Shennia Bryant
Customer Care Agent
Detroit,MI
Summary
Professional with strong background in customer support, ready to excel in delivering exceptional service. Proven track record in resolving issues efficiently while maintaining high level of satisfaction. Skilled in communication, problem-solving, and team collaboration. Known for adaptability and focus on achieving results.
Overview
25
25
years of professional experience
Work History
Customer Care Agent-Tier 1
USPS, United States Postal Service
01.2016 - 03.2023
- Resolved customer inquiries and issues effectively, ensuring high levels of satisfaction.
- Managed order processing and tracking using USPS systems to maintain accuracy.
- Developed solutions for recurring customer concerns, improving overall service efficiency.
- Analyzed feedback data to identify trends and recommend improvements in processes.
- Adhered strictly to data protection guidelines, ensuring that the confidential information of customers was treated with utmost respect and diligence throughout all interactions.
- Improved first-call resolution rates through thorough research of complex cases before escalating them to higher-level support teams.
- Provided empathetic assistance to distressed customers, demonstrating genuine concern for their needs and fostering brand loyalty.
- Built rapport with clients, resulting in increased customer loyalty and positive feedback.
- Maintained up-to-date knowledge of products and services to effectively assist customers with their needs.
- Increased issue resolution rate through continuous training and performance evaluation.
- Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
- Participated in regular team meetings designed to evaluate current processes, share ideas for improvement, and celebrate successes achieved within the department.
- Managed high call volume while maintaining exceptional service quality for all customers.
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Navigated multiple computer systems and applications to find information.
Clerk-Mail
USPS, United States Postal Service
02.1998 - 03.2023
Education
Associate of Science - Mental Health/Addiction Studies
Wayne County Community College
Detroit, MI06-2013
Timeline
Customer Care Agent-Tier 1
USPS, United States Postal Service
01.2016 - 03.2023
Clerk-Mail
USPS, United States Postal Service
02.1998 - 03.2023
Associate of Science - Mental Health/Addiction Studies
Wayne County Community College
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