Summary
Overview
Work History
Education
Skills
Timeline
Generic

Glinda L Brock

Manning,S.C.

Summary

Dedicated, efficient, driven team member, with positive attitude, and proven skills in establishing rapport with clients seeking an opportunity to utilize extensive experience to promote excellent performance. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

20
20
years of professional experience

Work History

Customer Service Representative

Everise
Remote, SC
02.2022 - Current
  • Coordinates with internal teams to ensure timely and successful delivery of solutions, according to client needs.
  • Provides excellent customer service to resolve customer complaints in a timely manner.
  • Maintains detailed records of customer interactions, transactions, and comments for future reference.
  • Assists customers with product selection, ordering, billing, returns, exchanges, and technical support.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Resolve complex problems by working with other departments to provide solutions that meet customer needs.
  • Develop strong relationships with customers by providing personalized assistance and support.
  • Promote high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answer incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Develop strong customer relationships to encourage repeat business.
  • Ask probing questions to determine service needs and accurately input information into electronic systems.
  • Keep records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Collected deposits or payments and arranged for billing.
  • Increase customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Answers customer inquiries and provides accurate information regarding products and services.
  • Exceeds established service goals while leveraging customer service, sales, and employee management best practices.

Customer Service Representative

Ttech @Home
10.2016 - 01.2022
  • Ensured accurate information for participants of various clients, including multiple hospitals, healthcare coverage/options, and skincare options, to name a few.
  • Assisted in various assignments, including numerous projects for healthcare, skincare, and enrollment.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Assisted participants with their accounts, elections, premiums, and particular needs on the phone, as well as responded to email inquiries and assisted as needed.
  • Provided phone, as well as online assistance for all account needs, including enrollment, payment options, and other account information.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Spoke to other departments or relevant parties when necessary to assist with adequate, timely service and resolution.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Assisted customers with product selection, ordering, billing, returns, exchanges, and technical support.
  • Performed administrative tasks, such as filing paperwork, updating databases, and generating reports.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

Resolution Specialist

Sykes Enterprises, Incorporated
Kingstree, SC
12.2010 - 10.2016
  • Assisted and resolved customers' needs with billing, activations, and system/network issues.
  • Verified and managed records and kept accurate notes regarding information for all individual accounts.
  • Graphed and targeted solutions for each case to achieve excellent resolution for all parties.
  • Recognized by management for providing exceptional customer service.
  • Assisted with troubleshooting support.
  • Worked successfully as a team player and independently to accomplish goals that assisted in leading to advancing the company as a whole.
  • Improved profit by efficiently assisting customers with meeting their needs and personalizing selections to create the best fit for each individual(s) as necessary.
  • Developed a database of frequently asked questions and answers for customer service representatives to reference when responding to inquiries.
  • Identified root causes of customer concerns, tracked resolution process steps, and documented all actions taken.
  • Researched complex customer service requests involving multiple departments and personnel within the organization.
  • Evaluated current procedures for resolving customer disputes and recommended changes and improvements where necessary.
  • Performed quality assurance reviews on final resolutions prior to communicating them back to customers or other stakeholders involved in the dispute process.
  • Provided training sessions for new hires on how to effectively resolve customer complaints.
  • Advised senior management on best practices for resolving complex customer service disputes.
  • Interacted with internal departments such as sales, billing, collections, and technical support to ensure complete resolution of customer issues.

Preschool Assistant Teacher

Paxville Head Start
Paxville, SC
08.2007 - 10.2007
  • Supported lead teacher with daily classroom activities.
  • Created lesson plans and enforced all administration policies and rules governing students.
  • Met with parents and guardians to discuss their children's progress and needs, determine their priorities for their children, and suggest ways that they can promote learning and development.
  • Made and distributed nutritious snacks by preparing and dividing them into portions.
  • Helped facilitate indoor and outdoor play, parent-teacher conferences, and keeping classroom clean with diligent attention to each support task.
  • Assisted with or led story time by reading books to children.
  • Maintained daily records of activities, behaviors, meals, and naps.
  • Created and assembled the classroom displays and decorations.

Front Desk Receptionist

Holiday Inn Express
Manning, SC
03.2006 - 07.2007
  • Welcomed patrons to the front desk and engaged in friendly conversations while conducting the check-in process.
  • Issued room keys and provided information regarding amenities.
  • Received all incoming calls and coordinated with hotel staff to fulfill requests and resolve issues.
  • Responded to inquiries and room requests made online or by phone.
  • Input customer data and made immediate updates to reflect room changes.
  • Keep records of room availability and guests' accounts on computers and manually.
  • Maintained accurate bookkeeping of important files, ran reports, and delivered updates on occupancy and revenues to supervisor.
  • Offered exceptional services and support to team members and guests, maximizing productivity and customer satisfaction.

Front Desk Receptionist

Big Water Lake Club and Resort
Summerton, SC
02.2005 - 03.2006
  • Promote sales of properties through advertisements, open houses, and participation in multiple listing services.
  • Received all incoming calls and coordinated with hotel staff to fulfill requests and resolve issues.
  • Addressed and welcomed a large volume of guests to business per day, improving overall customer service and engagement.
  • Drafted and maintained daily activity logs and other documents requested by management.
  • Shared information with patrons on entertainment and sporting events in nearby areas and made reservations to establishments, boosting local tourism.
  • Processed and prepared memos, correspondence, travel vouchers and other documents, routing them to appropriate personnel.
  • Monitored reservations to track incoming parties and special events.
  • Coordinated front desk operations and diligently helped all in-person visitors and callers with knowledgeable assistance.

Education

Associate of Business Administration - Business Management

Central Carolina Technical College
Sumter, SC

Skills

  • Proficient in utilizing office equipment
  • Multiple line phone systems
  • Comprehensive records knowledge
  • Excellent people skills
  • Proficient interpersonal and soft skills
  • Advertisements
  • Networking
  • Sales
  • Supervision
  • Inbound and Outbound Calling
  • Problem-Solving Abilities
  • Learning Strategies
  • Executive Management Support
  • Product and Service Information
  • Ability to adapt well to change
  • Client Needs Assessment
  • Strategic Sales Knowledge
  • Shipping and Receiving Understanding
  • Invoicing
  • Customer Billing
  • Order Fulfillment
  • Customer Contact
  • Good Listening Skills
  • Client Relations
  • Project Management Abilities
  • Description and Demonstration of Products
  • Credit card payment processing
  • Customer Relationship Management (CRM)
  • Problem Resolution
  • Senior leadership support
  • Product Knowledge
  • Project management abilities
  • Dispute Resolution
  • Critical Thinking

Timeline

Customer Service Representative

Everise
02.2022 - Current

Customer Service Representative

Ttech @Home
10.2016 - 01.2022

Resolution Specialist

Sykes Enterprises, Incorporated
12.2010 - 10.2016

Preschool Assistant Teacher

Paxville Head Start
08.2007 - 10.2007

Front Desk Receptionist

Holiday Inn Express
03.2006 - 07.2007

Front Desk Receptionist

Big Water Lake Club and Resort
02.2005 - 03.2006

Associate of Business Administration - Business Management

Central Carolina Technical College

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Glinda L Brock