sales displays each week.
Education
High School Diploma -
Fairhope High School
Fairhope, AL 05.2015 - 05.2015
Skills
Microsoft Office (2 year)
Microsoft Word (2 year)
Excel (2 year)
Organizational Skills (7 years)
Customer Service (7 years)
Cleaning Experience (2 year)
Money Handling (5 years)
Basic Math (10 years)Basic Computer Skills (10 years)Communications (5 years)
Data Entry (3 years)SalesCash RegisterFilingHousekeepingTime ManagementWordRetail salesData AnalysisMicrosoft AccessMicrosoft ExcelComputer literacyEnglish (10 years)Visual BasicTyping (20-30 wpm)
Customer support
Call center operations
Quality assurance
Answering questions
Verbal and written communication
Technical Support
Gathering information
Calm disposition
Inbound phone calls
Customer service optimization
Client communication
Documentation and reporting
Problem-solving skills
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Life is made up of a series of judgments on insufficient data, and if we waited to run down all our doubts, it would flow past us.
Learned Hand
Timeline
Cashier/Customer Service
Goodwill Industries
01.2021 - 12.2021
Call Center Customer Service Representative
Alorica
01.2019 - 04.2020
Inventory Associate
RGIS
09.2018 - 10.2018
Secretary
Williams, Harris & Associates
01.2018 - 08.2018
Production Worker
Flower wood
07.2017 - 12.2017
Cashier/Sales Associate
Sams Club
07.2016 - 07.2017
Housekeeper
Armstrong Cleaning Services
01.2016 - 01.2017
High School Diploma -
Fairhope High School
05.2015 - 05.2015