Dy'shanae Bradley
Summary
Dedicated Customer Service Professional with a strong background in customer service, technical support, and banking. Skilled in handling high call volumes, de-escalation, conflict resolution, fraud prevention, troubleshooting and account management, ensuring a positive customer experience. Proven ability to meet and exceed performance metrics, including first-call resolution, response time, and customer satisfaction scores. Adept at using many different systems to manage customer interactions efficiently.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Pensacola Energy- LandrumHR
10.2024 - Current
- Handle inbound calls from customers regarding billing, service inquiries, and account management.
- Provide excellent customer service by resolving issues efficiently and professionally.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Advisor
Conduent- Apple
06.2024 - 10.2024
- Assist customers with inquiries regarding Apple products, services, and account management through various communication channels. (phone, email, chat)
- Reached out to customers to offer assistance with account and service issues, as well as propose new [Product or service] choices.
- Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
- Maintained a high call volume of over 100+ calls a day.
Member Services Representative
Regions Bank
06.2023 - 06.2024
- Assisted customers with banking inquiries, account management, and transaction processing.
- Resolved customers issues related to deposits, withdrawals, online banking, and fraud concerns efficiently and professionally.
- Followed proper verification of each customer and ensured compliance with federal banking regulations and customer data to avoid breaches.
- Utilized de-escalation techniques to manage difficult customer interactions while ensuring a positive banking experience.
- Handled high call volumes of 100+ daily maintaining excellent service quality and exceeding customer satisfaction goals.
Customer Service Representative
Alorica
01.2023 - 06.2023
- Assisted customer with troubleshooting, and technical support via phone, chat, and email.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
Mail Handler
United States Postal Service, USPS
12.2020 - 01.2023
- Followed safety protocols while handling and sorting mail for personal safety purposes.
- Balanced workload effectively during peak seasons to ensure consistent service levels despite increased volume demands.
- Ensured timely delivery of mail by loading and unloading trucks, as well as transporting sorted mail to appropriate areas within the facility.
- Maintained high level of confidentiality with mail items in line with regulations.
- Adhered to all relevant federal, state and organizational regulations concerning mail handling procedures, ensuring compliance at all times.
Education
West Florida High School of Advanced Technology
Pensacola05-2019
Skills
- Active listening
- Data entry
- Computer proficiency
- Conflict resolution
- Technical support
- Account management
- Escalation management
- Problem solving
Timeline
Customer Service Representative
Pensacola Energy- LandrumHR
10.2024 - Current
Customer Service Advisor
Conduent- Apple
06.2024 - 10.2024
Member Services Representative
Regions Bank
06.2023 - 06.2024
Customer Service Representative
Alorica
01.2023 - 06.2023
Mail Handler
United States Postal Service, USPS
12.2020 - 01.2023
West Florida High School of Advanced Technology
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