Moneisha Braziel
Tickfaw,LA
Summary
Accomplished Customer Service Manager with a proven track record at AT&T and Walmart, enhancing customer satisfaction and team productivity through effective problem-solving and leadership. Skilled in Microsoft Office and adept at training and mentoring, I significantly reduced customer complaints and streamlined support processes, demonstrating a strong commitment to customer service excellence.
Overview
12
12
years of professional experience
Work History
Customer Service Manager
AT&T
04.2021 - 01.2025
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Kept accurate records to document customer service actions and discussions.
- Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
Customer Service Manager
Walmart
Hammond, LA
02.2016 - 02.2021
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Customer Service Representative
Walmart
Hammond, LA
06.2013 - 02.2016
- 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 strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Bachelors - General Studies
South Eastern University
Hammond Louisiana 05.2017
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Time management
- Training and mentoring
- Adherence to high customer service standards
- Team building and leadership
- Complaint resolution
Timeline
Customer Service Manager
AT&T
04.2021 - 01.2025
Customer Service Manager
Walmart
02.2016 - 02.2021
Customer Service Representative
Walmart
06.2013 - 02.2016
Bachelors - General Studies
South Eastern University