Deronda Brengettsy
Pearl,MS
Summary
Dedicated customer service professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
34
34
years of professional experience
1
1
Certification
Work History
Technical Escalation Manager
AT&T
03.2005 - 01.2010
- Managed and motivated employees to be productive and engaged in work.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Accomplished multiple tasks within established timeframes.
Technical Maintenance Administrator
AT&T
08.2000 - 03.2005
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Maintained personnel records and updated internal databases to support document management.
- Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
- Managed office inventory levels, ensuring adequate supplies were available while minimizing waste and unnecessary spending.
- Collected, validated, and distributed information to employees.
- Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts.
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
Maintenance Administrator Supervisor
AT&T
09.1988 - 08.2000
- Analyzed trends in work order data to identify recurring issues, leading to more targeted and effective maintenance strategies.
- Managed maintenance schedules for multiple facilities, ensuring timely completion of all required tasks.
- Optimized space utilization by reorganizing storage areas, allowing for easier access to frequently used items.
- Reduced downtime by efficiently coordinating maintenance tasks and prioritizing urgent requests.
- Coordinated emergency response efforts during facility incidents, minimizing damage and disruption to operations.
- Assisted in developing capital expenditure plans for facility upgrades based on current and projected needs.
Maintenance Administrator
AT&T
02.1983 - 09.1988
- Developed strong relationships with vendors, negotiating favorable contracts for equipment purchases and services.
- Analyzed trends in work order data to identify recurring issues, leading to more targeted and effective maintenance strategies.
- Established clear communication channels between departments, facilitating cross-functional collaboration on maintenance projects.
611 Customer Service Call Center
AT&T
02.1981 - 02.1983
- Utilized excellent communication skills in both written and verbal forms to effectively address customer inquiries and concerns.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Reduced average call handling time through active listening, empathy, and effective problem-solving skills.
- Enhanced customer satisfaction by efficiently handling high call volumes and resolving issues promptly.
- Identified areas for process improvement within the contact center operations to enhance overall efficiency and customer satisfaction.
Customer Service Representative Manager
Chicago Tribune Printing & Distribution Services
03.1979 - 02.1981
- Established strong relationships with clients, promoting trust and loyalty in our brand.
- Developed and implemented customer service policies and procedures.
- Improved customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Enhanced team productivity by implementing effective training programs tailored to individual needs.
- Identified opportunities for process improvements, leading to increased efficiency in handling customer concerns.
- Managed escalated cases effectively to achieve timely resolutions while maintaining professionalism under pressure.
- Spearheaded initiatives aimed at improving first-call resolution rates, resulting in higher levels of client satisfaction.
- Increased customer retention rates through proactive outreach efforts and personalized followups.
- Implemented feedback loops for continuous improvement of customer support processes and policies.
Customer Service Call Center Representative
Chicago Tribune Printing & Distribution Services
04.1977 - 02.1979
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated calls professionally while maintaining composure under pressure from distressed or dissatisfied customers.
- Managed a high volume of calls efficiently by organizing workload effectively and multitasking when necessary.
- Built strong relationships with clients through genuine empathy, active listening, and clear communication skills.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries, complaints, and issues.
Correspondence Secretary
Lawson Products
09.1976 - 03.1977
- Streamlined office operations for increased productivity with proficient handling of written and electronic correspondence.
- Facilitated clear communication between executives and stakeholders with attention to detail in writing formal letters and emails.
- Upheld consistency in tone and messaging across all forms of written communication within the organization.
- Improved response time to inquiries by prioritizing and organizing incoming emails, letters, and phone calls.
- Contributed to team success by assisting colleagues with tasks such as composing emails or creating reports when necessary.
- Enhanced communication efficiency by managing correspondence with clients, vendors, and internal departments.
Dental Assistant
Dr. Maurice Hebert
12.1975 - 03.1976
- Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
- Maintained a clean and sterile work environment to prevent cross-contamination and infection.
- Sanitized trays, instruments, and surfaces for clean dental office setting and patient safety.
- Provided chairside assistance during examinations, improving dentist efficiency and patient satisfaction.
Education
Some College (No Degree) - Telecommunications Management
Nashville Community College
Chicago, IL Remote LocationHigh School Diploma -
Woodlawn Prep
Chicago, IL06.1976
Some College (No Degree) - English Language
Mundelein University Now Loyola University 1984
Chicago, ILSome College (No Degree) - Accounting 101 & 103
DePaul University 1986
Chicago, ILSkills
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Staff Training and Development
- Strategic Planning
- Customer Relationship Management (CRM)
- Operations Management
- Project Management
Accomplishments
- Achieved customer expectations by completing resolution within time frames with accuracy and efficiency.
- Collaborated with team of Managers in the development of AT&T Network Reliablity.
- Documented and resolved out of service issues which led to completion withing three hour restoration.
- Resolved product issue through consumer testing.
Certification
- Telecommunications Training - 2007 & 2008
- Computer Network Training - 2008
Timeline
Technical Escalation Manager
AT&T
03.2005 - 01.2010
Technical Maintenance Administrator
AT&T
08.2000 - 03.2005
Maintenance Administrator Supervisor
AT&T
09.1988 - 08.2000
Maintenance Administrator
AT&T
02.1983 - 09.1988
611 Customer Service Call Center
AT&T
02.1981 - 02.1983
Customer Service Representative Manager
Chicago Tribune Printing & Distribution Services
03.1979 - 02.1981
Customer Service Call Center Representative
Chicago Tribune Printing & Distribution Services
04.1977 - 02.1979
Correspondence Secretary
Lawson Products
09.1976 - 03.1977
Dental Assistant
Dr. Maurice Hebert
12.1975 - 03.1976
Some College (No Degree) - Telecommunications Management
Nashville Community College
High School Diploma -
Woodlawn Prep
Some College (No Degree) - English Language
Mundelein University Now Loyola University 1984
Some College (No Degree) - Accounting 101 & 103
DePaul University 1986
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