Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Brionna Felter

Covina,CA

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Knowledgeable in tackling issues and concerns with poise.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Online Resale Entrepreneur

Self Employed
01.2018 - Current
  • Acquires new customers and expands base through successful promotional strategies and exceptional service and support
  • Sources merchandise through a variety of outlets
  • Determines merchandise pricing though research of its current market value
  • Prepares items to be listed online by washing, steaming and mending of mild imperfections
  • Photographs items to be listed online for sale
  • Conducts live sales
  • Processes payments
  • Processes shipping labels
  • Packages sales orders and schedules pick up of items
  • Handles customer complaints/return requests
  • Markets a multitude of desirable items across social media platforms to reach target demographic
  • Creates digital posters, social media content and other marketing collateral to drive growth and brand exposure
  • Coordinates budgets and financial operations to consistently meet business targets
  • Organizes regular inventory counts to keep records accurate and identify supply needs or loss points
  • Maintains financial and administrative controls, accurately tracking funds and keeping records current.

Assistant Property Manager

LORDON MANAGEMENT
10.2017 - 02.2018


  • Mastered the company database and violation processing system within 5 business days of training and begun working at my own desk within this time
  • Improved the turn around time for property managers violation notices and hearing response letters by 50%
  • Improved property managers record keeping system by developing more detailed spreadsheets and vehicle permit applications
  • Provided homeowners with exceptional customer service in person while processing their payments for vehicle permits, keys, and remotes.
  • Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
  • Resolved conflicts between tenants regarding noise, encroachments, and parking.
  • Kept accurate records of all resident and tenant correspondence.
  • Provided excellent customer service by promptly responding to inquiries and addressing grievances; resulting in increased tenant retention rates.
  • Attended staff meetings and took extensive notes to share with property manager.
  • Developed strong relationships with vendors, negotiating favorable contracts for cost-effective services.
  • Escalated major issues to property manager for immediate remediation.

Service Coordinator

Norm Reeves Honda Superstore
05.2017 - 11.2017
  • Personally developed a system for contacting and resolving guest complaints utilizing the dealership's automatic survey system resulting in a 10% monthly increase of the dealership's customer satisfaction score
  • Verified guests' eligibility status as the dealership liaison to the warranty companies
  • Coordinated with insurance companies to verify eligibility of the guests' collision claim as well as rental car coverage
  • Resolved customer complaints and concerns in absence of the dealership service manager.

Secretary/Executive Assistant

Athans Auto Enterprises
11.2012 - 02.2017
  • Personally oversaw over 45 claims per month as a liaison between clients and insurance companies resulting in approximately $95,000 in monthly repair work
  • Provided customer service via phone and email, in addition to being a constant face to face contact point within the office
  • Provided personal conflict resolution when completing customer follow-up calls
  • Troubleshot claims issues for customers in addition to facilitating timely insurance payments
  • Managed office email inbox
  • Managed office multi-line phone and voicemail system
  • Managed office supply flow
  • Intook customer vehicles upon delivery by client and/or tow company
  • First point of contact with both customers and insurance representatives both through phone and face to face communication.

Treasury Management Customer Service Specialist

East West Bank
07.2010 - 09.2012
  • Answered phones in the Treasury Management Commercial Customer Service Center
  • Responded to emails that came into the personal email as well as the customer service email inbox
  • Assisted clients with troubleshooting errors or issues with commercial online banking
  • Answered general questions on commercial accounts for both clients and internal branches
  • Completed documentation for clients
  • Helped to keep client files organized and filed accurately
  • Walked clients step by step through using our system and performing day to day tasks including but not limited to; wire transfers, book transfers, and ACH transactions
  • Provided world-class customer service by taking ownership of each client that called in or emailed me and by looking for a way to make each customer contact even better than the last
  • Worked independently to assist a portfolio of dedicated VIP clients with account maintenance including but not limited to; online banking set up/maintained, Treasury management product servicing, opening of new accounts, updating documentation, answering questions about service charges or other activity, place stop payments, process manual wire requests, process manual transfer requests, place and remove holds, waive or decrease fees, generate statements
  • Provided coverage to our customer service call center and assisted clients with any and all inquiries related to their business accounts and products they carry with our bank
  • Answered general questions on commercial accounts for both clients and internal branches via phone and email
  • Completed necessary business documentation for clients
  • Maintained clients' files and updated them as needed
  • Researched charges on clients' accounts and provide a refund where applicable
  • Provided training and retraining to commercial clients on treasury management products and services via phone, web, and in person.

Merchant Teller

Wells Fargo Bank
06.2009 - 06.2010
  • Provided exceptional customer service while processing merchant and consumer transactions including but not limited to deposits, withdrawals, payments, and cash advances
  • Maintained a 90% accuracy rate by balancing my drawer at the end of my shift and selling any cash overage to the vault as well as assisting with balancing the vault
  • Exceeded sales goals through identifying client needs at the teller window and provide a warm handoff to the business banker
  • Answered incoming calls from clients and assisted them with product information, over the phone transactions, and provided answers to general inquiries.

Key Holder/Sales Lead

Goodys Clothing
09.2008 - 03.2009
  • Increased employee morale by encouraging employees to contribute ideas or suggestions regarding policy, procedure, or department layout
  • Maintained the appearance of the department by managing displays and fixture layouts
  • Proficiently scheduled employees in assigned department to ensure proper coverage based on the needs of the store
  • Prepared and delivered night drop deposits to the local bank branch and accurately report deposit to store management
  • Provided support to my employees as a backup cashier as needed to maintain sales flow
  • Provided training to new hires on the sales floor and behind the register
  • Resolved customer complaints and discrepancies in the absence of the store and assistant store manager.

Education

Associate in Science (AS) in Psychology and Sociology -

Citrus College
Glendora, CA
05.2024

Skills

  • Customer Service Skills (8 years)
  • Online Sales
  • Office Management (4 years)
  • Microsoft Office (10 years)
  • Typing (10 years)
  • Behavior Management
  • Conflict Management
  • Strategic Thinking
  • Customer Relations
  • Decision-Making
  • Quality Assurance
  • Operations Management
  • Desktops, Laptops, and Mobile Devices

Certification

CPR Certification, I Have been certified previously and am willing to obtain valid certification upon hire.

Timeline

Online Resale Entrepreneur

Self Employed
01.2018 - Current

Assistant Property Manager

LORDON MANAGEMENT
10.2017 - 02.2018

Service Coordinator

Norm Reeves Honda Superstore
05.2017 - 11.2017

Secretary/Executive Assistant

Athans Auto Enterprises
11.2012 - 02.2017

Treasury Management Customer Service Specialist

East West Bank
07.2010 - 09.2012

Merchant Teller

Wells Fargo Bank
06.2009 - 06.2010

Key Holder/Sales Lead

Goodys Clothing
09.2008 - 03.2009

Associate in Science (AS) in Psychology and Sociology -

Citrus College

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Brionna Felter