Byreesha fleming
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Social Security Adminstration
GS 8 STEP 4
04.2020 - Current
- Educated clients on eligibility requirements and application processes to enhance understanding and access to services
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes about benefit computations, overpayments, suspensions of benefits
- Facilitated resolution of customer inquiries regarding benefits and services, ensuring compliance with policy.
- Streamlined case management procedures, improving response time for client requests and enhancing service delivery.
- Responded to customer requests for products, services, and company information.
Lead Customer Service Representative
Social Security Adminstration
GS 9
06.2023 - 06.2024
- Mentored new staff on best practices in customer interaction, fostering professional growth and skill development.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Maintained high-quality standards by regularly monitoring calls and providing constructive feedback to team members.
Motor Vehicle Representative
Department of Motor Vehicles
03.2018 - 04.2020
- Assisted customers in navigating licensing requirements, enhancing overall satisfaction and compliance.
- Managed electronic records for vehicle transactions, ensuring data accuracy and security standards.
- Collaborated with team members to streamline workflow processes, reducing processing times significantly.
- Demonstrated strong attention to detail when examining identification documents presented during motor vehicle transactions, protecting against potential fraud or misrepresentation cases.
- Assisted customers in obtaining driver''s licenses by thoroughly reviewing applications and administering appropriate tests according to state regulations.
- Reduced wait times for customers by effectively managing appointment schedules and optimizing service delivery during peak hours.
- Contributed to a positive work atmosphere by actively participating in staff meetings, trainings, and performance evaluations.
- Processed payments for fines and fees, maintained accurate drawers, issued receipts, and updated account balances.
- Conducted exams and tests, graded responses and accurately determined licensing approvals and data verification.
Mail Carrier
United State Postal Service
01.2013 - 02.2016
- Delivered mail efficiently across designated routes, ensuring timely service to customers.
- Managed accurate sorting and distribution of mail using advanced postal equipment.
- Maintained high standards of customer service while addressing inquiries and concerns.
- Monitored delivery schedules and adapted routes to optimize efficiency during peak times.
- Trained new staff on mail processing procedures and safety protocols for operational excellence.
- Followed Postal Service policies and procedures to maintain integrity of mail and protect customer information.
- Obtains signatures for package deliveries as proof of delivery to avoid discrepancies.
- Upheld the integrity of sensitive materials by properly handling confidential documents, registered mail, and certified packages according to USPS regulations.
Education
High School Diploma -
Skyline High School
Oakland, CA06-2009
Skills
- Customer service
- Active listening
- Critical thinking
- Appointment scheduling
- Problem resolution
- Computer proficiency
- Conflict resolution
Timeline
Lead Customer Service Representative
Social Security Adminstration
06.2023 - 06.2024
Customer Service Representative
Social Security Adminstration
04.2020 - Current
Motor Vehicle Representative
Department of Motor Vehicles
03.2018 - 04.2020
Mail Carrier
United State Postal Service
01.2013 - 02.2016
High School Diploma -
Skyline High School