Summary
Overview
Work History
Education
Skills
Timeline
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Leslie Brown

Union,NJ

Summary

Dynamic customer service professional offering 10 + years of demonstrated customer service to boost satisfaction rate, leveraging relations to provide tailored service recommendations in compliance with preferences.

Overview

11
11
years of professional experience

Work History

Customer Service Representative II

Modivcare Solutions LLC
04.2023 - Current
  • Exhibited high energy and professionalism when dealing with members and team mates.
  • Answered a high-volume of calls with compassion and professionalism adhering to state policies and procedures.
  • Utilized deescalation skills for irate member using problem solving resolutions.
  • Scheduled medical appointments for member's going to and from all non emergency appointments.
  • Ensured accurate trip data is inputted in State database.
  • Review and educated members on our services and their insurance coverage.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Maintained consistent metrics in adherence and quality assurance remaining in the top two percentile.
  • Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Updated account information to maintain customer records.
  • Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Passionate about learning and committed to continual improvement.

Administrative AssistantII/Customer Service Representative

New Jersey Division Of Consumer Affairs
04.2019 - 10.2022
  • Provided administrative support to the Executive Director
  • Answered and directed a high volume calls, emails and other sources of communications in a timely professional manner.
  • Uploaded and reviewed all potential marriage and family therapist applications.
  • Contacted all prospective applicant's informing them of any missing documents.
  • Responded to customer requests for products, services, and company information.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Answered constant flow of customer calls with minimal wait times.
  • Clarified applicant's issues and determined root cause of problems for resolution.
  • Sought ways to improve processes to make the process more efficient and timely.
  • Participated in team meetings and training sessions.
  • Resolved problems, improved operations and provided exceptional service.
  • Passionate about learning and committed to continual improvement.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Updated account information to maintain customer records.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Customer Service Representative

Allied Beverage Group
09.2012 - 10.2015
  • Responded to incoming calls, emails and other sources of communication to ensure complete company satisfactions.
  • Supported a 400+ Salesforce and sales management team.
  • Provided product service information and resolved any emerging problems that customer accounts might face with accuracy and efficiency.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Tracked customer service cases and updated service software with customer information.

Education

High School Diploma -

Hempstead High School
Hempstead, NY

Associate of Arts - Communications Technologies

St John's University
Jamaica, NY

Skills

  • MS Office
  • Report Generation
  • Complaint Investigation
  • Calm and Professional Under Pressure
  • Documentation
  • Document Control
  • Microsoft Office
  • Call Center Operations
  • CRM Software
  • Customer Data Confidentiality
  • Data Collection
  • Issue and Complaint Resolution
  • Multi-line phone talent
  • Customer Relations
  • Administrative and Office Support
  • Assertiveness
  • Active Listening
  • Spreadsheets
  • Regulatory Compliance
  • Customer Service
  • De-Escalation Techniques
  • Critical Thinking
  • Complaint resolution
  • Calm Under Pressure
  • Administrative Support
  • Microsoft Office Suite
  • Order Fulfillment
  • Proofreading
  • Call Metrics

Timeline

Customer Service Representative II

Modivcare Solutions LLC
04.2023 - Current

Administrative AssistantII/Customer Service Representative

New Jersey Division Of Consumer Affairs
04.2019 - 10.2022

Customer Service Representative

Allied Beverage Group
09.2012 - 10.2015

High School Diploma -

Hempstead High School

Associate of Arts - Communications Technologies

St John's University

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Leslie Brown