Paul Brainerd
Aurora,US
Summary
Hardworking customer service professional accustomed to fast-paced Technical Support scenarios in call-center environments. Works quickly to understand, document and resolve customer concerns; driving satisfaction while meeting demanding business objectives. Well-versed in modern Tech Company standards Call center Operations, and Some State Regulatory work while folowing professional and best practices.
Overview
11
11
years of professional experience
Work History
Licensing Specialist
Pearson VUE
East Aurora, Colorado
04.2023 - 04.2024
- Reviewed and verified licensing applications for accuracy
- Compiled and maintained licensure records
- Prepared and submitted license renewal applications
- Assisted in streamlining licensure procedures
- Researched state-specific licensing regulations
- Ensured compliance with licensure requirements
- Developed tracking system for license renewals
- Analyzed licensing activity trends
- Investigated customer inquiries on license status
- Prepared reports on licensing activities
- Provided customer support during application process
- Performed quality assurance checks on documents
- Coordinated with vendors for documentation
- Stayed updated on licensing regulations
- Explored new markets for licensing services
- Facilitated communication on licensing matters
- Created training materials on licensing policies
- Informed customers about license status changes
- Verified document authenticity
- Investigated past and current licensees
- Evaluated applications for eligibility
Head of Customer Support
E Power Solutions
Aurora, CO
06.2021 - 12.2022
- Answered customer and employee inquiries via calls, emails, posts, and chats
- Provided routing information to distributors, clients, and customers
- Used various e-commerce platforms for sales tracking and product management
- Managed returns through local and online methods
- De-escalated stressful situations with upset customers
- Responded to service requests and emergency call-outs promptly
- Updated inventory spreadsheets and pricing regularly
- Developed and maintained customer service policies
- Reviewed customer feedback for support operation improvements
- Analyzed customer data to enhance satisfaction strategies
Customer Support Representative
OpenTable Inc.
Aurora, Colorado
11.2018 - 05.2020
- Conducted real-time software training for clients and their employees
- Handled high volumes of customer and employee inquiries via various channels
- Utilized CRM systems including Salesforce, Slack, and Microsoft products
- Demonstrated active listening skills and handled escalated calls effectively
- Proficient in multi-tier reporting and ticketing systems
- Knowledgeable in Android and Apple hardware/software and networking protocols
- Focused on achieving first-call resolution
- Responded promptly to service requests and emergency call-outs
Community Advisor
Enquire Solutions LLC
Greenwood Village, CO
09.2017 - 08.2018
- Managed inbound calls from prospects and senior communities
- Tracked software issues and swiftly resolved them
- Maintained engaging rapport with prospects regarding senior living communities
- Responded to prospect inquiries about communities and sold services/amenities
- Provided information about community criteria and set tours for prospects
- Conducted phone or internet chats to match prospect needs with community offerings
- Mastered communication systems including phone, email, and databases like Salesforce
Product Service Vendor and Merchandiser (Several Independent Contracts)
Premium Retail Solutions
Aurora, CO
04.2013 - 12.2016
- Demonstrated smart television and Bluetooth technologies to walk-in customers
- Built rapport and answered technical questions
- Discussed services, specifications, and options using effective sales techniques
- Provided excellent customer service in person and over the phone
- Trained new employees comprehensively
- Entered product orders and managed deliveries
- Ensured efficient multitasking and timely completion of duties
- Maintained adequate product availability for smooth daily operations.
Education
Psychology
Mesa Community College
2002
Diploma -
Eton Charter High School
1998
Skills
Interacting with Application Software and Operating Systems: 5 years diagnosing and resolving unique, non-recurring problems
- Installation and Configuration: 4 years assisting on projects installing, configuring, and maintaining desktops, laptops, Macs, and peripheral equipment within standards
- Help Desk Support: 4 years providing help desk support, desktop support, and basic network administration
- Technical Troubleshooting: 4 years troubleshooting and resolving issues in service desk and sales settings
- Hardware and Software Maintenance: 4 years maintaining and upgrading PC/Thin Client/MAC hardware, Samsung computing devices, and software for optimal performance
- Customer Assistance: 2 years using Active Directory services and remote access tools
- Microsoft Office: Proficient in Excel, Word, and PowerPoint
- Call Center Support: Extensive background in call center support systems, quality assurance, and technical troubleshooting for various devices and networking systems
- Multitasking and Detail-Oriented: Grade A multitasking skills and highly detail-oriented
Additionally, experienced in:
- Licensing Specialist: 1 year experience in application analysis/processing, customer service, and operational support, including thorough knowledge of business rules, State Regulatory laws or changes while utilizing web-based platforms for licensing requirements Sirconcom and NIPRcom and proprietary CRM's
Affiliations
- I am a big fan of nature. Fishing, camping, and Swimming. I also love to play music, read a barrage of books, and have 16 years of Marriage.
Timeline
Licensing Specialist
Pearson VUE
04.2023 - 04.2024
Head of Customer Support
E Power Solutions
06.2021 - 12.2022
Customer Support Representative
OpenTable Inc.
11.2018 - 05.2020
Community Advisor
Enquire Solutions LLC
09.2017 - 08.2018
Product Service Vendor and Merchandiser (Several Independent Contracts)
Premium Retail Solutions
04.2013 - 12.2016
Psychology
Mesa Community College
Diploma -
Eton Charter High School
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