Schuyler Brown
Lansing
Summary
Dynamic Customer Service Supervisor with a proven track record at CATA, enhancing team efficiency and resolving escalated complaints through active listening. Skilled in problem-solving and time management, I foster collaboration across departments, driving innovative cash handling processes and improving customer satisfaction ratings.
Overview
2026
2026
years of professional experience
Work History
Customer Service Supervisor
CATA
Lansing, MI
03.2019 - 10.2025
- Supervised daily operations of customer service team to enhance efficiency and productivity.
- Trained staff on all cash handling process and procedures.
- Monitored performance by listen to calls and observing customer interactions. Giving each representative a performance review.
- Facilitated collaboration among cross-functional teams to develop innovative processes for cash handling.
- Collaborated with other departments to address recurring customer concerns to provide better customer service.
- Resolved escalated customer complaints, ensuring satisfaction and loyalty. Processed any complaints we got by mail, chat and/or phone into our complaint system.
- Audited all media (bus passes & tokens) for 3 locations.
- Processed CATA club applications, Veteran cards and Student IDs.
- Enrolled customers into mobile pay. Entering all their personal information and adding any qualifications to their account.
- Answer any incoming calls regarding route information and or CATA.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Processed transactions accurately using point-of-sale system
Customer Service Representative
Maximus
Lansing, MI
2016 - 2018
- Assisted customers with inquiries, providing accurate information and resolving issues efficiently.
- Managed high-volume calls while maintaining professionalism and empathy in customer interactions.
- Collaborated with team members to enhance service delivery and improve customer satisfaction ratings.
Customer Service Representative
American Red Cross
Lansing, MI
2014 - 2015
- Solicited financial donations by phone when providing information on how to support disaster relief
- Managed high-volume calls while maintaining professionalism and empathy in customer interactions.
- Assisted customers with inquiries, providing accurate information and resolving issues efficiently.
Customer Service Representative
Express Employment Professionals
Lansing, MI
2011 - 2013
- Monitored performance metrics, contributing to team strategies for achieving operational goals.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Sales Associate
Walmart
Lansing, MI
2008 - 2010
- Assisted customers in locating products and providing product information
- Maintained cleanliness and organization of sales floor and stockroom
- Processed transactions accurately using point-of-sale system
- Collaborated with team members to achieve store sales goals
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
Education
High School Diploma -
Sexton High School
Lansing, MISkills
- Problem-solving
- Time management
- Customer service
- Multitasking and organization
- Positive and constructive feedback
- Handling escalations
Additional Information
I’ve taken several leadership and customer service courses to enhance my skills.
Timeline
Customer Service Supervisor
CATA
03.2019 - 10.2025
Customer Service Representative
Maximus
2016 - 2018
Customer Service Representative
American Red Cross
2014 - 2015
Customer Service Representative
Express Employment Professionals
2011 - 2013
Sales Associate
Walmart
2008 - 2010
High School Diploma -
Sexton High School