Essence M Brown
Altamonte Springs,FL
Summary
Customer service professional with 8+ years of experience delivering efficient support in remote and on-site settings. Strong communicator with proven skills in resolving issues and ensuring customer satisfaction. Bachelor's degree in Sociology, enabling strong interpersonal and communication skills through coursework focused on human behavior, social interaction, and conflict resolution
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Venture Circle LLC
07.2023 - 08.2025
- Handled 60+ daily customer inquiries via phone, email, and live chat with a focus on first-contact resolution
- Processed orders and payments accurately while maintaining up-to-date knowledge of promotions and policies
- Resolved billing issues and managed overdue accounts with clear, professional communication
- Maintained composure in high-pressure situations, ensuring positive customer experiences and conflict resolution
Emergency HVAC Dispatcher
University Of Central Florida
09.2020 - 04.2023
- Coordinated with third-party vendors to ensure timely service repairs and customer support
- Logged and tracked service calls using Salesforce CRM, improving accuracy and response reporting
- Delivered empathetic, solution-focused support during urgent customer situations
- Monitored delivery progress and provided real-time updates to proactively manage delays
Pharmacy Customer Service Representative
TTEC
02.2017 - 06.2020
- Accurately processed prescriptions and verified insurance eligibility, ensuring regulatory compliance
- Educated customers on medication use, side effects, and insurance coverage to promote safety and clarity
- Maintained and updated confidential patient records with strong attention to detail and privacy standards
- Resolved customer inquiries and issues promptly, delivering knowledgeable and compassionate support
Education
High School Diploma - Culinary Arts
05-2017
High school diploma completion with a major in Culinary Arts.
BA - Sociology
05-2023
Bachelor's degree in Sociology
Skills
- Remote Customer Support (Phone, Email, Chat)
- CRM software proficiency
- Complaint resolution & Conflict De-escalation
- Administrative support
- POS systems expert
- Order fulfillment
- FDA and HIPAA compliance
- Multi-tasking in Fast-paced Settings
Internships
THE CHILES ACADEMY
- HR assistant and Child Care Coordinator Assistant, Daytona Beach
- May 2023- July 2023
Timeline
Customer Service Representative - Venture Circle LLC
07.2023 - 08.2025
Emergency HVAC Dispatcher - University Of Central Florida
09.2020 - 04.2023
Pharmacy Customer Service Representative - TTEC
02.2017 - 06.2020
Simeon Career Academy - High School Diploma, Culinary Arts
Bethune Cookman University - BA, Sociology