Deranda Brown
Houston,TX
Summary
Diplomatic Customer Service Agent versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty.
Overview
13
13
years of professional experience
Work History
Customer Service Representative/Project Assistant - Remote
Carnival Cruise Lines
Houston, TX
08.2024 - Current
- Resolved customer inquiries and issues efficiently, ensuring high satisfaction levels.
- Coordinated daily operations by managing ticketing systems and onboard service requests.
- Developed training materials for new employees, enhancing onboarding experiences.
- Streamlined communication processes between departments, improving response times to customer needs.
CUSTOMER EXPERIENCE AGENT
Alorica
01.2024 - 12.2025
- Assisted customers with any inquiries or complaints regarding their orders.
- Provided technical support for customer's account related issues.
- Resolved customer queries and complaints in a timely manner.
- Analyzed customer feedback to identify potential areas of improvement.
- Maintained up-to-date knowledge of product features, benefits, pricing, and promotions.
- Ensured accuracy of all information provided to customers by verifying data entered into the system.
- Processed orders, forms, applications, and requests accurately and efficiently.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Worked collaboratively within a team environment to meet departmental goals.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
CHILDCARE NANNY
Family Nanny
01.2013 - 01.2022
- Developed and implemented customer service policies and procedures to improve quality of customer experience.
- Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
- Implemented company processes to effectively resolve customer service issues.
- Utilized active listening skills and asked open-ended questions to ascertain customer needs.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
INDEPENDENT CONTRACTOR
NT&R united Service
01.2017 - 01.2021
- Delivered exceptional customer service by addressing client inquiries and resolving issues to ensure satisfaction and repeat business.
- Managed customer accounts and maintained detailed records of interactions, ensuring accurate and timely service delivery.
- Provided personalized solutions based on client needs, contributing to long-term customer relationships and client retention.
- Coordinated and managed service requests, ensuring clear communication and efficient follow-up on client concerns.
- Processed transactions and maintained accurate billing records, ensuring seamless service and financial accuracy.
CUSTOMER SERVICE LEAD
Becks Prime
01.2016 - 01.2020
- Developed and implemented customer service policies and procedures to improve quality of customer experience.
- Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
- Implemented company processes to effectively resolve customer service issues.
- Utilized active listening skills and asked open-ended questions to ascertain customer needs.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Education
GED -
Texas Education Agency
Associate of Applied Science - Process Technology
Lone Star College
Houston, TX05-2026
Skills
- Inbound and Outbound Calling
- Conflict Resolution Abilities
- Effective Communication
- Compliance Management
- Regulatory Compliance
- De-Escalation Techniques
- Documentation and Recordkeeping
- Technical Support
- Database Research
- Call Handling
- CRM Software
- Call Documentation
- Client Advocacy
- Work Prioritization
- Attention to Detail
- Calm and Professional Under Pressure
- Issue and Complaint Resolution
- Problem-solving abilities
- Active Listening
- Policies and Procedures Adherence
- Teamwork and Collaboration
- Behavior management techniques
- Emotional support techniques
- Family Support
- Complex Problem-Solving
- Emotionally supportive
- Effective team leader
- Team training and development
- Account Management
Timeline
Customer Service Representative/Project Assistant - Remote
Carnival Cruise Lines
08.2024 - Current
CUSTOMER EXPERIENCE AGENT
Alorica
01.2024 - 12.2025
INDEPENDENT CONTRACTOR
NT&R united Service
01.2017 - 01.2021
CUSTOMER SERVICE LEAD
Becks Prime
01.2016 - 01.2020
CHILDCARE NANNY
Family Nanny
01.2013 - 01.2022
GED -
Texas Education Agency
Associate of Applied Science - Process Technology
Lone Star College