LAURYN BRASINGTON
Customer Support Advocate
Lexington,SC
Summary
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
15
15
years of professional experience
Work History
CUSTOMER SUPPORT ADVOCATE
Southeastern Freight Lines
West Columbia, SC
01.2019 - 05.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Received 6 Customer Service Eagle Awards, To receive an Eagle Award, an associate must be recognized by an external customer for exceeding expectations and crating an exceptional experience.
- Attended telephone skills and program information training sessions to boost aptitude.
- Provided advice to customers regarding claims, rights and insurance processes to prevent disputes.
- Reviewed insurance and claims documents to verify required information and secure any missing data for settlements.
BILLING AUDITOR
Southeastern Freight Lines
West Columbia, SC
06.2014 - 01.2019
- Maintained daily/monthly reports for Central Billing, while tracking 130 billing associates quarterly performance.
- Responsible for keeping 15+ Excel Workbooks with Critical formulas updated daily.
- Created manuals for each of the processes done on the team.
- Established a more effective filing system to accelerate paperwork process resulting in necessary reports/documents being provided to leadership in the department on time.
- Partnered with auditors to track errors and add contributions to maintain accuracy.
- Trained new employees on company and billing procedures.
BILLING SPECIALIST
Southeastern Freight Lines
West Columbia, SC
05.2012 - 06.2014
- Processed over 5,000 customer orders per month.
- Demonstrated ability to pay strong attention to detail to achieve a high accuracy rate of 98%, while exceeding production requirements and producing 45 bills per hour.
- Promoted to Billing Auditor based on work ethic and performance as a Billing Specialist.
SERVER
The Southern Skillet
West Columbia, SC
05.2010 - 05.2012
- Utilized professional, coordination, & organizational skills handling over 100 customers daily with limited space available.
- Built personal relationships with regular customers demonstrating the ability to work with a diverse population.
- Bussed and reset tables to keep dining room and work areas clean.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
HOSTESS/SERVER
Ruby Tuesday
West Columbia, SC
08.2008 - 02.2010
- Used communication skills to manage in-person and telephone guest inquiries, customer service requests, and reservation bookings.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Promoted from Hostess to top ranked Server based on guest hospitality.
Education
Associates - Arts Program
Midlands Technical College
Arts Degree - undefined
2012
Brookland Cayce High School
2009
Skills
- Customer Service
- Communication Skills
- MS Office Proficiency
- Manual development
- Outbound/Inbound calling
- Organizational Skills
- Creative Issue Resolution
- Excel formulas
- Friendly and Patient
- Excellent interpersonal abilities
Additional Information
- Activities and Honors , Received Recognition Award for going Above and Beyond in 2014 for exceeding the expectations of management by performing duties outside of my job description, and taking on extra work while still managing a rather large workload. Served on the Southeastern Freight Lines Quality Improvement Process Board in 2016 as a representative for the Billing Department. Motivated the Department to take more action and get involved in the process of recognizing co-workers. Achieved Recognition and Appreciation Award for 10 Years of Service at Southeastern Freight Lines in 2012. Received 6 Eagle Award of Excellence Nominations, which requires an external customer to initiate a letter/email/phone call, where they describe in detail how an associate has exceeded their expectations and created an exceptional experience for them between 2019 and 2023.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
CUSTOMER SUPPORT ADVOCATE
Southeastern Freight Lines
01.2019 - 05.2023
BILLING AUDITOR
Southeastern Freight Lines
06.2014 - 01.2019
BILLING SPECIALIST
Southeastern Freight Lines
05.2012 - 06.2014
SERVER
The Southern Skillet
05.2010 - 05.2012
HOSTESS/SERVER
Ruby Tuesday
08.2008 - 02.2010
Associates - Arts Program
Midlands Technical College
Arts Degree - undefined
Brookland Cayce High School
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