Brianna Polanco
Houston,TX
Summary
Dynamic professional with a proven track record at Adroit, enhancing customer satisfaction and exceeding performance goals. Expert in CRM software and complaint handling, I thrive in team settings, demonstrating exceptional problem-solving and organizational skills. Achieved significant reductions in call duration,showcasing my ability to deliver results efficiently.
Overview
6
6
years of professional experience
Work History
Scheduling Specialist
Adroit
11.2023 - 07.2024
- Acted as first point of contact and set appointments for prospective clients.
- Increased schedule adherence through consistent monitoring and real-time adjustments as needed.
- Assisted in employee onboarding by developing comprehensive training schedules tailored to individual learning needs.
- Provided detailed information about available services and requirements.
- Documented calls and appointments using software.
- Resolved scheduling conflicts promptly, minimizing disruptions to daily operations.
Customer Service Routing Representative
Adroit
02.2023 - 06.2023
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
- Maintained up-to-date knowledge of company products, services, and policies to provide accurate information to customers.
- Participated in ongoing training sessions to stay current with industry trends, tools, and technology advancements within the field of customer service routing representation.
- Trained new hires on company procedures, systems, and customer service techniques for seamless integration into the team.
- Handled escalated customer concerns with professionalism, resulting in effective problem resolution.
- Consistently met or exceeded performance goals related to call handling time, customer satisfaction ratings, and issue resolution rates.
- Supported peers during high-traffic periods by taking on additional calls when needed.
- Reduced average call duration through efficient troubleshooting and problem-solving skills.
Sales
Genesis Jewelry
12.2018 - 05.2020
- Excellent communication skills, both verbal and written.
- Educated customers about proper care and maintenance practices for their jewelry purchases, ensuring long-lasting satisfaction.
- Boosted jewelry sales by providing excellent customer service and personalized product recommendations.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Education
High School Diploma -
Yes Prep Northbrook
05.2022
Skills
- Call center experience
- Complaint Handling
- CRM Software
- Multitasking Abilities
- Teamwork and Collaboration
- Problem-Solving
- Organizational Skills
- Data Entry
Timeline
Scheduling Specialist
Adroit
11.2023 - 07.2024
Customer Service Routing Representative
Adroit
02.2023 - 06.2023
Sales
Genesis Jewelry
12.2018 - 05.2020
High School Diploma -
Yes Prep Northbrook
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