Glenda A. Burrus
East Point,GA
Summary
Dedicated and knowledgeable customer service professional with extensive experience in the Information Technology industry. Solid team player with an outgoing and positive demeanor, proven skills in establishing rapport with clients. Main motivation is to maintain customer satisfaction and contribute to the success of the company. Specializes in quality, speed, and process optimization, trained in Salesforce. Demonstrated competencies and experience in addressing customer requests and concerns. Resourceful and adaptable, always providing relevant information and options to handle difficult situations effectively.
Overview
17
17
years of professional experience
Work History
Designated Resolution Officer
Computer Generated Solutions
09.2019 - Current
- Work with clients to find solutions to escalations and complaints.
- Research status of cases, availability and the final delivery of the product.
- Submitted complaints to corporate for action and resolution.
- Trouble shoot problem tickets in order to provide service to customers.
- Maintained regular contact with clients and identified opportunities to deliver added value to client relationships.
- Managed and archived quality documentation and participated in internal and external quality audits.
- Collaborated with management to identify ways to improve services for clients.
- Initiated outbound administrative requests by phone and in writing to accomplish a resolution to customer grievances.
Lead Technical Analyst
Computer Generated Solutions
09.2015 - 09.2019
- Increased customer satisfaction and repeat business through relentless pursuit of resolutions to problems arising from complaints, protecting company reputation and loyal client base.
- Worked with agents to resolve problems, improve operations and provide exceptional customer service.
- Managed quality assurance program including on site evaluations, internal audits and customer surveys.
- Conducted training and change management processes to improve operations.
- Investigated and resolved customer complaints to foster satisfaction.
- Led team of 12 support staff per shift by prioritizing tasks and assigning duties.
Customer Service Representative Agent
Computer Generated Solutions Inc.
05.2007 - 09.2015
- Reviewed order data on call by call basis to verify transactions and shipping dates.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Cross-trained and provided back up for customer service managers.
- Investigated and resolved customer inquiries and complaints quickly.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
Business Administration
Argosy University
Skills
- Call center
- Phone systems
- Research
- Trouble shooting
- Complaint resolution
- Data entry
- Report preparation
- Staff education and training
- Conflict resolution
Accomplishments
- Designed and wrote the Customer Service Training Manual used by agents.
- Awarded "Employee of the Month" for delivering outstanding administrative support.
- Assisted management with the training of new staff members.
- Awarded "Presidential Award" in 2019.
Timeline
Designated Resolution Officer
Computer Generated Solutions
09.2019 - Current
Lead Technical Analyst
Computer Generated Solutions
09.2015 - 09.2019
Customer Service Representative Agent
Computer Generated Solutions Inc.
05.2007 - 09.2015
Business Administration
Argosy University
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