Brooke Bremiller
Ladson,SC
Summary
- Hardworking candidate skillful in providing excellent customer service. Proven track record of resolving customer issues in a timely manner while upholding the highest standards of customer satisfaction. Extensive experience in using multiple communication channels including phone, email, and web chat. Strong interpersonal skills and an ability to lead and motivate a team to success. Proven ability to quickly assess customer needs and provide appropriate solutions. Skilled in resolving customer issues, managing customer relations, and providing detailed product knowledge. Eager to rapidly acquire new skills and knowledge.
Overview
6
6
years of professional experience
Work History
Lead Universal Specialist
KeyBank National Association
Ladson, SC
04.2019 - Current
- Develop strong customer relationships and loyalty through effective communication.
- Utilize problem-solving techniques to identify solutions for complex customer inquiries.
- Service multiple different product types, such as loans, lines of credit, mortgages, CDs, as well as checking and savings accounts, through multiple digital channels.
- De-escalate problematic customer concerns, maintaining a calm and friendly demeanor.
- Perform training for new employees to better maximize client experience.
- Coordinated with other departments to ensure efficient workflow processes.
Third Key Holder
Goodwill
Cheektowaga, NY
04.2019 - 04.2022
- Exhibited strong organizational skills to ensure store operations ran smoothly and efficiently.
- Answered customer questions, addressed and de-escalated problems, and handled complaints in person and by phone.
- Engaged in sales, inventory taking, reconciling cash receipts, as well as managing a crew of 7-12 employees.
- Trained and supervised new employees to provide outstanding customer service and maximize sales.
- Analyzed financial data regularly to identify areas of improvement within the store's operation.
Debt Collector
Capital Link Management
01.2019 - 01.2021
- Advised customers of necessary actions and strategies for debt repayment.
- Conducted thorough interviews with debtors to verify financial status, analyze repayment options, and establish payment arrangements.
- Delivered customer service support by responding to customers' inquiries regarding an accounts receivable balance.
- Assisted new employees with training on skip tracing, as well as phone and servicing platforms.
- De-escalated clients' concerns and complaints by providing sympathy, understanding, and an action plan to better assist financial liabilities.
Education
High School Diploma -
Maryvale
Cheektowaga, NY06-2019
Skills
- Mortgage servicing
- Credit card servicing
- Digital servicing
- Loans servicing
- Fraud detection
- Online banking procedures and support
- Complaint resolution
- Follow-up skills
- Scheduling
- Call center procedures
- Training
- Excel
- Outlook
- Live chat support
- Customer service
- De-escalation
- Training new hires
- Leading
References
References available upon request.
Timeline
Lead Universal Specialist
KeyBank National Association
04.2019 - Current
Third Key Holder
Goodwill
04.2019 - 04.2022
Debt Collector
Capital Link Management
01.2019 - 01.2021
High School Diploma -
Maryvale
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