Summary
Overview
Work History
Skills
Timeline
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LACHANCE BROWN-DAY

Seattle,WA

Summary

As an experienced call center professional, I have successfully worked in a remote setting, demonstrating my adaptability and self-discipline. With a strong background in customer service and a deep understanding of call center operations, I am well-equipped to handle the challenges that come with remote work. My ability to effectively communicate with customers, resolve issues efficiently, and meet or exceed performance metrics has consistently resulted in high levels of customer satisfaction.

Overview

15
15
years of professional experience

Work History

CALL CENTER CUSTOMER SERVICE REPRESENTATIVE

Chace
12.2018 - 09.2023
  • Provided remote customer support for a diverse range of inquiries through phone calls, emails, and chat platforms.
  • Resolved customer complaints promptly and effectively by identifying the root cause of the issue and offering appropriate solutions.
  • Achieve consistently high customer satisfaction ratings, exceeding performance targets by maintaining a positive and empathetic attitude.
  • Collaborated with team members and supervisors remotely to share knowledge, address challenges, and improve overall customer service.

FRONT DESK RECEPTION

Laser Logic Hair Removal
01.2015 - 11.2018
  • Answered multi-line phone system and transferred callers to the appropriate department or staff member.
  • Processed client payments and managed appointment scheduling, ensuring a welcoming environment for clients
  • Addressed client inquiries and actively boosted sales by assessing client needs to present product benefits and upsell services
  • Facilitated onboarding procedures for new clients, assisting with paperwork completion and accurate data entry into the system
  • Managed coupon redemption to ensure proper payment processing for the company.

OFFICE COORDINATOR/APPOINTMENT SETTER

RainSoft Water Treatment
03.2012 - 11.2014
  • Consistently achieved top ten sales rankings in the region, showcasing exceptional performance and dedication
  • Proactively conducted warm and cold calling strategies to contact potential clients and schedule in-home presentations
  • Devised and executed various incentives and motivational programs to boost productivity and drive sales success.

DEALER TRANSFER SPECIALIST

Coast to Coast Locators
03.2010 - 03.2012
  • Managed automobile inventory logistics between dealerships nationwide, ensuring smooth operations and timely deliveries
  • Streamlined and coordinated domestic shipments, optimizing efficiency and minimizing delays
  • Oversaw operations, including strategic planning, budgeting, expense control, and scheduling to achieve organizational objectives.

RECEPTIONIST/GUEST SERVICES ADMINISTRATOR

Avant Salon and Spa
05.2008 - 12.2009
  • Ensured seamless and exceptional customer service by overseeing guest services as well as managing daily operations, including supporting new staff training, scheduling, and responding to customer inquiries and complaints
  • Consulted guests regarding Aveda products, employing effective selling techniques to optimize revenue generation.

Skills

  • Customer Satisfaction
  • Troubleshooting
  • Problem-Solving
  • Customer Needs Analysis
  • Communication
  • Product Knowledge
  • Call Management
  • Technical Assistance
  • Customer Interactions
  • Customer Retentions
  • Vendor Management
  • Financial Management
  • Customer-Centric
  • Conflict Resolution
  • Customer Advocacy
  • Operational Support
  • Call Center Operations
  • Customer Service

Timeline

CALL CENTER CUSTOMER SERVICE REPRESENTATIVE

Chace
12.2018 - 09.2023

FRONT DESK RECEPTION

Laser Logic Hair Removal
01.2015 - 11.2018

OFFICE COORDINATOR/APPOINTMENT SETTER

RainSoft Water Treatment
03.2012 - 11.2014

DEALER TRANSFER SPECIALIST

Coast to Coast Locators
03.2010 - 03.2012

RECEPTIONIST/GUEST SERVICES ADMINISTRATOR

Avant Salon and Spa
05.2008 - 12.2009

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LACHANCE BROWN-DAY