Pieatra Brown
Humble,USA
Summary
Dynamic professional with a proven track record in call center operations and technical support, demonstrated at Veterans Evaluation Services. Excelled in delivering high-quality customer service, mastering system documentation, and leveraging interpersonal skills to exceed sales goals. Achieved significant improvements in customer satisfaction and operational efficiency.
Overview
6
6
years of professional experience
Work History
Call Center Agent
Veterans Evaluation Services (VES) A Maximus Company
09.2022 - Current
- Handle a large volume of inbound and outbound calls in a timely manner.
- Follow communication scripts, and use knowledge of the company's products and services to go off-script when necessary.
- Identify veterans' needs, research issues, resolve complaints, and provide solutions to assist in scheduling compensation and pension exams.
- Maintain ownership of calls throughout the lifecycle of a caller's request, including follow-ups with the escalation team.
- Answered calls, left voicemails, and scheduled follow-up calls.
- Transferred phone calls to the proper department or individual, as necessary.
PSE Mail Processing Clerk
United States Postal Service
11.2020 - 04.2022
- Process incoming and outgoing mail using automated mail processing equipment or manual methods of sortation and distribution
- Also collate, bundle, and transfer processed mail from one area to another, and handle sacks of letter mail or parcels weighing as much as 70 pounds
- Kept work area clean, organized, and safe at all times in accordance with company policies
- Ensured compliance with local postal regulations by following safety procedures when handling hazardous materials
- Inspected labels on packages and letters for correct addresses and other relevant information prior to dispatching
- Reported any damage or irregularities found during processing activities to the supervisor immediately
Contact Tracer (Contract)
Favorite Healthcare Staffing
07.2020 - 09.2020
- Provided guidance and recommendations on quarantine protocols based on contact tracing results
- Collaborated with other healthcare professionals to ensure efficient operations within the organization's Contact Tracing program
- Utilized excellent interpersonal skills to engage individuals in conversations regarding their contact history
- Ensured compliance with all relevant laws pertaining to patient privacy rights such as HIPAA regulations
- Assisted with follow up calls to monitor progress of those under quarantine or isolation orders
Sales Representative
Alorica
07.2018 - 12.2018
- Communicated product features, advantages, and benefits to customers
- Utilized persuasive communication techniques to close deals quickly and efficiently
- Managed customer accounts by providing accurate information on product availability and pricing
- Worked with management teams to develop annual sales plans, goals, and targets
- Negotiated contracts and prices with clients to exceed sales goals
- Developed comprehensive proposals for prospective clients based on their needs
Education
Associate of Science - Dental hygiene Candidate
Lone Star College
Kingwood, TX06-2026
Skills
- Call Center Operations
- System Documentation
- Technical Support
- Quality Control
- Interpersonal Skills
- Attention to Detail
- Active Listening
- Telephone Etiquette
- Computer Literacy
Timeline
Call Center Agent
Veterans Evaluation Services (VES) A Maximus Company
09.2022 - Current
PSE Mail Processing Clerk
United States Postal Service
11.2020 - 04.2022
Contact Tracer (Contract)
Favorite Healthcare Staffing
07.2020 - 09.2020
Sales Representative
Alorica
07.2018 - 12.2018
Associate of Science - Dental hygiene Candidate
Lone Star College
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