Randi Brown
Cincinnati
Summary
Customer Service Specialist with over 6 years of providing exceptional support to diverse clientele. Proficient in managing high-volume chat interactions, handling up to 100+ chats daily across multiple concurrent sessions, while maintaining efficiency and quality. Skilled in de-escalating frustrated customers and delivering effective solutions to resolve issues promptly. Demonstrates strong communication skills and a passion for helping people, fostering positive customer experiences, and building lasting relationships. Recognized for adaptability, problem-solving, and a commitment to customer satisfaction.
Overview
7
7
years of professional experience
Work History
Chat Support Representative
Hyatt Corporation
12.2022 - 12.2024
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
- Conducted thorough research to provide accurate information, ensuring prompt resolution of customer concerns.
- Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
- Collaborated with team members to share best practices for handling complex inquiries and improving overall performance.
- Contributed to a positive work environment by assisting colleagues in resolving challenging situations when needed.
- Maintained extensive knowledge of company policies, procedures, and offerings to effectively address customer needs.
- Reduced escalations to higher-level support teams by successfully addressing customers'' issues at the first point of contact.
- Expedited issue resolution with efficient multitasking and prioritization of multiple chat conversations simultaneously.
Customer Service Representative
INCEPT SOLUTIONS, CINCINNATI, OH
09.2020 - 06.2021
- Identified, researched and resolved customer issues using computer system
- Provided fast and friendly customer service experience every visit
- Resolved customer issues and concerns with urgency and professionalism
- Provided customers with product and service information
Customer Service Representative
ANTHEM INC, CINCINNATI, OH
09.2019 - 01.2020
- Demonstrated efficient and accurate telephone skills
- Greeted and assisted all customers in prompt, friendly and courteous manner
- Provided assistance with maintaining customer records and accounts
- Listened to customers and maintained friendly, positive, professional attitude
- Made outbound calls for purpose of sales, follow-up, courtesy and collection
Environmental Service Tech.
CROTHALL, CINCINNATI, OH
09.2017 - 10.2019
- Maintained all equipment and supplies in proper condition
- Reported all injuries and hazards to supervisor immediately
- Maintained and kept all janitorial closets in proper order
- Kept janitor closets and housekeeping supply rooms clean and orderly
- Dusted all furniture, hanging pictures and fixtures
- Conducted work tasks safely and in compliance with community's safety program
Cashier
UNITED DAIRY FARMERS, CINCINNATI, OH
05.2019 - 09.2019
- Practiced operation invitation and positive customer interactions
- Made eye contact, smiles, greets and offered help to every customer
- Performed cash transactions with accuracy and precision
- Assisted manager in daily operation of retail venues
Education
High School Diploma -
WITHROW UNIVERSITY HIGH SCHOOL
05.2016
Skills
- Quick typing
- Language fluency
- Empathy display
- Performance tracking
- Problem-solving skills
- Time management
- Attention to detail
- Multitasking Abilities
- Calm and professional under pressure
- Excellent communication
- Computer skills
- Understanding customer needs
Timeline
Chat Support Representative
Hyatt Corporation
12.2022 - 12.2024
Customer Service Representative
INCEPT SOLUTIONS, CINCINNATI, OH
09.2020 - 06.2021
Customer Service Representative
ANTHEM INC, CINCINNATI, OH
09.2019 - 01.2020
Cashier
UNITED DAIRY FARMERS, CINCINNATI, OH
05.2019 - 09.2019
Environmental Service Tech.
CROTHALL, CINCINNATI, OH
09.2017 - 10.2019
High School Diploma -
WITHROW UNIVERSITY HIGH SCHOOL
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