Bryan Locke
Buffalo,NY
Summary
Adept at managing high-stress situations, I enhanced customer satisfaction and resolved complaints with empathy at Firstsource Advantage. Skilled in customer service and problem-solving, I contributed to team success through effective call management and mentoring, demonstrating a commitment to continuous improvement and exceptional customer service
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Firstsource Advantage
12.2017 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Responded proactively and positively to rapid change.
Collector
Oracle Financial Group
06.2017 - 12.2017
- Collaborated with team members to achieve monthly targets, promoting a positive work environment and boosting overall productivity.
- Contacted customers to discuss payment schedules and set up or immediately process payments.
Fast Food Crew Member
Wendys Restaurant
11.2014 - 06.2015
- Worked front counter, drive-thru and other areas.
- Demonstrated exceptional multitasking abilities while managing multiple orders during busy shifts without compromising quality or service standards.
- Took orders, prepared meals, and collected payments.
- Managed cash register transactions accurately, ensuring proper handling of cash and credit card payments.
Education
N/A - Business
Alfred State
Alfred, NYSkills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience
- Complaint Handling
- Payment Processing
- Call Management
Accomplishments
During high school I was apart of the Varsity basketball team for three years. Each of the three years I was elected sportsmanship player of the year.
As a senior in High School I was selected in a small group to be a student ambassador in which we did many tasks such as ; Talk to younger kids, Have meetings discussing the school & how we can make it better etc.
Timeline
Customer Service Representative
Firstsource Advantage
12.2017 - Current
Collector
Oracle Financial Group
06.2017 - 12.2017
Fast Food Crew Member
Wendys Restaurant
11.2014 - 06.2015
N/A - Business
Alfred State
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