Niya Brown
Montgomery,AL
Summary
Detail-oriented professional with extensive experience in call center environments. Proficient in managing high volumes of inquiries while providing exceptional support and accurate data entry. Aiming to contribute strengths in customer service and technical troubleshooting to enhance operational efficiency.
Dynamic customer service representative skilled in problem resolution, data entry, and relationship building. Committed to enhancing customer satisfaction through effective communication and efficient handling of high call volumes.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Bank of America
Montgomery, AL
08.2024 - 07.2025
- Assisted customers with account inquiries and transaction issues, ensuring seamless service delivery.
- Resolved customer complaints efficiently, enhancing overall satisfaction and retention rates.
- Utilized banking software to process transactions accurately and maintain updated customer records.
- Educated customers on product offerings, promoting services that met their financial needs.
- Assisted customers with inquiries, providing accurate information and resolving issues promptly.
- Utilized call center software to manage high volume of incoming calls efficiently.
- Participated in training sessions to enhance product knowledge and customer service skills.
- Addressed customer complaints with empathy, aiming for effective resolutions on first contact.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Assistant Manager
Extended Stay America
Montgomery, AL
06.2021 - 06.2024
- Supported daily operations by coordinating team schedules and workflows.
- Assisted in training new staff on company policies and procedures.
- Managed inventory levels, ensuring timely replenishment of stock.
- Developed and maintained positive customer relationships to enhance service quality.
- Managed front office operations, ensuring seamless guest check-in and check-out processes.
- Trained and mentored front desk staff on best practices and customer service standards.
- Coordinated scheduling for front office personnel, optimizing staffing levels during peak times.
- Monitored guest feedback and resolved issues promptly to enhance overall satisfaction levels.
- Collaborated with housekeeping and maintenance departments to maintain operational readiness of facilities.
- Implemented inventory control measures for front office supplies, reducing costs while maintaining quality service.
- Balanced daily cash transactions, accurately maintaining financial records for the front office department.
- Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
- Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.
- Drafted employee work schedules to fill coverage gaps.
Technical Support Representative
Apple
Montgomery, AL
03.2020 - 05.2021
- Resolved customer inquiries through phone and chat, ensuring timely and accurate support.
- Documented technical issues and solutions in knowledge base for future reference.
- Resolved technical issues through effective troubleshooting and customer communication.
- Assisted customers with product inquiries, ensuring accurate information delivery and satisfaction.
- Collaborated with cross-functional teams to escalate complex issues, enhancing resolution efficiency.
- Developed user guides and FAQs to empower customers with self-service options, reducing support volume.
- Reduced call resolution time by effectively troubleshooting software and hardware problems.
- Managed multiple priorities simultaneously while maintaining focus on delivering exceptional customer service.
- Adapted quickly to new technology releases, staying informed on updates that could impact customer experience.
- Provided remote support for customers, guiding them through the resolution process stepbystep.
- Stayed up-to-date on product knowledge, ensuring accurate and timely information was relayed to clients.
Substitute Teacher
MPS
Montgomery, AL
08.2017 - 03.2020
- Developed engaging lesson plans tailored to diverse student needs and learning styles.
- Collaborated with teachers to ensure continuity in instruction and classroom activities.
- Collaborated with teachers to create inclusive classroom environments fostering student participation.
- Developed relationships with students, fostering a supportive and encouraging educational atmosphere.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
- Supervised lunchroom and recess activities.
- Collaborated with teachers to develop instructional materials and lesson plans.
- Took over class for regular classroom teacher, managing assignments, student needs, and recordkeeping.
- Organized and cleaned teaching areas after daily use to maintain high standards for returning teachers or other substitutes.
Student Office Aide
MPS
Montgomery, AL
08.2015 - 07.2017
- Provided administrative support to office staff, ensuring efficient operations and timely task completion.
- Organized and maintained office supplies, optimizing resource availability for team members.
- Assisted in coordinating events and meetings, facilitating logistics and communication among participants.
- Processed student records with attention to detail, ensuring accuracy and confidentiality of information.
- Collaborated with faculty on projects, contributing insights that supported educational goals and initiatives.
- Contributed to a positive work atmosphere by actively participating in team meetings, sharing ideas, and collaborating on solutions to address challenges.
- Maintained confidentiality of sensitive student information per FERPA guidelines while handling records requests or other inquiries.
- Provided exceptional customer service to all visitors and callers, creating a positive impression of the office atmosphere.
- Enhanced office efficiency by organizing and maintaining files, records, and paperwork.
Education
GED -
TRENHOLM STATE COMMUNITY COLLEGE
Montgomery, ALSkills
- Customer service
- Data entry
- Relationship building
- Computer proficiency
- Complaint handling
- Payment processing
- Scheduling
- Call center experience
- Problem resolution
Timeline
Customer Service Representative
Bank of America
08.2024 - 07.2025
Assistant Manager
Extended Stay America
06.2021 - 06.2024
Technical Support Representative
Apple
03.2020 - 05.2021
Substitute Teacher
MPS
08.2017 - 03.2020
Student Office Aide
MPS
08.2015 - 07.2017
GED -
TRENHOLM STATE COMMUNITY COLLEGE