Justin Brunious
Greenville,IL
Summary
Personable, friendly and solution-oriented Customer Service Representative with over 15 years of experience in service and support and recent experience in administration. Customer-focused team player offering expertise in conflict mediation and dedication to personable interaction to achieve customer loyalty and satisfaction.
Overview
7
7
years of professional experience
Work History
Workforce Management Intraday (Remote)
Essendant
Greenville, IL
03.2023 - 07.2024
- Monitored daily performance metrics and trends- service levels, handle times, and occupancy rates and made proactive adjustments to meet service objectives.
- Effectively handled all inquiries concerning schedules, including PTO, shift swaps, and overtime using Genesys
- Developed real-time reports using Avaya to track key performance indicators.
- Resolved issues arising from discrepancies between forecasted and actual call volumes.
Customer Care Advocate (Remote)
Essendant
Greenville, IL
03.2021 - 03.2023
- Answered customer inquiries via phone and emails via CT Suite for multiple segments in the company.
- Maintained high satisfaction score by consistently resolving first-call issues.
- Tracked orders and communicated order status updates to customers.
- Maintained accurate records of customer interactions in Siebel CRM system for future reference.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
Teller/CSR
Peoples State Bank
Greenville, IL
03.2017 - 03.2021
- Offered every customer personalized, professional service by remaining friendly and engaged during every transaction.
- Processed new accounts, including checking and savings accounts, time deposit accounts, and credit applications.
- Identified customer financial needs, goals and objectives and offered appropriate financial products to suit needs.
- Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
Education
General Studies
Kaskaskia College
Centralia, ILSkills
- Self Motivation
- Professional Demeanor
- Analytical Skills
- Prioritizing and Planning
- Critical Thinking
- Conflict Resolution
- Transaction Processing
- Sales proficiency
- Client Retention Strategies
Customer Service:
- Account verification and reconciliation
- File Maintenance
- Account updating
- Client Confidentiality
- Needs Assessment
- Regulatory Compliance
- Order Processing
Intraday:
- Schedule Coordination
- Capacity Planning
- KPI Monitoring
- Data Analysis
- Microsoft Excel
- Workforce management tools
Timeline
Workforce Management Intraday (Remote)
Essendant
03.2023 - 07.2024
Customer Care Advocate (Remote)
Essendant
03.2021 - 03.2023
Teller/CSR
Peoples State Bank
03.2017 - 03.2021
General Studies
Kaskaskia College