Danielle Brown
Cartersville,GA
Summary
Personable and dedicated Customer Service Representative with extensive experience in multiple industries. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Optum Serve
07.2020 - Current
- Supported operational improvements and resolution of problems to deliver top-notch customer service
- Managed high volumes of inbound and outbound calls in fast-paced environment to build, cultivate and establish lucrative client relationships
- Identified consumer needs, clarified information and researched issues to provide alternative solutions
- Displayed strong telephone etiquette, effectively handling difficult calls.
Human Resource Assistant/Customer Service
UPS Corporate Headquarters
07.2019 - 07.2020
- Created, organized and maintained employee personnel files to keep sensitive data secure
- Developed job postings, recruited candidates and scheduled interviews to fill vacant positions
- Conducted employment verification and background investigation to facilitate hiring process
- Reviewed and processed payroll-related actions to drive data accuracy and comply with company policy and federal and state regulations
- Scheduled appointments, meetings and conferences with employees to discuss and mitigate personnel issues
- Assisted with employee termination process to drive consistency and reduce discrimination claims.
Customer Service/Data Entry Specialist
Avail Vapor
01.2019 - 07.2019
- Answered incoming calls and offered highest level of professionalism and knowledgeable service to every customer
- Documented conversations with customers to track requests, problems and solutions
- Filed completed customer orders to begin processing and facilitate smooth shipments
- Displayed strong telephone etiquette, effectively handling difficult calls
- Handled client inquiries with exceptional professionalism and enthusiasm.
Customer Service
UPS Call Center
11.2018 - 01.2019
- Resolved complex customer issues by identifying source of customer's issue and resolving in timely manner
- Provided exceptional listening skills to obtain information and avoid misunderstandings
- Assisted customers with questions and resolution of issues to maintain high satisfaction ratings
- Created and maintained customer accounts while providing exceptional service and support
- Contacted customers to assess needs and deliver solutions.
Customer Service Rep
Allianz Insurance
08.2018 - 11.2018
- Assisted with mail and filed documentation
- Assisted carriers with proper paperwork, distributed mail, and sorted out international documentation from US documents
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Upheld strict quality control policies and procedures during customer interactions
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Customer Service & Administrative Support
XPO Logistics
03.2017 - 05.2018
- Resolved complex customer issues by identifying source of customer's issue and resolving in timely manner
- Built and maintained excellent professional relationships with key contacts to obtain potential leads
- Contacted customers to assess needs and deliver solutions
- Created and maintained customer accounts while providing exceptional service and support.
Recruiter
Surge Staffing
12.2013 - 03.2015
- Recruited varying levels and disciplines of talent to provide clients with robust pipelines and/or filled open jobs with quality individuals
- Utilized various recruiting methods and sources to locate and attract top talent
- Partnered closely with client liaisons and hiring managers to understand the client culture, value proposition, position criteria and successful candidate specifications
- Communicated duties, compensation, benefits and working conditions to all potential candidates, enabling better understanding of job expectations
- Brought in well-qualified, multifaced job candidates to fill open positions
- Trained and mentored newer recruiters in successful strategies for areas such as interviewing and qualifying candidates.
- Developed and implemented onboarding and orientation programs for new employees.
- Conducted reference checks, background screening and other pre-employment checks to verify information on applicant's resume.
- Completed human resource operational requirements by scheduling and assigning employees.
Education
Masters in Business Administration - & Human Resource Management
American Intercontinental University
Bachelor - Information and Technology Engineering
Virginia State University
Skills
- Call Center Operations
- Technologically savvy
- Problem-solving abilities
- Customer relations
- Microsoft Office expertise
- Quality control
- Office equipment proficiency
- Clerical support
- Inbound and Outbound Calling
- Project management abilities
- Benefits administrator
- HR services
- Recruiting
Timeline
Customer Service Representative
Optum Serve
07.2020 - Current
Human Resource Assistant/Customer Service
UPS Corporate Headquarters
07.2019 - 07.2020
Customer Service/Data Entry Specialist
Avail Vapor
01.2019 - 07.2019
Customer Service
UPS Call Center
11.2018 - 01.2019
Customer Service Rep
Allianz Insurance
08.2018 - 11.2018
Customer Service & Administrative Support
XPO Logistics
03.2017 - 05.2018
Recruiter
Surge Staffing
12.2013 - 03.2015
Masters in Business Administration - & Human Resource Management
American Intercontinental University
Bachelor - Information and Technology Engineering
Virginia State University