D'Angela Brown
Rankin,PA
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
16
16
years of professional experience
Work History
Customer and Dispatching Service Representative
Robert Half
04.2020 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
- Managed a high volume of incoming calls while maintaining composure under pressure, contributing to smooth operations.
- Coordinated emergency responses efficiently, ensuring prompt assistance for those in need.
- Kept detailed records of dispatch activities in compliance with company policies and regulatory requirements.
- Reduced call waiting times by efficiently managing high call volumes and utilizing effective multitasking techniques.
- Maintained strict confidentiality when handling sensitive information, adhering to both company policies and applicable laws.
- Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
- Provided backup support for other telephone operators during periods of high call volume, ensuring that all calls were handled efficiently and effectively.
Customer Service Representative (Temporary Assignment)
Kelly Services
02.2009 - 04.2020
- 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.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Hotel Receptionist
Omni Hotels
09.2019 - 03.2020
- Maintained a professional appearance of the front desk area by keeping it clean, organized, and well-stocked with necessary supplies.
- Provided exceptional customer service for a memorable stay, addressing guest inquiries and resolving issues promptly.
- Enhanced guest satisfaction by efficiently managing check-ins and check-outs at the hotel reception.
- Collaborated with housekeeping staff to ensure timely room availability and cleanliness for incoming guests.
- Completed late check-ins and directed guests to rooms and facilities.
- Continuously updated knowledge on local attractions, restaurants, and transportation options to provide relevant recommendations for guests seeking guidance.
- Managed cash transactions accurately, maintaining proper financial records for the reception area.
- Facilitated smooth transitions between shifts by conducting thorough handovers of pertinent information between colleagues.
- Preserved guest privacy and security through strict adherence to data protection policies when handling personal information or payment details.
- Developed strong rapport with guests through active listening, empathetic responses, and consistent follow-up on requests or concerns.
- Streamlined reservation processes by diligently organizing and updating booking information in the hotel management system.
Customer Service Representative
Columbia Gas
09.2014 - 12.2017
- Set up accounts for disconnecting, restoring, and transferring utility services.
- 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.
- Addressed and resolved customer complaints and answered subsequent customer service questions.
- Improved customer satisfaction by efficiently addressing and resolving utility service inquiries and concerns.
- Enacted overdue account collection procedures and negotiated adjusted payments through payment plans.
- Completed and updated residential and commercial utility records.
Customer Account Manager
Aaron's
11.2013 - 08.2016
- Collaborated with cross-functional teams to develop strategic plans for improving overall customer experience.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Evaluated customers' potential needs to make appropriate recommendations.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Tracked and maintained orders to guarantee prompt and successful delivery of merchandise to customers.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
Education
Associate's degree -
Community College of Allegheny County
Pittsburgh, PA05-2013
Skills
- Call center experience
- Dispatching experience
- Strong Organization
- Customer Relations
- Data Entry
- Goal-Oriented
- Escalation Handling
- Appointment Scheduling
- Payment Processing
- Typing Speed
- Customer Service
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Workauthorization
Authorized to work in the US for any employer
Availability
Available to interview/start ASAP
Languages
English
Full Professional
Timeline
Customer and Dispatching Service Representative
Robert Half
04.2020 - Current
Hotel Receptionist
Omni Hotels
09.2019 - 03.2020
Customer Service Representative
Columbia Gas
09.2014 - 12.2017
Customer Account Manager
Aaron's
11.2013 - 08.2016
Customer Service Representative (Temporary Assignment)
Kelly Services
02.2009 - 04.2020
Associate's degree -
Community College of Allegheny County
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