MYRTHE BROWN
Mansfield,TX
Summary
Results-driven Customer Service Representative with expertise in Technical Support and Call Center leadership. Proven ability to handle escalated customer support issues and achieve personal and business goals. Committed to maintaining the highest ethical standards and building customer trust.
Overview
20
20
years of professional experience
Work History
ITunes CSR/Technical Support Representative
Concentrix
Farmington Hills, MI
06.2019 - 07.2024
- Offered support to customers calling in with concerns regarding their account status, billing inquiries, payment processing and new account initiation.
- Provided technical assistance and support for all Apple products, ensuring high-quality customer experiences.
- Ensured problem-solving abilities and outstanding customer service.
- Informed customers about special pricing opportunities and the range of services available from the company.
- Enhanced the CITRIX system by incorporating detailed customer orders, preferences, and billing information.
- Interacted with customers to understand their needs and provided appropriate solutions.
Customer Service Representative
Arise Virtual Solutions
02.2015 - 06.2019
- Offered guidance to callers regarding their COMCAST/XFINITY accounts by addressing inquiries pertaining to account details, billings, transactions, and opening new accounts.
- Daily monitoring for Quality Assurance and call quality.
- Providing issue resolution and excellent customer service.
- Promoted high levels of customer satisfaction through effective problem resolution and friendly service delivery.
- Made outbound calls to obtain account information.
- Stayed updated on promotions, exchange guidelines, payment policies and security practices.
- Effectively managed problematic customer concerns by remaining calm and approachable.
Customer Service Representative
AT&T Mobility
04.2012 - 02.2015
- Provided support and reports to upper management in regards to customer
- Coached and monitored TS CSR's daily activities.
- Ensured regular monitoring of call quality through daily Quality Assurance checks.
- Providing Issue Resolution and excellent customer service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Demonstrated proficiency in remaining informed about latest promotions, exchange guidelines, payment policies, and security practices.
- Effectively resolved challenging customer concerns, consistently projecting a helpful and amiable disposition.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Answered inbound calls, chats and emails to facilitate customer service.
- Educated customers on special pricing opportunities and company offerings.
- Successfully escalated customer concerns, issues, and requirements to supervisors to ensure immediate rectification.
Customer Service Rep
Frazee Recruiting-YOW
08.2011 - 02.2012
- Managed order status inquiries through inbound calls from diverse wholesale companies and retail stores.
- Delivered outstanding customer service by maintaining professionalism and providing timely assistance in a friendly manner.
- Streamlined and optimized processing of financial transactions.
- Resolved customer inquiries and concerns promptly and effectively through phone, chat, and email interactions.
- Processed payments, informed customers of billing procedures, and offered assistance in setting up payment options.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Unit Manager/Lead Escalation Sup
Teleperformance/US Support Co.
04.2004 - 03.2010
- Supervised a team of 40-50 agents in charge of managing escalated inbound calls concerning credits, phone replacements, and service matters for a Fortune 500 company.
- Delivered reports on coaching and assessing Tier 1 level representatives to upper management.
- Coached and monitored the daily activities of TS CSR's.
- Daily monitoring for Quality Assurance and call quality.
- Providing issue resolution and excellent customer service.
- Implemented ongoing educational objectives to enhance staff competencies in safety, quality, and core measures.
- Developed quality assurance standards and established targets for all staff.
- Created, recommended and implemented policies and procedures for operational and staffing resources.
- Monitored performance by reviewing relevant reporting data and producing statistical reports.
- Accomplished call center resource objectives by recruiting, selecting and orienting new employees.
- Developed employee performance and satisfaction optimization programs.
- Coached team members on improving satisfaction ratings by providing guidance on metrics and identifying consumer experience behavior.
- Implemented team performance evaluations to identify areas for improvement and retain high-performing employees through corrective action planning.
- Addressed and resolved escalated customer service concerns efficiently to ensure optimal customer satisfaction and nurture long-term business relationships.
Education
Health Care Management and Human Resources -
Ashford College
Irving, IA08.2011
Major-Nursing -
Bossier Parish Community College
Bossier City, LA08.2004
Major-Nursing -
Southern University A&M
Baton Rouge, LA01.1998
Associates in Medical Office Assistant -
Ascension College
Gonzales, LA06.1996
Skills
- Data Entry
- Inbound and Outbound Calling
- Account updating
- Consultative Sales
- Upselling and cross-selling
- Complaint resolution
Affiliations
- Member of the National Honors Society 1990, 1991
- Who's Who 1992
- National Heart Society
- American Red Cross
- East Ascension Alumni Member
References
- Alonzo Hampton, Teleperformance Inc., 954-366-8948
- Yolanda Johnson, CenturyLink, Inc., 318-464-0781
Hobbies and Interests
Reading, researching, networking, and family time.
Volunteer Experience
- Council on Aging Volunteer
- Gingerbread House
Timeline
ITunes CSR/Technical Support Representative
Concentrix
06.2019 - 07.2024
Customer Service Representative
Arise Virtual Solutions
02.2015 - 06.2019
Customer Service Representative
AT&T Mobility
04.2012 - 02.2015
Customer Service Rep
Frazee Recruiting-YOW
08.2011 - 02.2012
Unit Manager/Lead Escalation Sup
Teleperformance/US Support Co.
04.2004 - 03.2010
Health Care Management and Human Resources -
Ashford College
Major-Nursing -
Bossier Parish Community College
Major-Nursing -
Southern University A&M
Associates in Medical Office Assistant -
Ascension College
Similar Profiles
Sandile Marvellous NtombelaSandile Marvellous Ntombela
Team Coach at ConcentrixTeam Coach at Concentrix
Priyanka DasPriyanka Das
Team Leader at ConcentrixTeam Leader at Concentrix
AKASH BISHTAKASH BISHT
Senior Advisor at ConcentrixSenior Advisor at Concentrix