Christina M. Browning
Columbus,OH
Summary
Customer Service professional with over 31 years of experience in a team-based Operations center and first-hand customer interaction. Strong conflict management skills and proven leadership abilities. Highly organized and detail-focused with an exceptional track record of accurately handling multiple tasks in a deadline-oriented environment. Ability to communicate effectively with all levels of the organization.
Overview
35
35
years of professional experience
Work History
Receptionist/Inside Support
RDP Foodservice
Columbus, OH
11.2015 - Current
- Greets and directs visitors
- Supports inside sales and Sales in processing orders into ERP/OMS system
- Issues direct credits or return authorizations upon the customer or sales consultants' request per the product return policy
- Assists in helping Finance sort paperwork, issue credits from driver paperwork, and scan paperwork into the system
- Email management to ensure all emails between certain groups have been answered and followed up on
- Driver call-in's reporting of service issues from driver paperwork
- Communicates frequently with the Operations Team daily to help resolve service issues daily
- Participation at the end of the day reporting process
- Back up for the inside sales team and the Multi-Unit group
- Responsible for vendor pick and stage/Fed-Ex requests/ Sales sample requests
- Responsible for answering the phones. Directs calls to appropriate parties
- Responsible for ordering, receiving, stocking, and distributing supplies
- Monitor and maintain office copiers, schedule service calls, and maintenance requests, and organize conference and meeting rooms
- Recommend process improvements and best practices, as necessary
Customer Service Representative
Lifestyle Communities/NEP
Columbus, OH
06.2010 - 11.2015
- Managing the successful delivery of positive customer service with customers
- Educating customers on energy consumption tips
- Perform general office duties such as maintaining general files, postage machine, greeting office visitors
- On-site visits to Lifestyle Communities
- Review and respond to applicant résumés and interviews with management
- Recommend process improvements and best practices, as necessary
- Processing payments over the phone and in-person
- Handling escalated customer service calls
Customer Service Representative
American Electric Power
Columbus, OH
07.2009 - 05.2010
- General customer service inquiries covering 11 states regarding utilities
- Processed new orders for service, cancellation, and meter installation
- Tracked updates on customer accounts regarding research requests, and payments Resolved mailed inquiries over the telephone or by letter
- Faxed statements to customers/ letters of credit
Call Feedback Specialist
Discover Card
Columbus, OH
08.1991 - 10.2008
- Resolved inquiries over the telephone regarding bank changes and sales, funds transfers, sales, and credits
- Maintained individual customer accounts as well as third-party accounts which included major companies
- Performed voice authorizations of credit over the telephone
- Resolved mailed inquiries and typed and faxed unique letters and/or documents
- Trained over 20 new and existing employees
- Updated and maintained records for employees regarding performance and other duties as assigned
- Handle daily incoming disputes, provided month end reporting to management
- Review accounts daily and provided updates on accounts
- Provided positive feedback to improve quality assurance
- Lead calibration sessions with teams and Senior staff
- Key Accounts
- Financial Institution
- Customer Service Disputes
Education
High School - College Preparatory
East High School
01.1988
Skills
- Office practices
- Customer service
- Call center experience
- Account management
- Data entry
- Telephone etiquette
- Independent work
- Document interpretation
- Email correspondence
- Teamwork
- Attention to detail
- Organizational skills
- Multi-tasking
- Typing speed
- Microsoft Windows
- Microsoft Programs
- ERP
- OMS systems
- Teams
- Sharepoint
Timeline
Receptionist/Inside Support
RDP Foodservice
11.2015 - Current
Customer Service Representative
Lifestyle Communities/NEP
06.2010 - 11.2015
Customer Service Representative
American Electric Power
07.2009 - 05.2010
Call Feedback Specialist
Discover Card
08.1991 - 10.2008
High School - College Preparatory
East High School