Valencia Chevelle O'Bryant
Brandon,FL
Summary
Hardworking Customer Service Professional with strong history of meeting and exceeding customer expectations. Service expert with record of achieving performance targets while maintaining high-quality standards. Expert-level knowledge of industry service protocols and best practices.
Friendly Customer Service Representative ready to resolve any problem. Troubleshoots technical issues and educates on logistics and policies, allowing for customer satisfaction without unnecessary escalation of support calls.
Results-oriented Customer Service Professional holds high level of professionalism and courtesy at all times. Manages high-volume of inbound and outbound customer calls to assist callers with various issues.
Overview
31
31
years of professional experience
Work History
Customer Service Professional
Tampa Electric
Tampa, FL
04.2020 - Current
- Handle and resolve customer issues via digital communication channels.
- Effectively managing customer interactions, dispute resolution, and recordkeeping by utilizing CRM/SAP software.
- Manage a wide range of account request for both new and existing clients. This involved processing transfers in service, name changes, move-ins billing inquiries along with other types of requests.
- Proactively resolve customer concerns, ensuring timely and effective solutions for enhanced customer satisfaction.
Licensed Insurance Sales Professional
Esurance
Tampa, FL
11.2018 - 04.2020
- Developed new policy quotes and explained requirements and limits to potential policyholders
- Provided world-class insurance services to existing customer base, boosting client satisfaction and retention
- Delivered superior customer service by explaining insurance products, suggesting policy updates and guiding sales process to address customer needs
- Identified prospective customers using established lead development methodologies for new business
- Qualified sales leads generated from diverse sources
- Contacted policyholders and modified plans to reflect changing requirements and preferences.
Online Chat Representative
Verizon
Tampa, Florida
05.2010 - 11.2016
- Offered prompt, courteous and accurate information to customers requesting assistance via web-based chat
- Backed up fellow chat agents needing help with specific issues or customers
- Increased company revenue by cross-selling products to new and existing customers
- Processed customer exchanges, refunds and bill adjustments to correct product or service problems
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
Sales Customer Support Specialist
Verizon
Tampa, FL
08.1993 - 05.2010
- Improved back-end sales processes through successful coordination with sellers, sales management and operations traffic teams
- Trained associates and service representatives on sales transaction processes
- Attended regularly scheduled video conferences for team meetings and one-on-one coaching
- Set up customer accounts in system and updated details to reflect current information
- Navigated multiple computer systems and utilized search tools to find information.
Education
Master of Science (M.S - Business Management
University of Phoenix
11.2010
Bachelor of Science (B.S - Business Administration
Nova Southeastern University
03.2009
Skills
- Time Management
- Strong communication written and oral
- Critical Thinking
- CRM Software
- De-Escalation Techniques
- Call management
- Problem resolution
- Self Motivated
- Customer service Excellence
- Microsoft OfficeSuites
Timeline
Customer Service Professional
Tampa Electric
04.2020 - Current
Licensed Insurance Sales Professional
Esurance
11.2018 - 04.2020
Online Chat Representative
Verizon
05.2010 - 11.2016
Sales Customer Support Specialist
Verizon
08.1993 - 05.2010
Master of Science (M.S - Business Management
University of Phoenix
Bachelor of Science (B.S - Business Administration
Nova Southeastern University
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