CienCA Bryant
Richardson,TX
Summary
Seeking a Customer Support role with 17 years of experience in customer service and conflict resolution. Skilled in telephone and email etiquette, active listening, and maintaining detailed customer records. Excelled in roles requiring direct customer engagement and problem-solving, ensuring high levels of satisfaction and loyalty.
Overview
16
16
years of professional experience
Work History
Customer Support Specialist
TaxAct
01.2025 - Current
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
Customer Service Representative
CWoods
11.2022 - 06.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Dispatcher
Tk Elevator
10.2020 - 11.2022
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of [Number] fleet vehicles.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
City Carrier Assistant
USPS
12.2016 - 10.2020
- Efficiently managed time and resources to ensure timely completion of route assignments while meeting delivery standards.
- Adhered to safety protocols when handling hazardous materials or heavy packages in accordance with USPS guidelines.
- Provided exceptional customer service by assisting customers with questions about postage rates, mailing regulations, and package guidelines.
- Handled sensitive materials such as registered or certified mail with care, ensuring proper documentation and prompt delivery.
Correctional Officer
TDCJ Beto Unit
07.2009 - 12.2016
- Managed high-risk situations with professionalism and composure, ensuring the safety of all involved parties.
- Searched cells of inmates to identify and confiscate contraband and other prohibited items.
- Maintained inmate safety through vigilant monitoring of behavior and swift intervention during conflicts.
- Reduced instances of contraband by thoroughly searching inmates, cells, and common areas.
- Conducted routine and emergency head counts.
- Escorted inmates to and from cells, court, hospitals, and medical appointments.
Education
Diploma -
Malakoff High School
Malakoff, TX05.2009
Skills
- Customer Service
- Communication Skills
- Computer Literacy
- Time Management
- Guest Services
- Documentation Review
- Microsoft Word
- Microsoft Excel
- Leadership
- Materials Handling Experience
- Data Entry
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- CRM software
- Data entry
- Help desk support
- Call center experience
- Conflict resolution
- Live chat support
- Ticket management
- Quality assurance
- Product knowledge
- Active listening
- Payment processing
- Social media support
- Time management
- Empathy and patience
- Adaptability and flexibility
- Verbal and written communication
- Email communication
- Issue troubleshooting
- Remote support tools
- Stress management
- Email management
Timeline
Customer Support Specialist
TaxAct
01.2025 - Current
Customer Service Representative
CWoods
11.2022 - 06.2024
Dispatcher
Tk Elevator
10.2020 - 11.2022
City Carrier Assistant
USPS
12.2016 - 10.2020
Correctional Officer
TDCJ Beto Unit
07.2009 - 12.2016
Diploma -
Malakoff High School
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