Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sherise Brown

Port Arthur,TX

Summary

Possess 10+ years of inbound and outbound customer service experience in a call center environment that includes utilizing a high level of written and oral communication, active listening and analytical problem-solving skills. Motivated to maintain member satisfaction and contribute to company success. Strong attention to detail and emphasis on accuracy.

Overview

15
15
years of professional experience

Work History

Team Lead

Rave Financial
01.2024 - Current
  • Assist manager with tracking and updating PTO requests on calendar in addition to team meetings to share relevant information.
  • Handle escalation calls.
  • Complete 1-2 observations to ensure each team member meet the expectations of the G.R.E.A.T keys.
  • Schedule and complete coaching sessions to discuss observations.
  • Assist with approvals and questions for agents.
  • Assist with call back and Invo back up as needed.
  • Provide weekly stats to the team.


Electronic Service Representative

Mobiloil Credit Union
04.2018 - Current
  • Open new membership and additional share accounts using Meridian Link website.
  • Manage a great number of account inquires and requests that are submitted by email and chat services and serve as backup for assisting with account inquiries and requests within video banking platform.
  • Perform research and verification for wire transfer requests submitted online for consumer and business accounts by telephone and video banking.
  • Open cases using NCR Support Portal for resolution of online banking or mobile app technicalities and issue stop payments and additional research requests for Bill Payment within Partner Care.
  • Served as Beta tester for online banking and mobile app platform in addition for Symitar upgrade.
  • Assist with writing procedures to create seamless process.
  • Review and release check hold requests using Veritifi system

Call Center Representative

Mobiloil Credit Union
12.2010 - 04.2018
  • Completed and submitted loan application requests for all consumer loan types.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Trained new agents on departmental procedures and policies
  • Answered over 60 calls per shift to meet fast-paced call center demands.
  • Served as liaison between other departments for handling members requests.

Inbound Customer Service Representative

Conn's Corporate Office
09.2010 - 12.2010
  • Answered incoming calls to handled question and concerns using multiple systems.
  • Used Fiserv system to access transactions and payment history to answer billing inquiries. Performed calculations for refinancing of accounts.
  • Explained types of financial options and set up payment arrangements to bring accounts current.
  • Completed forms to correct posting transaction and to request changes to account. Administered outbound calls to collect payment on past due accounts.

Education

Some College (No Degree) - Accounting

University of Houston - Downtown
Houston, TX

Skills

  • Oral and Written Communication
  • Active Listening
  • Problem Solving
  • Research
  • Analytical Thinking
  • Time Management

Timeline

Team Lead

Rave Financial
01.2024 - Current

Electronic Service Representative

Mobiloil Credit Union
04.2018 - Current

Call Center Representative

Mobiloil Credit Union
12.2010 - 04.2018

Inbound Customer Service Representative

Conn's Corporate Office
09.2010 - 12.2010

Some College (No Degree) - Accounting

University of Houston - Downtown

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