Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Brianna Rowland

Portage

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Quality Facilitator

EPI Printers
06.2021 - 07.2024
  • Determined quality department standards, practices, and procedures.
  • Tracked quality issues with external customers, suppliers, and internal plant operations.
  • Applied coaching techniques and tools to support managers and team members in improving performance.
  • Developed quality planning for multiple new product launches by verifying customer requirements and implementing in design and production.
  • Established and tracked quality department goals and objectives.
  • Assured consistent quality of production by implementing and enforcing automated practice systems.
  • Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
  • Collaborated with audit clients and action owners to apply root cause analysis guidance and establish effective corrective action plans.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Demonstrated leadership skills in managing projects from concept to completion.

Package Delivery Driver

Amazon
11.2020 - 06.2022
  • Assessed customer drop-off locations to identify safest areas to leave packages, hiding packages behind pillars, beside furniture, or beneath doormats to prevent theft.
  • Delivered packages to customer doorsteps and business offices.
  • Picked up and delivered packages to and from customer locations according to schedule, maintaining accurate inventory of packages and delivery records.
  • Left notifications of attempted deliveries for packages requiring signatures, alerting recipients of scheduled future attempts or store location holding package for pick-up.
  • Completed on-time deliveries by choosing best and most efficient routes.
  • Operated vehicle safely in highly congested areas with no traffic violations.

Customer Service Representative

Bureau of Motor Vehicles
02.2019 - 11.2020
  • Responded to customer requests for products, services, and company information.
  • Implemented and developed customer service training processes.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Responded proactively and positively to rapid change.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Delivered prompt service to prioritize customer needs.

Customer Service Representative

Spencer's Gift Shop
01.2014 - 08.2018
  • Responded to customer requests for products, services, and company information.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Managed timely and effective replacement of damaged or missing products.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Responded proactively and positively to rapid change.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Cross-trained and provided backup support for organizational leadership.

Education

High School Diploma -

Franklin Community High School
Franklin, IN
05-2016

Skills

  • Critical thinking
  • Team collaboration
  • High-energy attitude
  • Positive and professional
  • Active listening
  • Time management
  • Complaint resolution
  • Punctuality and reliability
  • Creative problem solving

Certification

Previous ISO 9001:2015 Training

AIB Trained

Six Sigma Green Belt Certified

FSC Certified

Timeline

Quality Facilitator

EPI Printers
06.2021 - 07.2024

Package Delivery Driver

Amazon
11.2020 - 06.2022

Customer Service Representative

Bureau of Motor Vehicles
02.2019 - 11.2020

Customer Service Representative

Spencer's Gift Shop
01.2014 - 08.2018

High School Diploma -

Franklin Community High School

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Brianna Rowland