Malachi Brown
Tempe,AZ
Summary
Knowledgeable and dedicated customer service professional with extensive experience in The Call Center industry. Solid team player with outgoing, positive demeanor and proven skills. Motivated to maintain customer satisfaction and contribute to company success. Specialize in Quality, AHT and Adherence. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
General worker with experience performing variety of technical tasks relative to assigned areas of responsibility. Maintains cleanliness of work area, counting materials, merchandise and supplies in stock. Experienced in training new employees on responsibilities and company work ethics. Background in general: Maintenance, light construction, repair and custodial work.
Self-motivated Supervisor bringing proven leadership, organizational and customer relations skills. Independently solved problems and kept teams on task to handle diverse business requirements.
Overview
10
10
years of professional experience
Work History
FC Associate, PIT Driver
Amazon
11.2023 - Current
- Improved warehouse efficiency by streamlining processes and optimizing storage layouts.
- Reduced order processing time through effective coordination with team members and accurate inventory management.
- Increased customer satisfaction by ensuring timely and precise order fulfillment, maintaining communication throughout the process.
- Achieved safe driving records by consistently following traffic rules and regulations.
Click-To-Chat
Grainger
08.2020 - 02.2024
- Managed computer-based platform with multiple applications to maintain effective communication with customers.
- Provided excellent customer service while following through on responsibilities to customers and recovering from any errors made.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Remedied issues quickly and within parameters of company-mandated policies and procedures.
- Cultivated relationships with new customers and maintained good partnerships with existing clients.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended products to customers, thoroughly explaining details.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Trained new personnel regarding company operations, policies and services.
- Managed timely and effective replacement of damaged or missing products.
Customer Service Representative
Grainger
10.2017 - 02.2024
- Provided primary customer support to customers in fast-paced environment.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Adhered to company policies to consistently achieve call-time and quality standards.
- Helped customers with products to resolve problems
- Resolved customer complaints and addressed emergency requests and needs.
Call Center Supervisor
IQor Inc.
05.2016 - 05.2017
- Trained team members on performance metrics and consumer behavior identification.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Deescalated calls that were transferred from teammates
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Managed scheduling for agents and product specialists to foster increased productivity.
- Determined quality assurance benchmarks and set standards for improvement.
- Maintained call center equipment in good working order to maximize productivity.
- Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
Tax Preparer Assistant
Simple Tax Services
01.2016 - 04.2016
- Maintained complete records of client tax returns and supporting documentation in secured areas.
- Set Appointments
Warehouse Worker
OnTrac
08.2015 - 10.2015
- Alternated goods in inventory by observing first-in/first-out approach to keep shelves organized and properly stocked.
- Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
- Loaded, unloaded and moved material to and from storage and production areas.
- Recorded information, shortages and discrepancies to keep records current and accurate.
Student Massage Therapist
Absolute Heaven Massage
05.2014 - 10.2015
- Setup and sanitized the work station. Setup appointments and called clients for appointment reminders.
Education
High School Diploma -
South Mountain High School
Phoenix, AZ05.2015
Skills
- Complaint resolution
- Order Fulfillment
- Great listening skills
- Scheduling
- Team building
- Relationship development
- Credit card processing
- Inbound and Outbound Calling
- Creative problem solving
- Assembly and Production
- Team management
- Supervision
Accomplishments
- Coached new hires the Academy for a six month straight period.
- Provided one-on-one training with teammates to help improve stats.
- Spearheaded a team of 10 staff members.
Timeline
FC Associate, PIT Driver
Amazon
11.2023 - Current
Click-To-Chat
Grainger
08.2020 - 02.2024
Customer Service Representative
Grainger
10.2017 - 02.2024
Call Center Supervisor
IQor Inc.
05.2016 - 05.2017
Tax Preparer Assistant
Simple Tax Services
01.2016 - 04.2016
Warehouse Worker
OnTrac
08.2015 - 10.2015
Student Massage Therapist
Absolute Heaven Massage
05.2014 - 10.2015
High School Diploma -
South Mountain High School
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