Brice Skaug
Phoenix,AZ
Summary
Dynamic professional with a proven track record in inbound customer service and problem resolution, honed across roles at Fiserv and other leading companies. Excelled in complaint handling and call center operations, enhancing customer satisfaction and operational efficiency. Skilled in Microsoft Office, adept at maintaining composure under pressure. Spearheaded a leadership development program, demonstrating exceptional leadership and technical prowess.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Care Representative
Fiserv
11.2020 - Current
- Managed high call volume with exceptional professionalism and efficiency.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Became Subject Matter Expert in several Lines of Business
- Selected and graduated from internal Leadership Development Program
- Stretch supervisor for 6 months and assisted in closing call center while being supervisor
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Navigated multiple computer systems and applications to find information.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
Security Guard
G4S Security Services
11.2018 - 04.2021
- Maintained a safe environment for staff and visitors through proactive surveillance and communication.
- Responded quickly to emergency situations to assess and deflect issues.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Completed full building and grounds patrols to spot and investigate concerns.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
Card Care Representative
Staffmark
12.2019 - 11.2020
- Researched issues and took appropriate action to resolve issues within turnaround time requirements and quality standards.
- Assisted in the development and implementation of training programs for new Care Representatives, resulting in improved job performance and retention rates.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Fraud Prevention Representative and Card replacement services for Financial institutions. which included Disputes and Issuing new cards.
- Digital Wallet representative for several Financial Institutions
Tech Lead Ambassador
Alclear LLC
06.2018 - 11.2019
- Reduced system downtime with proactive monitoring, timely troubleshooting, and efficient issue resolution.
- Enhanced team productivity by introducing agile methodologies, leading to more efficient project completion.
- Led cross-functional teams to innovate and deploy high-quality software solutions, meeting critical business needs.
- Created Work Schedules for Agents on floor
- Team lead for 12-14 people per day
Education
Heating, Ventilation, And Air Conditioning - HVAC
Patrick Henry Community College
Martinsville06.2016
High School Diploma -
Granger High School
West Valley City, UT08.1994
Skills
- Inbound Customer Service
- Data Entry
- Call center experience
- Complaint Handling
- First Call resolution
- Problem Resolution
- Documentation And Reporting
- Product Education
- Computer Skills
- Calm Under Pressure
- Microsoft Office
- Call Center Operations
Certification
- Universal HVAC License
- Certified A+
Languages
German
Limited Working
Timeline
Customer Care Representative
Fiserv
11.2020 - Current
Card Care Representative
Staffmark
12.2019 - 11.2020
Security Guard
G4S Security Services
11.2018 - 04.2021
Tech Lead Ambassador
Alclear LLC
06.2018 - 11.2019
Heating, Ventilation, And Air Conditioning - HVAC
Patrick Henry Community College
High School Diploma -
Granger High School
- Universal HVAC License
- Certified A+
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