Chatyra Brookins
Houston
Summary
Customer Service Representative skilled in conflict resolution and billing inquiries. Expertise in utilizing documentation to track escalation patterns and enhance service quality, ensuring accuracy in customer accounts and fostering positive experiences in high-stress situations.
Overview
8
8
years of professional experience
Work History
Call Center Escalation Specialist
AAA Auto Club
10.2023 - Current
- Resolved customer escalations with empathy and effective communication.
- Documented reports of escalations and resolutions to identify patterns and enhance service quality.
- Documented incident reports to track recurring problems and solutions.
- Utilized various software programs such as Salesforce to track escalations and document resolutions.
- Processed billing inquiries and resolved discrepancies to ensure accurate account information and enhance customer trust.
- Adjusted bills and issued refunds to address service and billing complaints.
- Answered customer inquiries regarding billings, payments, account status.
Processor
Nellis Auction
11.2022 - 10.2023
- Processed auction items for online listings in a fast-paced environment.
- Performed quality control checks on processed applications to minimize errors.
- Completed quality assurance testing on goods, ensuring compliance with quality standards.
- Monitored and adjusted production processes or equipment for quality and productivity
- Reviewed and verified item descriptions, ensuring accuracy and completeness for customer satisfaction.
- Checked incoming documents for accuracy and made notes of any issues.
- Coordinated inventory and cost-control programs, enhancing operational efficiency.
- Collaborated with managers to put the company's policies and goals into action
Order Fulfiller
Malouf Distribution Center
09.2020 - 11.2022
- Verified accuracy of inbound and outbound shipments, ensuring error-free order fulfillment.
- Took orders out of storage, wrapped them, and staged them for shipment
- Informed supervisors and coworkers of inventory requirements and double-checked supplies before completing customer orders
- Updated stock records and schedules to support inventory management and organization.
- Used scanning equipment to manage product inventory, track progress through the facility, and record production data
- Alternated goods in inventory using the first-in/first-out method to keep shelves organized and properly stocked
- Moved goods between warehouse locations based on shipment and storage requirements
- Utilized forklifts, cranes, and other equipment to streamline material movement, enhancing workflow efficiency.
Customer Service Representative
Alorica
07.2018 - 09.2020
- Answered customer calls promptly to avoid long wait times on hold
- Answered customer questions about available merchandise, sales, current prices, and upcoming company changes.
- Delivered exceptional customer experiences that fostered customer loyalty
- Resolved billing inquiries and managed equipment-related calls to enhance customer satisfaction
- Maintained a high level of professionalism and calmness with all personnel even in high-stress situations
- Promoted available products and services to customers during service, account management, and order calls
- Used a consultative sales approach to understand customer needs and make relevant recommendations
- Partnered with management to develop and implement proactive customer service solutions
Education
High School Diploma -
Tulare Western High School
Tulare, CASkills
- Salesforce
- Billing resolution
- Data entry proficiency
- Quality assurance testing
- Conflict resolution
- De-escalation techniques
- Documentation ac
- curacyDocumentation and reporting
- Follow-up procedures
Timeline
Call Center Escalation Specialist
AAA Auto Club
10.2023 - Current
Processor
Nellis Auction
11.2022 - 10.2023
Order Fulfiller
Malouf Distribution Center
09.2020 - 11.2022
Customer Service Representative
Alorica
07.2018 - 09.2020
High School Diploma -
Tulare Western High School