George RAY Bailey-Brown
Ephrata
Summary
I am a hard worker, quick learner, and I'm passionate about and strive to be excellent in my work. My work history has allowed me to develop a well-rounded set of skills, making me a versatile employee who is quick to adjust to the needs of the client/business. I am always looking to learn, grow, and expand my role and contributions to my workplace.
Overview
24
24
years of professional experience
Work History
Retention Agent
GradePotential Tutoring
04.2024 - Current
- Work with the Operations department/agents directly as necessary to promote quality results, including providing critical tutor feedback notes post-ranking
- Assist with collecting balances owed in order to settle/close an account, including updating accounting on previously closed accounts when future activity occurs (ie chargebacks)
- Handle de-escalation of upset customers in an attempt to amicably resolve all issues when possible
- Communicate with clients directly who are requesting to cancel services for any reason, in an attempt to retain/resell as many clients as possible by problem solving and offering customized financial solutions to an issue.
- Document details surrounding conversations, complaints, comments and actions taken
Emergency Roadside Assistance Agent
VForce (servicing AAA)
02.2023 - 03.2024
- Inbound roadside assistance calls - confirming the member's account, geo-locating the member by use of Google maps, requesting the proper equipment to resolve the member's issue.
- De-escalating emotional clients in an unsafe situation and expediting requests for those in unsafe situations
- Inbound membership/customer service calls - selling new memberships, processing payments, confirming coverages and membership details
- Outbound soft marketing calls to internal leads/members
Tech Support Agent
Conduent
06.2022 - 01.2023
- Ask probing questions in order to isolate the issue the customer has
- Perform troubleshooting steps with the customer over the phone
- Consult shipping/repair departments as customer interface for questions/issues
- Track call assessment results to remain within goal times (such as length of call, amount of hold time, etc)
Emergency Roadside Assistance Agent
VForce (servicing AAA)
02.2022 - 05.2022
- Inbound roadside assistance calls - confirming the member's account, geo-locating the member by use of Google maps, requesting the proper equipment to resolve the member's issue.
- Inbound membership/customer service calls - selling new memberships, processing payments, confirming coverages and membership details
- Outbound soft marketing calls to internal leads/members
Customer Service Representative
U-Haul
02.2022 - 05.2022
- Issue/resolution type calls - ie processing refunds, issuing credits, resolving customer issues/complaints
Operator/Dispatcher
Call Management Resources
10.2021 - 01.2022
- Answering calls for a variety of companies, and handling each call with specific guidelines per the client in addition to meeting basic etiquette standards and call metrics as required by the company as well. These companies range anywhere from employee attendance lines (for reporting absence/tardy/late incidents) to HVAC companies where a technician will be dispatched to assist the customer.
Tech Support Advisor
Conduent
08.2020 - 01.2021
- Ask probing questions in order to isolate the issue the customer has
- Perform troubleshooting steps with the customer over the phone
- Consult shipping/repair depts as customer interface for questions/issues
- Track call assessment results to remain within goal times (such as length of call, hold times, etc)
Expeditor/Baker Attendant/Barista
Bistro Barberet & Bakery
04.2018 - 10.2019
- Maximize kitchen efficiency by managing order times, accuracy, temperature, & proper presentation
- Keep the expeditor station stocked, maintained, organized & clean
- Slice bread / prep condiments
- Backup serving staff / deliver food to guests
- Backup kitchen staff / dishes, overall housekeeping
Expeditor/Host
Fenz Restaurant
01.2018 - 04.2018
- Maximize kitchen efficiency by managing order times, accuracy, temperature, & proper presentation
- Plate/garnish all desserts & soups
- Supervise foodrunning staff by delegating duties, training, and time management
- Keep the expeditor station stocked, maintained, organized & clean
- Assist the host/manager by taking phone reservations & greeting/seating customers
- General housekeeping duties
Outside Sales/Producer
American Income Life
10.2017 - 12.2017
- Make sales calls (warm leads and cold calls) / door knocks (generate sales appointments)
- In-home presentation of available benefits and insurance coverages
- Write purchase contracts for inhome sales
Banquet Server
Hershey Farms Restaurant
04.2017 - 08.2017
- Prep salads/desserts & garnish dishes
- Set & clear tables
- Serve beverages
- Seat/greet guests
- General housekeeping duties
Store Manager
Dollar General
09.2016 - 11.2016
- Oversee daily operations (receive deliveries, verify inventory, place orders, delegate tasks, verify safe, deposits)
- Interpret and implement information from business reports to increase/enhance sales & revenue
- Oncall 24/7 for store operations support & shift coverage
- Employee relations (coaching, training, payroll, scheduling)
- Handle escalated customer service issues, vendor relations, corporate/store standards
Medical Receptionist
Lancaster Urology
06.2015 - 05.2016
- Welcome patients, keep the lobby clean and the coffee bar clean & stocked
- Verify demographics, schedule appointments, answer phones
- Troubleshoot & resolve patient concerns, complaints, or problems
- Connect patients with the correct department/resource/professional as needed
- Provide copies of and verbally reinforce instructions to patients from medical staff
Barista
Mean Cup
09.2014 - 06.2015
- Handcraft coffee & espresso beverages to order
- Serve customers at the counter
- Housekeeping duties
- Restocking shelves / condiments / etc
Expeditor/Host
Fenz Restaurant
09.2011 - 09.2014
- Maximize kitchen efficiency by managing order times, accuracy, temperature, & proper presentation
- Plate/garnish all desserts & soups
- Supervise foodrunning staff by delegating duties, training, and time management
- Keep the expeditor station stocked, maintained, organized & clean
- Assist the host/manager by taking phone reservations & greeting/seating customers
- General housekeeping duties
Assistant Manager
Sheetz
06.2006 - 06.2009
- Oversee daily operations (receive deliveries, verify inventory, place orders, delegate tasks, verify cash on-hand funds, safe, and deposits)
- On-call 24/7 for store operations support & shift coverage
- Employee relations (coaching, training, payroll, scheduling on a 24hr/365 day per year calendar of operations)
- Handle escalated customer service issues, vendor relations, and maintain corporate standards
- Maintain inventory of food & supplies for a busy, full-service kitchen
- Maintain ServSafe standards (certified for two years)
Telemarketing Rep
College Loan Corporation
04.2004 - 02.2006
- Cold-calling prospects using an automated dialer and call script - avg 100 outbound calls per day
- Introduce products to non-customers, verify interest, and obtain personal information (including SS# and DOB) to verify eligibility for service
- After qualifying prospect, transfer them to sales dept for followup and sale completion
CSR/Account Mgmt
Marketpoint (now TKO Electronics)
10.2003 - 03.2005
- Answer inbound calls from new and existing customers, create new customer profiles, take orders
- Make outbound sales calls to new & existing customers
- Communicate w/ clients via telephone, instant messenger, email & fax simultaneously
- Perform price quotes, give info on products/services/orders, close sales, resolve issues
- Schedule, record, & manage voicemail marketing campaign
- Track shipments & correct shipping errors
Teller Manager
First Union National Bank
07.2001 - 10.2003
- Process banking transactions w/ ARGO and EMERALD computer systems
- Answer phones, set appointments, make qualified sales referrals
- Resolve escalated customer questions/concerns/problems
- Maintain & organize official records/documents
- Oversee branch compliance w/ local, state, and federal financial laws/regulations
Education
Business Admin/Mgmt -
American Intercontinental University
Business Admin/Mgmt - undefined
Harrisburg Area Community College
LANCASTER, PAH.S. Diploma - undefined
Lititz Christian School
LITITZ, PASkills
- Customer Service: 10yrs
- Sales/Product Referrals: 4yrs
- Supervising: 4yrs
- Call Center/Physical: 3yrs
- Call Center/Remote: 5yrs
- Retail: 2yrs
- Medical Receptionist : 2yrs
- Scheduling : 5yrs
Timeline
Retention Agent
GradePotential Tutoring
04.2024 - Current
Emergency Roadside Assistance Agent
VForce (servicing AAA)
02.2023 - 03.2024
Tech Support Agent
Conduent
06.2022 - 01.2023
Emergency Roadside Assistance Agent
VForce (servicing AAA)
02.2022 - 05.2022
Customer Service Representative
U-Haul
02.2022 - 05.2022
Operator/Dispatcher
Call Management Resources
10.2021 - 01.2022
Tech Support Advisor
Conduent
08.2020 - 01.2021
Expeditor/Baker Attendant/Barista
Bistro Barberet & Bakery
04.2018 - 10.2019
Expeditor/Host
Fenz Restaurant
01.2018 - 04.2018
Outside Sales/Producer
American Income Life
10.2017 - 12.2017
Banquet Server
Hershey Farms Restaurant
04.2017 - 08.2017
Store Manager
Dollar General
09.2016 - 11.2016
Medical Receptionist
Lancaster Urology
06.2015 - 05.2016
Barista
Mean Cup
09.2014 - 06.2015
Expeditor/Host
Fenz Restaurant
09.2011 - 09.2014
Assistant Manager
Sheetz
06.2006 - 06.2009
Telemarketing Rep
College Loan Corporation
04.2004 - 02.2006
CSR/Account Mgmt
Marketpoint (now TKO Electronics)
10.2003 - 03.2005
Teller Manager
First Union National Bank
07.2001 - 10.2003
Business Admin/Mgmt - undefined
Harrisburg Area Community College
H.S. Diploma - undefined
Lititz Christian School
Business Admin/Mgmt -
American Intercontinental University
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