Brynn Anderson
Harrisburg,PA
Summary
Professional with experience that provides efficient problem resolution and customer satisfaction. Friendly and solution-oriented with over a decade of experience in service and support. Driven Customer Specialist committed to providing quality service and timely issue resolution. Proficient communicator and detail-oriented. Accustomed to working in stressful, high-volume call environments while providing efficient and accurate support.
Overview
8
8
years of professional experience
Work History
INR Customer Care Specialist
Philips (formerly Cardionet)
09.2020 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Verified accuracy of customer account information and updated when necessary.
- Took ownership of customers issues to follow problems through to resolution.
- Improved team performance by sharing knowledge and best practices with colleagues in regular training sessions and/ or chats,
- Collaborated with cross-functional teams to ensure seamless service delivery for customers.
- Accurately tracked and recorded customer interactions in across all platforms.
- Proactively identified areas for process improvement within the department, leading to increased efficiency and better use of resources.
Customer Support Representative
Walgreens
11.2019 - 08.2021
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Provided empathetic support for customers experiencing difficulties or dissatisfaction, resulting in improved loyalty.
- Utilized tools effectively to track customer interactions, maintain records, and provide personalized assistance when needed.
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
- Resolved technical issues for customers with clear explanations and step-by-step guidance.
- Researched and identified solutions to technical problems.
Technical Support Representative
Kelly Services
12.2018 - 04.2019
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Researched product and issue resolution tactics to address customer concerns.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Diagnosed and troubleshot hardware, software and network issues.
Technical Support Advisor
Conduent
02.2018 - 11.2018
- Guided customers through step-by-step solutions while maintaining clear communication and empathy throughout the interaction.
- Educated customers on product features and functionalities, empowering them with the knowledge needed for self-support when possible.
- Resolved technical issues for customers through phone, email, and chat support channels.
- Developed strong relationships with internal teams such as sales, development, or billing departments which led to efficient cross-functional collaboration.
- Participated in ongoing training sessions to stay updated on new technologies, products, and troubleshooting techniques.
- Monitored customer satisfaction metrics and adjusted support strategies accordingly for continuous improvement.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Diagnosed and troubleshot hardware, software and network issues.
Telemetry Monitor Technician
Bon Secours - Memorial Regional
01.2018 - 06.2018
- Improved workflow efficiency by maintaining up-to-date documentation on monitored patients, including rhythm strips and vital signs.
- Maintained strict adherence to hospital policies and procedures related to confidentiality, infection control, and safety protocols during daily activities.
- Managed multiple priorities effectively, balancing surveillance of multiple patients while also addressing urgent issues as they arose.
- Assisted nurses in providing quality patient care through accurate interpretation of cardiac rhythms and timely communication of changes.
- Fostered strong relationships with other members of the healthcare team by demonstrating professionalism, reliability, and excellent interpersonal skills at all times.
- Exhibited proficiency in utilizing various telemetry systems and software programs, adapting quickly to new technologies as needed to maintain high-quality patient monitoring services.
- Ensured accurate record-keeping for all monitored patients, facilitating timely interventions when necessary and promoting effective communication among healthcare team members.
- Promoted a positive work environment by actively participating in staff meetings and offering constructive feedback to improve overall department performance.
Customer Care Professional
Sykes Enterprises Inc.
12.2015 - 07.2017
- Collaborated with team members to improve overall performance, sharing best practices and pooling resources for optimal results.
- Managed high-stress situations calmly and effectively, diffusing tense interactions between customers and staff members when needed.
- Boosted customer retention levels by providing tailored recommendations for additional products or services that met their unique requirements.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
- Navigated multiple computer systems and applications to find information.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Education
Associate degree- General Studies -
St Louis Community College
05.2016
High School Diploma -
Ashbrook High School
01.2001
Skills
- Payment Processing
- Inbound Customer Service
- Problem Resolution
- Complaint Handling
- Call center experience
- Customer Service
- Appointment Scheduling
- Data Entry
- Order Processing
- Product Education
- First Call resolution
- Billing Adjustments and Refunds
Timeline
INR Customer Care Specialist
Philips (formerly Cardionet)
09.2020 - Current
Customer Support Representative
Walgreens
11.2019 - 08.2021
Technical Support Representative
Kelly Services
12.2018 - 04.2019
Technical Support Advisor
Conduent
02.2018 - 11.2018
Telemetry Monitor Technician
Bon Secours - Memorial Regional
01.2018 - 06.2018
Customer Care Professional
Sykes Enterprises Inc.
12.2015 - 07.2017
Associate degree- General Studies -
St Louis Community College
High School Diploma -
Ashbrook High School
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