Brieanna Richardson
Houston,TX
Summary
Proven track record in enhancing customer satisfaction and streamlining project workflows, notably at Direct Energy. Expert in CRM software and adept at problem-solving, I have successfully led teams to exceed project deliverables while maintaining high-quality standards. My approach integrates technical troubleshooting with strategic marketing analytics, driving sales and improving service delivery. 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. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
16
16
years of professional experience
Work History
Customer Support Specialist
Direct Energy
2022.01 - 2024.08
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained and managed customer files and databases.
- Provided primary customer support to internal and external customers.
- Resolved concerns with products or services to help with retention and drive sales.
- Responded to customer calls and emails to answer questions about products and services.
- Collected vital information to support company and associates through interviews and data analysis.
- Researched and identified solutions to technical problems.
- Installed and configured operating systems and applications.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Tested new software and hardware prior to deployment.
- Offered assistance in implementing and developing training programs.
Project Coordinator
Farm Homes
2018.04 - 2022.01
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Maintained database and spreadsheets with accurate inventory and status.
- Kept corporate and client information confidential, adhering to data safety measures.
- Created job files for each project and maintained current data in each file.
- Tracked hours and expenses to keep project on task and within budgetary parameters.
- Sent newsletters and bulletins using MailChimp and dotmailer.
Project Manager
Farm Homes
2015.04 - 2018.04
- Achieved project deadlines by coordinating with contractors to manage performance.
- Identified plans and resources required to meet project goals and objectives.
- Met project deadlines without sacrificing build quality or workplace safety.
- Planned, designed, and scheduled phases for large projects.
- Managed projects from procurement to commission.
- Prepared and submitted project invoices for review and approval.
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Coordinated material procurement and required services for projects within budget requirements.
- Conducted market research to identify customer needs and preferences.
- Managed workflow between staff, coordinating documents, planning, and creative material distribution.
- Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.
- Utilized market trends and target audience statistics to effectively and appropriately market products.
Supervisor
CallSource
2013.01 - 2015.04
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Developed and implemented customer service policies to enhance satisfaction.
- Boosted team performance by developing customer service training materials and conducting service training.
- Solicited customer feedback to identify and improve on areas of weakness.
- Generated reports detailing findings and recommendations.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Developed effective improvement plans in alignment with goals and specifications.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Customer Service Representative
Texas Affluent Inc
2009.02 - 2013.01
- Responded to customer requests for products, services, and company information.
- Tracked customer service cases and updated service software with customer information.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed customer service policies and procedures to meet and exceed industry service standards.
Education
Associate of Arts -
University of Phoenix
Tempe, AZ01.2022
High School Diploma -
Worthing High School
Houston, TX06.2008
Skills
- Customer service excellence
- Support
- Live chat support
- CRM Software
- Technical Troubleshooting
- Ticket management
- Payment Processing
- Delivery Management
- Call Management
- System Maintenance
- Desktop support
- Application support
- Customer Response
- Salesforce
- Technology Integration
- Product Management
- Problem-Solving
- Product Development
- Software Development
- Project Scheduling
- Marketing Analytics
Timeline
Customer Support Specialist
Direct Energy
2022.01 - 2024.08
Project Coordinator
Farm Homes
2018.04 - 2022.01
Project Manager
Farm Homes
2015.04 - 2018.04
Supervisor
CallSource
2013.01 - 2015.04
Customer Service Representative
Texas Affluent Inc
2009.02 - 2013.01
Associate of Arts -
University of Phoenix
High School Diploma -
Worthing High School
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