Jamie Brown

• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Trained new personnel regarding company operations, policies and services.
• Implemented and developed customer service training processes.
• Responded proactively and positively to rapid change.
• Communicated professionally with colleagues, freelancers and clients.
• Handled day-to-day customer contact via phones, faxes and emails.
• Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
• Investigated and resolved customer inquiries and complaints quickly.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Sought ways to improve processes and services provided.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Facilitated inter-departmental communication to effectively provide customer support.
• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
• Introduced higher standards for customer service and increased efficiency by streamlining operations.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
• Took ownership of customer issues and followed problems through to resolution
• Monitored customer service operations to assess agent performance and provide feedback

• Set, enforced and optimized internal policies to maintain responsiveness to demands.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Provided primary customer support to internal and external customers.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Cultivated customer loyalty, promoted repeat business and improved sales.
• Built and strengthened relationships with new and existing accounts to drive revenue growth.
• Contacted customers as issues arose to provide prompt resolutions.
• Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
• Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns.
• Managed office operations while scheduling appointments for department managers.
• Compared vendor prices and negotiated for optimal savings.
• Developed standard operating procedures for all administrative employees.
• CLCS certified.
• Spearheaded department training for appraisals of new components.
• Partnered with vendors and suppliers to effectively manage and budget.
• Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
• Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.
• Mitigated business risks by working closely with staff members and assessing performance.
• Managed, trained and motivated personnel to continuously improve knowledge and abilities in their roles.

• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Applied highly effective selling skills while properly engaging and presenting solutions to customers.
• Educated associates on market trends and stayed up-to-date on products.
• Trained and developed new sales team associates in products, selling techniques and company procedures.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Recommended products to customers, thoroughly explaining details.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Increased efficiency and team productivity by promoting operational best practices.
• Facilitated inter-departmental communication to effectively provide customer support.
• Reduced process inconsistencies and effectively trained team members on best practices and protocols.
• Provided ongoing guest service.

Co-host of the daily morning show

• Engaged with audience members through telephone calls and personal commentary on musical selections, political happenings and other items of interest.
• Informed audience about local events, general PSAs and music titles and artists.
• Delivered exceptional programming to audience members by always researching events, guests and programs thoroughly.
• Built broadcast storylines to interest listeners and grow station audience.
• Conferred with advertising partners to develop and deploy effective promotional strategies.
• Announced station programming information, schedules and station breaks.
• Researched topics for comment and discussion.
• Operated studio equipment and produced show advertisements.
• Read prepared scripts for radio and television shows.

Answering Phones

Scheduling appointments

Quoting auto and home insurance

Filing

• Answered customer telephone calls promptly to avoid on-hold wait times.
• Developed community reputation through commitment to customer satisfaction and strong client relationships.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Answered constant flow of customer calls with minimal wait times.
• Responded to customer requests for products, services and company information.
• Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.