Patricia Brown
Houston,TX
Summary
Talented Administrative Professional with expert team leadership, planning and organizational skills built during successful career. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Excellent oration and interpersonal skills.
Overview
26
26
years of professional experience
Work History
Airline Customer Service Agent PT 20 Hours Week
United Airlines
02.2022 - Current
- Provided high level of customer service to each person by engaging customers and using active listening and effective interpersonal skills.
- Boarding, rebooking, driving jet bridge. Agent on Demand.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Greeted passengers, assisted with carry-on baggage stowage, and delivered onboard announcements.
Applicant Services Program Specialist (Reservist)
FEMA - Department Of Homeland Security
09.2021 - Current
- Focused, highly motivated, organized and strongly ethical worker that has experience administering and processing requests for Federal Disaster Assistance for disaster survivor through Individual Assistance (IA) and Individuals Housing Program (IHP). Assist team members, leads and supervisors with administering IA programs and plans impacting delivery of disaster recovery services by processing applications and making eligibility decisions. Diffusing angry, suicidal, and devastated survivors.
- Perform over 50 inbound and outbound calls and case processing using various call center software and call center management applications.
- Communicated with disaster survivors to discuss case status and provide clarification with assistance process, disaster assistance programs and current case status.
Sr. Reports Clerk/CSR/Administrative Assistant
AT&T
07.1997 - 09.2019
- Hiring Contractors, Made qualification and eligibility determinations of prospective employees and or job applicants.
- Managing diversity in the workforce, Union steward, Motivating team members to achieve goals and objectives.
- Scheduled over 200 contractors according to project timelines and award jobs to most qualified candidate. Monthly, weekly, Annual Reports, Prepare Job announcements, Resolve complex placement/awarding and award large bid proposals.
- Engaged clients in person and over phone to answer questions and address complaints.
- Trained and directed 90% new employees in call script use, conflict resolution and data entry practices, boosting customer satisfaction ratings 100%.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Provides guidance, consultation, advice and assistance to management on all aspects of employee relations issues.
Education
Bachelor of Arts - Liberal Arts And General Studies
Texas Southern University
Houston, Texas05.2019
Skills
- Substitute Teacher
- Former 911 Telecommunicator; experience working with people in crisis
- Recruiting, interviewing, selecting and hiring employees
- Planning, training, administering, or evaluating programs designed to develop employees and manage learning within organization
- Assisting managers and supervisors in establishing, and maintaining effective performance
- Team lead and union steward that provided assistance to employees and managers in simple and complex matters related to conduct, performance, attendance and dispute resolution
- Experience in conflict resolution and diffusing angry customers
Timeline
Airline Customer Service Agent PT 20 Hours Week
United Airlines
02.2022 - Current
Applicant Services Program Specialist (Reservist)
FEMA - Department Of Homeland Security
09.2021 - Current
Sr. Reports Clerk/CSR/Administrative Assistant
AT&T
07.1997 - 09.2019
Bachelor of Arts - Liberal Arts And General Studies
Texas Southern University
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