Serenity Brewster
Orlando
Summary
Customer Service professional with over 8 years of experience. Demonstrates exceptional ability in developing solutions to minimize emergency calls and ensure top-notch customer support. With strong skills in communication, negotiation, and customer service, and is dedicated to driving continuous improvement and achieving high satisfaction rates in service delivery.
Overview
6
6
years of professional experience
Work History
Retention Specialist
Charter Communications, Spectrum
09.2024 - Current
- Accept calls providing customer service
- Prevent cancellations of service
- Built constructive customer relationships to improve loyalty and customer satisfaction
- Promote and upsell other services
- Participate in weekly team meeting
- Provide assistance to guide fellow employees to provide solutions
Dispatcher/Customer Service
Alorica
08.2023 - 02.2024
- Implement innovative strategies to improve the clients satisfaction and the reassurance of the passengers safety
- Collaborate with elevator technicians to understand common issues and develop proactive solutions to minimize emergency calls
- Maintain high call volume inbound and outbound to help passengers who are trapped in elevators such as dispatching technicians as well as law enforcement to help the passengers in all 50 states
- Redirected new or expired clientele to the appropriate department
Recruiter/Supervisor
National Enterprise Systems
08.2021 - 07.2023
- Implement strategies to improve turnover rates and employee satisfaction within the recruitment team, ensuring long-term commitment and engagement from the new hires
- Collaborate with hiring managers to review key performance indicators for recruitment success
- Conducted background checks to ensure eligibility for completion of recruitment process
- Scheduled and held in-person/virtual interviews
- Collaborate with department leads to identify key skill gaps within the organization and develop training programs to up-skill existing employees, increasing overall team performance and efficiency in a competitive market
- Made outbound calls to Bank of America customers to advise of past due credit card payments and assist with setting up payment arrangements to help pay off debt
- Supervisor team lead for 3rd party collections for Bank of America
- Monitored calls for agents to ensure they are meeting their metrics and quotas
- Coached agents on calls and ensuring the success of agents
- Attended weekly/daily meetings with corporate executives on new policies to discuss how to apply these to all agents
- Check and send daily emails
- Report weekly metric scores to manager
Key Holder
Subway
06.2019 - 06.2021
- Prepared daily meat and produce
- Opened and closed stores at various locations
- Responsible for taking inventory and putting truck orders away
- Nightly money drops and deposits
- Ensure compliance with Subway's food safety and hygiene standards to maintain a safe and clean environment for customers and staff
- Collaborated with the district manager to find opportunities for streamlining inventory management processes and reducing food waste, leading to cost savings and improved efficiency for Subway stores
- Prepared meals made to order
- Cash out customers
- Maintained a clean and sanitary food storage
- Prepared and baked bread
- Cleaned dining and beverage area hourly
- Maintained COVID-19 protocol
Education
High school diploma -
Clarke Central High School
Athens, GA05.2020
Skills
- Communication skills
- Sales
- Customer service
- Typing
- Negotiation
Personal Information
Age: 22
Timeline
Retention Specialist
Charter Communications, Spectrum
09.2024 - Current
Dispatcher/Customer Service
Alorica
08.2023 - 02.2024
Recruiter/Supervisor
National Enterprise Systems
08.2021 - 07.2023
Key Holder
Subway
06.2019 - 06.2021
High school diploma -
Clarke Central High School
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