Brice Watts
Lockhart
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. 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. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
12
12
years of professional experience
Work History
General Clerk
Internal Revenue Service, IRS
11.2022 - Current
- Supported team members with various administrative tasks, contributing to a well-functioning office environment.
- Ensured confidentiality of sensitive information by adhering to company policies regarding document handling procedures and data protection protocols.
- Improved data accuracy by diligently maintaining records and updating information in databases.
- Assisted with financial tasks including invoice processing, expense tracking, and budget preparation to maintain accurate financial records.
- Contributed to a positive work environment through excellent interpersonal skills and collaborative teamwork efforts.
- Decreased errors in documents through thorough proofreading prior to distribution or submission internally or externally.
- Processed incoming and outgoing mail and packages according to established procedures.
- Purchased and maintained office supplies.
- Edited and proofread documents for accuracy and completeness.
Customer Service Representative
Concentrix
03.2016 - 04.2017
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Provided information regarding charge accounts and loyalty programs.
- Answered constant flow of customer calls with minimal wait times.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
- Applied highly effective selling skills while properly engaging and presenting solutions to customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Increased efficiency and team productivity by promoting operational best practices.
- Effective liaison between customers and internal departments.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Optimized customer support by establishing collaborative service environment.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Met customer call guidelines for service levels, handle time and productivity.
- Promptly responded to inquiries and requests from prospective customers.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Facilitated inter-departmental communication to effectively provide customer support.
- Maintained up-to-date knowledge of product and service changes.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Delivered prompt service to prioritize customer needs.
Restaurant Associate
Whataburger
08.2015 - 12.2016
- Discussed menu items with customers and suggested promotional items to increase sales.
- Stocked condiments, filled specialty machines with drink mixes, and prepped fryer items to prepare for peak hours.
- Processed multiple menu items on grill area to replenish warmers and labeled with times.
- Operated headset to take orders from drive-thru and entered into POS system directing them to pull forward to collect payment.
- Conducted hourly rounds to wipe tables, stock utensils, and sweep floor to maintain cleanliness of eating area.
- Gathered hot menu items to fill orders for consumers with proper tray presentation.
- Trained new employees in operational procedures and modeled duties for front and back house positions.
- Assembled salad bases ahead of peak times and placed in refrigeration unit.
- Assembled menu items in grill area and monitored warmers to restock inventory.
- Greeted customers at front counter to answer questions and input meal orders into POS system.
- Placed order items in bag for drive-thru window delivery with speed and accuracy.
- Counted cash drawer before shift and balanced at end of shift to reconcile sales.
- Provided attentive service and proactively assessed guest needs.
- Engaged in suggestive selling and other sales techniques.
- Checked dining area supplies of linens, wrapped silverware and replenished low stock.
- Delivered exceptional guest experiences through attentive service and quick response to issues.
- Monitored temperature of cases, shelves and storage areas and reported failures to manager.
- Monitored dining room inventory and replenished as necessary.
- Assisted customers with carry-out service.
- Assisted wait staff with timely food delivery and guest requests.
Restaurant Associate
Mad Jack's BBQ Shack
04.2012 - 01.2015
- Discussed menu items with customers and suggested promotional items to increase sales.
- Stocked condiments, filled specialty machines with drink mixes, and prepped fryer items to prepare for peak hours.
- Processed multiple menu items on grill area to replenish warmers and labeled with times.
- Conducted hourly rounds to wipe tables, stock utensils, and sweep floor to maintain cleanliness of eating area.
- Gathered hot menu items to fill orders for consumers with proper tray presentation.
- Trained new employees in operational procedures and modeled duties for front and back house positions.
- Assembled menu items in grill area and monitored warmers to restock inventory.
- Greeted customers at front counter to answer questions and input meal orders into POS system.
- Placed order items in bag for drive-thru window delivery with speed and accuracy.
- Counted cash drawer before shift and balanced at end of shift to reconcile sales.
- Provided attentive service and proactively assessed guest needs.
- Engaged in suggestive selling and other sales techniques.
- Set up advertising signs and displays on shelves, counters and tables.
- Checked dining area supplies of linens, wrapped silverware and replenished low stock.
- Offered product samples, answered questions and helped customers find items.
- Delivered exceptional guest experiences through attentive service and quick response to issues.
- Monitored temperature of cases, shelves and storage areas and reported failures to manager.
- Monitored dining room inventory and replenished as necessary.
- Assisted customers with carry-out service.
Education
High School Diploma -
Lockhart High School
Lockhart, TXSkills
- Ul>
- Complaint resolution
- P>Creative problem solving
- P>Multi-line phone talent
- P>Service standard compliance
- P>CRM
- P>Professional telephone demeanor
- P>Administrative support
- P>Technical Support
Additional Information
During intermittent gaps in employment I have been my older sisters caretaker as she has battled with her illness. My sister had a serious surgery and to date deals with serious complications and change in her lifestyle. During gaps I provided the following:
General care, household duties, pet care, managing household finances, preparing specialized meals and medication control.
Provided support for daily living (ADL) such as meal preparation, dressing, grooming, medication monitoring, transportation and
Providing support for physical and emotional well-being, following a care plan and noticing any changes in the individual’s health, recording and reporting any differences. Provide emotional support: being a stable companion and supporter in all matters personal, health-related and emotional.
Provided personal supervision: providing constant companionship and general supervision. Basic food preparation: preparing meals, shopping, housekeeping, laundry, and other errands. General health care: overseeing medication and prescriptions usage, appointment reminders and administering medicine.
Timeline
General Clerk
Internal Revenue Service, IRS
11.2022 - Current
Customer Service Representative
Concentrix
03.2016 - 04.2017
Restaurant Associate
Whataburger
08.2015 - 12.2016
Restaurant Associate
Mad Jack's BBQ Shack
04.2012 - 01.2015
High School Diploma -
Lockhart High School
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