Summary
Overview
Work History
Education
Skills
References
Timeline
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Brionna Morrow

Dallas

Summary

Support Advocate and Dispatch Professional with over 5 years of experience delivering outstanding support across fast-paced environments in industries including financial services and higher education. Adept at resolving customer issues with empathy and efficiency, leading teams, and improving response times and service quality. Proven track record in handling high call volumes, implementing quality assurance practices, and using CRM and dispatch tools like Salesforce, Zendesk, Towbook, and Avaya. Recognized for leadership, attention to detail, and ability to de-escalate conflict swiftly.

Overview

11
11
years of professional experience

Work History

Support Advocate / Leader on Duty

Genpact
Richardson
02.2022 - Current
  • Assisted customers in resolving billing inquiries, setting up payment plans, and disputing charges.
  • Educated customers on available payment support options during financial hardship.
  • Maintained confidentiality and compliance when handling sensitive account data.
  • Served as Leader on Duty, supervising team performance and providing escalation support.
  • Conducted quality assurance checks and coached peers on best practices.
  • Managed inbound and outbound calls, handling up to 100 calls daily with 95% accuracy.
  • Resolved 90% of customer inquiries on the first call, leading to high customer satisfaction.
  • Utilized Salesforce CRM to document interactions and manage case resolution.
  • De-escalated complex customer issues, resulting in a 90% satisfaction rating.
  • Exceeded monthly upselling goals, with a 20% customer conversion rate.
  • Reduced repeat customer calls by 20% through accurate and efficient issue resolution.

Dispatch Operator

Televista
Dallas
06.2019 - 01.2022
  • Coordinated emergency dispatch for roadside incidents, meeting 98% compliance with response targets.
  • Handled 100+ calls per shift, maintaining 95% accuracy in data entry and communication.
  • Optimized routes using mapping software, reducing response times by 15%.
  • Resolved disputes between drivers and customers to maintain satisfaction and service trust.
  • Trained and led a team of dispatchers, increasing team efficiency by 20% within six months.

Support Advocate

Texas Southern University
Houston
08.2014 - 06.2019
  • Provided front-line student support and resolved inquiries with a 90% first-contact resolution rate.
  • Managed high call volumes and addressed escalated concerns effectively.
  • Maintained and updated student records and tracked resolutions in CRM software.
  • Assisted with book purchases, document requests, and general university services.

Education

Bachelor of Arts - Education

Texas Southern University

Skills

  • CRM Tools: Salesforce, Zendesk, Jira
  • Call Center Systems: Avaya, Genesys
  • Office Tools: Word, Excel, QuickBooks, PowerPoint, Access, Outlook
  • Payment Assistance
  • Account Resolution
  • Communication
  • Customer Advocacy
  • Financial Hardship Support
  • Problem Solving
  • Time Management
  • Empathy
  • Compliance & Confidentiality
  • Conflict De-escalation
  • Data Accuracy
  • Team Collaboration
  • Decision Making

References

Available upon request

Timeline

Support Advocate / Leader on Duty

Genpact
02.2022 - Current

Dispatch Operator

Televista
06.2019 - 01.2022

Support Advocate

Texas Southern University
08.2014 - 06.2019

Bachelor of Arts - Education

Texas Southern University

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Brionna Morrow