Summary
Overview
Work History
Skills
Timeline
Generic

Bryan Brawner

Aledo,TX

Summary

Service-oriented Customer Tech-Support Representative with nearly 2 years of experience in contact center operations, adept at resolving a broad spectrum of technical and service-related issues through phone, email, and online chat. Skilled in Word, Excel, and web-based applications, with proficiency in troubleshooting and a strong aptitude for electronics and technical systems. Exceptional communicator with active listening skills, keen attention to detail, and a proven ability to think critically and analytically. Consistently recognized for delivering solutions that enhance customer satisfaction and loyalty.

Overview

19
19
years of professional experience

Work History

Remote Customer Service Representative

ADT
04.2023 - 11.2023
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Collaborated with team members to ensure seamless communication regarding schedule changes, updates, and special requests.
  • Improved customer satisfaction with timely appointment confirmations, reminders, and rescheduling as needed.
  • Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.

Customer Technical Support Representative

Brinks Home Security
12.2020 - 10.2022
  • Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
  • Connected with customers to address questions and resolve issues through phone and email.
  • Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Retained existing clients by extending high quality and efficient support service.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Responded to telephone, email and text inquiries regarding security systems operation, use and repair.
  • Analyzed malfunction issues to identify troubleshooting methods needed for quick remediation.
  • Updated software and instructed customers on how to install hardware to resolve technical issues.
  • Assisted customers with product selection based on stated needs, proposed use and budget.
  • Accurately compiled and documented support interaction data in system for each customer encounter for future reference
  • Conducted enhanced support techniques via critical thinking and in-depth product research for recommending effective solutions to complex customer situations and issues

Night Laundry Attendant

Healthcare Services Group
01.2019 - 08.2020
  • Responsibilities: Sorting, washing, drying, and folding clothes..
  • Tracked inventory by counting and logging each piece of clothing processed by the laundry department.
  • Habitually met daily operational standards.
  • Routinely collected soiled clothing and other linens for inspection to determine stain sources and to identify items requiring special treatment.
  • Maintained safety practices at all times to protect personnel and laundry loads.
  • Operated laundry equipment and loaded machines, paying careful attention to capacity restrictions.
  • Set up wash and dry cycles with appropriate settings such as spin speed, temperature and cleaning agents.
  • Assisted with cleaning and maintenance of laundry equipment to keep machines in proper working order.
  • Established close personal connections with coworkers, contributing to a positive and collaborative work environment.
  • Frequently assisted management with cleaning and disinfecting all surfaces throughout the facility, even though it wasn't included in the job description.

Installation Technician

Texas PureH2O
07.2012 - 11.2017
  • Acknowledged necessity of prepping every water purifying unit at least 24 hours before scheduled installation.
  • Offered technical assistance and repair services to customers
  • Recommended products based on customer needs
  • Used and maintained high level of safety when using hand and power equipment for measuring, testing, and drilling of various types of installations.
  • Kept up to date with the current and relevant knowledge of all equipment, products and services to properly educate customers.
  • Collected customer signatures once installations and repairs were completed.
  • Used critical thinking and troubleshooting techniques to diagnose valve issues and implement effective and timely resolutions.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Offered friendly and efficient service to customers while still handling challenging situations with ease.
  • Developed and maintained courteous and effective working relationships.
  • Maintained professional working environment and enhanced productivity by keeping all areas neat and organized.
  • Removed old equipment from customers' homes and cleaned up areas to prepare for new installations.
  • Utilized pressure gauges and soap-and-water solutions to test tubing and tubing joints for leaks.
  • Appropriately fitted water tubing by identifying dimensions, sizes and shapes needed to replace faulty/worn out tuning.
  • Measured, threaded and cut materials to correct angles.
  • Cut and drilled holes in walls to permit passage of tubing.
  • Collected water samples to test alkalinity, hardness and residual levels.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.

Equipment/Sound Technician / Trey and

Tri
10.2004 - 02.2014
  • Prepared, packed and transported all required supplies and equipment for on-location events
  • Consistently arrived at the venue 30 minutes early to proactively seek out and greet clients and to offer assistance in lieu of any unanticipated conflicts that may have arisen
  • Assisted in determining the optimal setup for all necessary gear and audio equipment based on the specific requirements of each live event.
  • Set up soundboards, microphones, amplifiers, audio lines, monitors and speakers to satisfy live performance needs
  • Performed sound quality checks and front-of-house mixing to maintain company sound system.
  • Controlled microphones, sound levels and outputs to produce high-quality acoustics during performances.
  • Operated, maintained, and repaired PA systems, stage monitors, amplification equipment, and instrument and vocal reinforcement to ensure optimal sound quality.
  • Assisted employer/band front man in quickly identifying and resolving any issues before, during, and after performances.
  • Prepared for recording sessions by selecting and setting up microphones.
  • Maintained integrity of audio and support equipment and notified management of repair or replacement needs.
  • Achieved ability to work under pressure and multitask simultaneously

Skills

  • Detail Oriented
  • Telephone Support
  • Multitasking Abilities
  • Organizational Skills
  • Deductive Reasoning
  • Customer Service
  • Technical Support
  • Analytical Thinking
  • Documentation
  • Equipment Troubleshooting and Repair

Timeline

Remote Customer Service Representative

ADT
04.2023 - 11.2023

Customer Technical Support Representative

Brinks Home Security
12.2020 - 10.2022

Night Laundry Attendant

Healthcare Services Group
01.2019 - 08.2020

Installation Technician

Texas PureH2O
07.2012 - 11.2017

Equipment/Sound Technician / Trey and

Tri
10.2004 - 02.2014

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Bryan Brawner