Christopher Brass

• Inspected and tested equipment, machinery and components to diagnose issues, recognize defects and determine appropriate repairs.
• Identified mechanical problems and determined best solutions for correction.
• Work closely with engineering staff to develop and implement process improvements.
• Maintain accurate records of work performed and materials used.
• Follow detailed instructions for assembly processes and document results accurately for BST and BSD equipment.
• Communicated issues to supervisor and helped develop solutions.
• Adhere to Intel Corporation’s policies and procedures.

• Greeted customers and listened closely to problems described to determine solutions.
• Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
• Trained, oversaw and mentored new team members to strengthen performance and job expertise.
• Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
• Resolved customer service issues using company processes and policies and provided updates to customers.
• Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
• Coached new team members on service techniques and provided scoring through quality assurance program.
• Escalated issues to proper supervisors when standard processes were not effective.

• Coached new team members on service techniques and provided scoring through quality assurance program which stayed at 98.5%
• Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes
• Offered advice and assistance to customers, paying attention to special needs or wants
• Completed weekly check runs, maintained accounting ledges by verifying and posting account transaction into accounting system
• Troubleshooting software applications, internal components
• Managed accounts payable and receivable
• Processed payments and documents such as invoices, journal vouchers, employee reimbursements, and statements
• Recommended, selected, helped locate and obtain out-of-stock product based on customer request
• Quickly, accurately answered customer questions, suggested effective solutions, resolved issues to increase customer satisfaction by 80%
• Fielded customer questions regarding available merchandise, sales, current prices, upcoming company changes.

• Provided accurate information about promotions, customer programs, and products, helping drive high customer retention
• Cross-trained and provided backup for customer service managers
• Facilitated inter-departmental communication to provide customer support effectively
• Utilize time management, effective problem solver and critical thinker working
• Troubleshooting mobile devices, activation with comcast receivers, technical and billing support
• Posted ACH / Credit Card payments in CSR customer accounts.

• Helped organize and develop a new process for employee evaluation which resulted in marked performance improvements
• Worked directly with customer service representatives, managers, and consumers to achieve new client growth
• Supported Chief Operating Officer with daily operational functions
• We analyzed departmental documents for appropriate distribution and filing
• Reviewed and analyzed repeated issues within operations and business management to solve problems and improve company outcomes
• Organized and trained, and regularly mentored associates on performance-oriented strategies and customer service techniques
• Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals
• Exceeded team goals and collaborated with staff members to implement customer service initiatives.

• Planned, directed, coordinated, and assigned staffing to meet aggressive production schedules
• Determined suitable crewing requirements, scheduled employees, and worked with Human Resources to meet changing production schedules
• Maintained and communicated daily productivity and shipment reports for all departments
• Immediately addressed all expired product dispositions
• Assigned appropriate manufacturing supervisor, assembler, and operator duties
• Organized and maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts
• Reduced inventory and monthly team labor hours by strategically updating processes and reorganizing operational workflows.

Data Analytics Research / Healthcare Informatics Summer 2021 President & Deans List 4.0, as of 2022

• Member of Honors Collegiate Society
• Member of Strayer Mentor
• Member of Phi Beta Kappa
• Dean's List 2021-Current