Farrah Brewster
Lithonia,GA
Summary
Dedicated 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
5
5
years of professional experience
Work History
Business Customer Service Supervisor
Georgia Power
01.2024 - Current
- Worked effectively in fast-paced environments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Proved successful working within tight deadlines and a fast-paced environment.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Product Manager - Builders Connect
Georgia Power
06.2023 - 12.2023
- Communicated effectively with team members to deliver updates on project milestones and deadlines.
- Documented user stories, specifications, and product features into detailed work order to communicate across teams and build mandatory requirements.
- Developed product documentation to communicate upcoming features and products to internal teams.
- Thrived in fast-paced, highly-adept team to develop and prioritize product features and build product roadmap.
- Maintained positive vendor relations to build strong partnerships.
- Prioritized roadmap in order to achieve product goals and metrics.
- Coordinated design meetings and decisions with internal departments and teams.
Customer Service Supervisor - BPS
Georgia Power
03.2022 - 06.2023
- Led review of team progress to identify challenges and provide feedback
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Identified trends to provide recommendations for process and procedural improvements.
- Conducted training and mentored team members to promote productivity, accuracy, and team development
- Resolved issues through active listening and open-ended questioning
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
Customer Service Team Lead - BPS
Georgia Power
09.2019 - 03.2022
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Responded proactively and positively to rapid change.
- Cross-trained and provided backup support for organizational leadership.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
Education
Bachelor of Science - Business Management
University of Phoenix
Tempe, AZ09.2022
Skills
- Product Development
- Project Management
- Progress Monitoring
- Stakeholder Relations
- Critical Thinking
- Gathering Requirements
- Leadership and Change Management
- Customer Service
- Feedback Incorporation
- Business Needs Analysis
- Verbal and Written Communication
- Customer Service Management
Timeline
Business Customer Service Supervisor
Georgia Power
01.2024 - Current
Product Manager - Builders Connect
Georgia Power
06.2023 - 12.2023
Customer Service Supervisor - BPS
Georgia Power
03.2022 - 06.2023
Customer Service Team Lead - BPS
Georgia Power
09.2019 - 03.2022
Bachelor of Science - Business Management
University of Phoenix
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