Shawn Brown
Orange,NJ
Summary
Innovative, goal oriented, results driven professional with over 15yrs of customer service experience. Excellent communication skills with the ability to handle multiple projects simultaneously at a high degree of accuracy. Detailed oriented team player with exceptional organizational skills, committed to best practices and standards to coordinate project implementation deliverables.
Overview
14
14
years of professional experience
Work History
Central Station Operator Level 2
Securitas Security Technology
Fair Lawn, NJ
10.2021 - Current
- Support Customers, Technicians, PM's, Sales Reps, Vendors, Subcontractors etc by managing 130-160 calls per day on average, efficiently while maintaining professionalism within target timeframes. Monitor call queues and worked quickly to answer and resolve inquiries.
- Process all alarm activations on average resolving 100-130 alarms per shift in timely manner, Followup with customer, confirm issues are resolved
- Provide helpful, informative standard technical support for customer's alarm systems, troubleshoot as needed. Implement testing procedures and testing options.
- Remained calm and poised in stressful situations, diffusing angry callers and mitigating issues.
Dispatch Operation Supervisor
XPO Logistics (908)-282-7300
Elizabeth, NJ
09.2018 - 12.2020
- Supervise service dispatch of approximately 50 routes and drivers at a 70,000 square foot package distribution center. Develop and maintain center's dispatch plans and optimize routes to reduce miles, increase area trace. Ensure safety and quality control standards
- Scheduled and plan drivers routes and customer pick ups and delivery appointments. Preparing daily work schedule for all drivers, Answering all routed calls, Resolve customer issues and request, Create end of day productivity reports.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency.
Expeditor, CSR, Sales
Capitol Lighting (973) 887-8600
East Hanover, NJ
06.2016 - 08.2018
- Answering all inbound calls, equipped in handling all customer request for products,services and company information. Process customer's purchase orders and credit card transactions. Submit and create store and internet purchase orders. Process all cancellation for the entire company. Accurately logged all daily shipping and receiving orders. Invoicing store and Internet orders. Process returns, create shipping labels and track all parts orders. Schedule meeting between sales reps and home design
Cashier Clerk /Billing Clerk
Livingston Bagel Inc (973)-994-1915
Livingston, NJ
08.2015 - 03.2016
- Assist customers, Complete purchases through POS system , Manage catering order transactions and Invoiced orders. Generate bills using accounting system, cleaning duties.
Central Station Shift Supv / Dispatcher/ CSR/Sales
Supreme Security (908) 810-8833
Union, NJ
05.2010 - 09.2014
- Trained and supervised employees at high volume call center. Processed alarm activation,burglary/fire signals. Oversaw installation projects and testing procedures and alarm panel troubleshooting with customers and technicians.
- Answered all inbound calls and directed customers to appropriate departments using multi-line phone system. Perform accurate data entry for priority accounts.
Education
Computer Networking Admin
Katharine Gibbs School - New York City
New York, NYSkills
- Time Management
- Verbal and Written Communication
- Team Leadership/Collaboration
- Customer Relations/Problem Solving
- Follow-up skills
- Incident Reporting
- Security Protocols
- Professional Communication
- Policy compliance
Timeline
Central Station Operator Level 2
Securitas Security Technology
10.2021 - Current
Dispatch Operation Supervisor
XPO Logistics (908)-282-7300
09.2018 - 12.2020
Expeditor, CSR, Sales
Capitol Lighting (973) 887-8600
06.2016 - 08.2018
Cashier Clerk /Billing Clerk
Livingston Bagel Inc (973)-994-1915
08.2015 - 03.2016
Central Station Shift Supv / Dispatcher/ CSR/Sales
Supreme Security (908) 810-8833
05.2010 - 09.2014
Computer Networking Admin
Katharine Gibbs School - New York City