Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Tericka Brown

Lithonia,GA

Summary

Proven customer service expert in a Call Center enviroment, adept in conflict resolution and computer proficiency, excels in high-pressure environments with exemplary problem-solving abilities. Achieved top performer status through enhancing customer satisfaction and loyalty, showcasing a commitment to excellence and continuous skill enhancement. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

12
12
years of professional experience

Work History

Customer Service Representative

Randstad
03.2024 - Current
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
  • Consistently met or exceeded performance goals, contributing to the overall success of the call center.
  • Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
  • Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
  • Addressed customer account discrepancies and concerns.
  • Maintained a thorough knowledge of products and services to provide accurate information to customers.
  • Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
  • Assisted team members in improving their performance through constructive feedback and sharing best practices.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Asset Protection Associate

Walmart
10.2020 - 03.2024
  • Patrolled store departments to check for suspicious activities.
  • Controlled reduction of loss inventory by protecting company assets.
  • Monitored and analyzed customer behavior to identify and respond to potential theft and fraud incidents.
  • Wrote reports outlining activities and results.
  • Improved store safety for employees and customers through regular risk assessments and hazard identification.
  • Collaborated with store management to develop targeted action plans addressing high-risk areas and items.
  • Wrote reports for internal and external crime, burglary, or theft.
  • Implemented loss prevention strategies and programs to minimize shrinkage.
  • Ensured compliance with company policies by auditing operational procedures and providing constructive feedback to improve overall performance.
  • Maintained detailed records of all incidents involving asset loss or shrinkage, supporting data-driven decision-making for future prevention efforts.
  • Reduced inventory shrinkage by implementing effective asset protection strategies and processes.
  • Investigated and reported any suspicious activity to local law enforcement and store management to obtain quick response.

Security Officer

Allied Universal Security Services
06.2018 - 06.2020
  • Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
  • Acted quickly during emergency situations to reduce opportunity for damage and injury.
  • Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
  • Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
  • Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
  • Checked and verified photo identification prior to granting facility access.
  • Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
  • Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
  • Improved overall security by conducting regular patrols and monitoring surveillance systems.
  • Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
  • Screened individuals and prevented passage of prohibited articles into restricted areas.
  • Responded effectively to emergencies or disturbances, prioritizing the safety of personnel while minimizing property damage or loss.
  • Trained new Security Officers in company policies, ensuring consistent knowledge across the team and adherence to established procedures.
  • Conducted thorough investigations into security incidents, documenting findings, and recommending appropriate actions.

Customer Service Representative

Maximus Call Center
11.2015 - 05.2018
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Collaborated with product team to communicate customer feedback, resulting in product enhancements.
  • Developed feedback system for customers to share their service experience, leading to actionable improvements.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.

Cashier

Family Dollar
04.2013 - 11.2015
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Restocked and organized merchandise in front lanes.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Stocked, tagged and displayed merchandise as required.
  • Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
  • Resolved customer complaints professionally, leading to improved customer relations and loyalty.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.
  • Answered questions about store policies and addressed customer concerns.
  • Enhanced customer satisfaction by providing efficient and accurate cash transactions.


Education

High School Diploma -

South Atlanta High School
Atlanta, GA
05-2013

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Customer Relations
  • Data Entry
  • Problem Resolution
  • Computer Proficiency
  • Call center experience
  • Conflict Resolution
  • Money handling abilities
  • Complaint Handling
  • Complaint resolution
  • Payment Processing
  • Customer satisfaction measurement
  • Scheduling
  • Follow-up skills
  • Product Knowledge
  • Paperwork Processing
  • Appointment Scheduling
  • Documentation
  • Live chat support
  • Filing
  • Dispute Resolution

Timeline

Customer Service Representative

Randstad
03.2024 - Current

Asset Protection Associate

Walmart
10.2020 - 03.2024

Security Officer

Allied Universal Security Services
06.2018 - 06.2020

Customer Service Representative

Maximus Call Center
11.2015 - 05.2018

Cashier

Family Dollar
04.2013 - 11.2015

High School Diploma -

South Atlanta High School

Similar Profiles

CREATE PROFILE
Tericka Brown