Brianna Kennedy
Portsmouth,VA
Summary
Detail-oriented team player with strong customer service and organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Remote Customer Service Rep
American Customer Care
2023.06 - 2023.12
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
- Expedited issue resolution with efficient multitasking and prioritization of multiple chat conversations simultaneously.
- Boosted customer retention, maintaining a professional and empathetic tone throughout all interactions.
- Managed approximately 30-60 incoming calls, emails and chats per day from customers.'
- Achieved high levels of customer satisfaction by consistently meeting or exceeding response time targets.
- Conducted thorough research to provide accurate information, ensuring prompt resolution of customer concerns.
- Reduced escalations to higher-level support teams by successfully addressing customers'' issues at the first point of contact.
- Promoted upselling opportunities where appropriate while remaining focused on delivering exceptional service within each interaction.
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Implemented time-saving techniques that allowed more efficient handling of high call volumes during peak periods.
- Connected with customers to address questions and resolve issues through phone, email and chat.
- Resolved technical issues for customers with clear explanations and step-by-step guidance.
Customer Advocate
FREEDOM MORTGAGE
2015.01 - 2022.05
- High speed call center
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Collaborated with team members to ensure consistent high-quality service delivery across the organization.
- Developed strong relationships with clients, promoting trust and loyalty through excellent service.
- Conducted thorough research to provide accurate information and resolve complex issues for customers.
- Trained new employees on company policies, best practices, and strategies for maintaining exceptional customer relations.
- Provided timely support during high-traffic periods, ensuring all customers received prompt assistance and resolution of issues.
- Maintained comprehensive records of all client interactions, allowing for efficient follow-up and enhanced overall service quality.
- Served as a liaison between clients and internal departments to facilitate seamless coordination of efforts towards meeting client objectives.
- Evaluated problematic loans that had issues with closing .
- Coordination with Government agencies (FHA, VA, USDA) to resolve cases with any discrepancies
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Cross-trained and provided backup support for organizational leadership.
- Maintained and followed up on pipelines on a daily basis that range from 20-60 loans.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Ensuring borrowers are contacted every 2-3 business days or as updates become available .
- Communicating with customers to update them on the status of their loan.
- Facilitation of weekly team meetings with associates to maintain team goals, while maintain high team moral in a call center environment.
- Maintaining Quality Assurance to determine if loans are valuable to company processing.
- Reviewed income documents to determine if customer is income qualified for loan
- Working with the consumer to obtain documents from 3rd party companies to complete their loan application .
- Escalations for failed closings
CUSTOMER SERVICE REP
HEAT-N-AIR GUYS
2017.01 - 2018.01
- Work at home position making inbound/outbound calls scheduling appointments
- Communicated with customers to schedule appointments for their heating /cooling issues
- Scheduled emergency appointments
- Set up meetings for management per their schedule
- Improved response times by efficiently prioritizing and dispatching emergency calls.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Facilitated smooth transitions between shifts by properly documenting unresolved calls and ongoing incidents.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Maintained professional relationship with shippers, receivers and drivers to increase trust, reliability and rapport.
- Processed invoices and payments for dispatched orders to provide proof of transaction.
- Answered phone calls and responded to customer emails.
- Monitored and tracked dispatch communication systems.
- Provided customers with information on products and services.
COMMUNITY SUPPORT MANAGER
ALLIES INC
2009.01 - 2014.01
- Managed a group home for individuals with mental and or developmental disabilities.
- Conducted staff meetings
- Developed and implemented training programs for staff.
- Trained and scheduled employees
- Managed budgets responsibly, ensuring efficient use of funds while maintaining high-quality service delivery standards.
- Fostered strong relationships with clients, providing compassionate assistance tailored to individual needs and circumstances.
- Provided leadership, guidance and support to staff members.
- Ensured all OSHA, HIPAA and other guidelines were adhered to protect clients rights
- Communicated with division of developmental disabilities to ensure residents physical mental and emotional health was up to par.
- Worked with different group homes to assist in maintaining Quality Assurance while ensuring routine audits, files and licensing for state inspections.
- Developed an effective case management system, enabling efficient tracking of client progress and outcomes.
- Managed each resident's fiscal records.
- Completed hygiene, daily goals, and assisting residents in becoming more independent
- Improved staff retention rates by implementing professional development opportunities and fostering a positive work environment.
Education
High school diploma or GED -
CAMDEN COUNTY COLLEGE
01.2010
Skills
- Data Collection
- Scheduling
- Appointment Scheduling
- Complaint Resolution
- Call Management
- Critical Thinking
- Call Center Operations
- Conflict Resolution
- Technical Support
- Quality Control
- Customer Relations
- Order Fulfillment
- Call Center Experience
- Professional Telephone Demeanor
- Problem-Solving Abilities
- Quality Assurance Controls
- Microsoft Outlook
- Customer Service
- Live Chat Support
- Document Control
- Clerical Support
Certification
- Food Handler Certification, Present
- Customer Service, Present
Personal Information
Title: Customer service
Timeline
Remote Customer Service Rep
American Customer Care
2023.06 - 2023.12
CUSTOMER SERVICE REP
HEAT-N-AIR GUYS
2017.01 - 2018.01
Customer Advocate
FREEDOM MORTGAGE
2015.01 - 2022.05
COMMUNITY SUPPORT MANAGER
ALLIES INC
2009.01 - 2014.01
High school diploma or GED -
CAMDEN COUNTY COLLEGE
- Food Handler Certification, Present
- Customer Service, Present
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