Briauna Bell
Glen Allen,VA
Summary
Active, goal oriented individual seeking an entry level position with a company that offers room for career growth.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Representative
T-Mobile
Richmond, VA
10.2021 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Improved resolution time with effective problem-solving for customer complaints.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Assistant Director
Bree's Playhouse Daycare
Richmond, VA
09.2019 - Current
- Assist the director with planning, managing, marketing, and directing a childcare program.
- Teach and monitor children when needed.
- Maintain center paperwork, keeping files on each child and proof of meeting government regulations.
- Supervise and evaluate teachers, provide mentoring and training to help teachers improve their skills.
- Work with the director and teachers to establish, evaluate, and revise curriculum.
Lead Teacher/Administrative Assistant
Bree's Playhouse Daycare
Richmond, VA
06.2010 - 10.2021
- Encouraging good behaviors through positive reinforcement.
- Establishes a safe play environment for children.
- Monitors each child and their educational progress.
- Provides a daily routine that is age appropriate for each child.
- Responds to incoming calls from parents, prospective parents, and other inquiries.
- Ensures that the center is well maintained according to state guidelines.
- Works directly with facility owner, and aides in managing day to day tasks.
Education
Diploma - Nursing Assistant
Hermitage High School
06.2013
Skills
- Teaching
- Early Childhood Education
- Customer service
- Active listening
- Critical thinking
- Relationship building
- Problem resolution
- Customer relations
- Data entry
- Call center experience
- Complaint handling
- Conflict resolution
- Computer proficiency
- Payment processing
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Call management
- Team development
- Administrative support
- De-escalation techniques
- Building rapport
Accomplishments
- I was given an award for being in the top 20% in the nation at t-mobile consecutively 3 months in a row in 2024
- Top P&L performer in 2023
- Top DDC performer in 2023-2024
Certification
- CPR & First Aid
Timeline
Customer Service Representative
T-Mobile
10.2021 - Current
Assistant Director
Bree's Playhouse Daycare
09.2019 - Current
Lead Teacher/Administrative Assistant
Bree's Playhouse Daycare
06.2010 - 10.2021
Diploma - Nursing Assistant
Hermitage High School