Dustin Brewer
Pikeville,KY
Summary
Diplomatic Customer Service professional with extensive experience in managing high-stress customer interactions, resolving disputes, and exceeding performance goals. Skilled in communication, problem-solving, and building positive customer relationships to strengthen loyalty and satisfaction. Proficient in equipment operation and site safety with additional experience in team collaboration and operational efficiency.
Overview
4
4
years of post-secondary education
16
16
years of professional experience
Work History
Supervisor /Customer Service Agent
Firstsource
Louisville, US
10.2023 - Current
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Managed high-volume of inbound and outbound customer calls.
- Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
- Returned all routine and general customer calls in good time.
- Consulted with customers regarding Intuit Accounting needs, addressing program concerns.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Resolved average of 90 inquiries in any given week, consistently meeting performance goals.
- Implemented services to assist company in maintaining exceptional client service ratings on external audits.
- Reviewed files, records and other obtained documents to respond to customer requests.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.
- Investigated and solved routine, complex and long-standing customer issues each day.
- SME- assisted chat rooms with resources and direction with resolving customer issues and inquiries.
- Monitored call queues and advised on call handling and implementation of changes to knowledge data base.
- Conducted quality assessments for team performance. Assisted in tracking employee KPIs and attendance
records. - Conducted discussions in company and client meetings to review project status and analyze month-to-date performance metrics.
- Enforced adherence to policies and procedures, implementing corrective actions as needed, including termination when necessary.
- Manage call queues and skills.
- Extracted and analyzed statistics and reports from call recording systems.
Service Agent/ SME
Concentrix
Pikeville, US
12.2020 - 10.2023
Tree Trimmer
Wrights Tree Service
Des Moines, US
04.2018 - 05.2019
- Removed and properly disposed of debris to maintain worksite safety.
- Checked machinery and performed routine maintenance to prevent malfunction.
- Performed site evaluations, customer surveys and team audits.
- Motivated and encouraged team members to communicate more openly and constructively with each other.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Inspected and repaired equipment to maintain durability and optimal performance.
- Performed grading of site land and smoothed surfaces as part of projects or finish work.
- Operated excavators and other construction equipment to properly grade land.
- Removed tools and machinery from job site and secured location at end of shift.
Equipment Operator
Blackhawk Mining
Pikeville, US
06.2010 - 11.2016
Education
HIGH SCHOOL DIPLOMA -
Shelby Valley High School
Pikeville, KY 08.2006 - 06.2010
Skills
- Management
- Worksite safety
- Site preparation
- Traffic routing
- Equipment operation
- Supply organization
- Scheduling
- Written communication
- Time management
- Quality assurance
- Customer service
- Data entry
- Critical thinking
Timeline
Supervisor /Customer Service Agent
Firstsource
10.2023 - Current
Service Agent/ SME
Concentrix
12.2020 - 10.2023
Tree Trimmer
Wrights Tree Service
04.2018 - 05.2019
Equipment Operator
Blackhawk Mining
06.2010 - 11.2016
HIGH SCHOOL DIPLOMA -
Shelby Valley High School
08.2006 - 06.2010