Dennise Brewton
Tampa,FL
Summary
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence. Outgoing Independent Supervisor with experience overseeing multiple tasks and managing employees successfully. Hardworking professional committed to providing outstanding customer service and assistance. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized Office Manager with noted experience in administrative management. Prioritize projects and multitask effectively to achieve project goals. Methodical and detail-oriented team player with expertise in team leadership. Offering these skills and strong work ethic. Self-motivated ISG Supervisor brings proven leadership, organizational and customer relations skills. Independently solves problems and keeps teams on task to handle diverse business requirements. History retaining clients and talented staff. Results-oriented Support Manager offering 14+year's experience in field. History of implementing successful improvements to department and leading changes by example. Industry expert with creative strategies for high-volume support ticket management.
Overview
31
31
years of professional experience
Work History
Internal Support Supervisor
Maximus Federal
08.2009 - Current
- Coached employees through day-to-day work and complex problems.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Created, prepared, and delivered reports to various departments.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Provided technical support to customers, troubleshooting technical issues and providing solutions.
- Monitored employee and customer interactions to assess quality of service.
- Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
- Analyzed customer service data to identify trends, identify solutions and improve customer experience.
- Managed specialist team to provide technical assistance and customer service.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Kept high average of performance evaluations.
Technical Support Representative
Citi
08.2006 - 08.2009
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Managed high levels of call flow and responded to Type technical support needs.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Researched product and issue resolution tactics to address customer concerns.
- Monitored systems in operation and quickly troubleshot errors.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Assisted with updating technical support best practices for use by team.
- Responded promptly to incoming sales leads and requests for technical support.
- Promoted efficiency among departments with prompt resolution of system issues.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Created user accounts and assigned permissions.
- Tested new software and hardware prior to deployment.
London Desk Customer Service
Continental Airlines
08.1992 - 06.2006
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Sought ways to improve processes and services provided.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Developed and updated databases to handle customer data.
- Cross-trained and backed up other customer service managers.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Implemented and developed customer service training processes.
Education
None - Microbiology
- Honoree of Governors award
- Dean's List all 3 years
- Honor Roll 2 years
- Scholarship Recipient
- Ranked in Top 25% of class
- 3.7 GPA
Associate Of Applied Science - Medical Microbiology And Bacteriology
- Dean's List 4 semesters
- Awarded Spotlight Award
- Honor Roll 4 semesters
- 4.0 GPA
- Ranked in Top 10% of class
- cum laude graduate
Communications/Engineering
- Dean's List 1 semester
- Newhouse School of Communications Scholarship Recipient
- 3.7 GPA
Transferred - Accounting
- Dean's List 2 years
- Honor Roll 4 semesters
- Governor's of New York City Scholarship Recipient
- Professional Development: Economics
- 4.0 GPA
- Ranked in Top 25% of class
- Awarded Mayors Award
Skills
- Microsoft Excel
- SAP Crystal Reports
- Contract Law
- Tax Software
- Project Management
- Customer Satisfaction
- Documentation Support
- Web Browser Software
- Project Support
- Microsoft Word
- Team Support
- Microsoft Dynamics
- Administrative Support
- Microsoft PowerPoint
- Microsoft Access
- Microsoft Windows
- Google Docs
- Microsoft Internet Explorer
- Microsoft Outlook
- Adobe Systems Adobe Acrobat
- Operational Support
- Microsoft Project
- Employee Support
- Payroll Software
- Judgment and Decision-Making
- System Imaging
- Mozilla Firefox
- Oracle PeopleSoft
- Staff Training
- Oracle Hyperion
- Digital Filing
- Staff Meetings
- Staff Development
- Team Goals
- Time Management
- Mobile Devices
- Setting Up Files
- Microsoft Dynamics GP
- Learning Strategies
- Procedures Scheduling
- Data Communications
- Operational Efficiency
- Compliance Requirements
- Service Quality
- Customer Loyalty
- Work Scheduling Software
- Status Updates
- Constructive Feedback
- Software Support
- Production Support
- Customer Needs Assessments
- Critical Thinking
- SAP
- YouTube
- Writing
- Service-Orientation
- Speaking
- Persuasion
- Coordination
Websites
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved superior results by completing major tasks and projects with accuracy and efficiency.
- Achieved quality assurance through effectively helping with managerial development
Timeline
Internal Support Supervisor - Maximus Federal
08.2009 - Current
Technical Support Representative - Citi
08.2006 - 08.2009
London Desk Customer Service - Continental Airlines
08.1992 - 06.2006
University of South Florida - None, Microbiology
Hillsborough Community College - Associate Of Applied Science, Medical Microbiology And Bacteriology
Syracuse University - , Communications/Engineering
LaGuardia Community College of The City University of New York - Transferred , Accounting