Summary
Overview
Work History
Education
Skills
References
Languages
Work Availability
Work Preference
Quote
Accomplishments
Timeline
AssistantManager
Tammy Brown

Tammy Brown

Customer Service Representative
Midway Park,NC

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

8
8
years of professional experience
1
1
Language

Work History

Investigations & Regulatory Rep

PayPal
08.2022 - 06.2024
  • Assisted customers with PayPal transaction issues, disputes, billing agreements, and PayPal Product inquiries to create a seamless experience.
  • Provided exceptional customer support by promptly responding to phone calls and chat messages, ensuring timely resolution of issues or escalation to the appropriate team at PayPal.
  • Made proactive recommendations and educated customers on the features and benefits of PayPal products to enhance satisfaction and foster stronger relationships
  • Analyzed client demands, resolved problems, and provided suitable remedies.
  • Maintained a deep understanding of company policies and website information, enabling efficient resolution of inquiries related to FAQs or policy matters.
  • Executing strict adherence to guidelines for maintaining the privacy and security of all PayPal customers.

Sr., Rep-Tech Support

Verizon (Remote)
06.2020 - 04.2022
  • Consistently provided expert technical support to Verizon customers through effective troubleshooting of hardware, software, applications, networks, and devices resulting in increased customer reassurance and satisfaction.
  • Actively listened to the needs of Verizon customers to provide long-term solutions.
  • Consistently achieved successful outcomes through independent problem-solving
  • Handled challenging interactions with customers while maintaining a professional demeanor.
  • Assisted customers with their inquiries regarding product selection, ordering process, billing procedures, returns and exchanges as well as technical issues.
  • Consistently provided exceptional customer service to guarantee a high level of customer satisfaction.
  • Maintained comprehensive documentation of customer interactions, transactions, and comments to refer back to in the future.
  • Maintained communication with customers post-issue resolution through regular follow-up calls.

Customer Care

Verizon
10.2019 - 06.2020
  • Achieved success in resolving complex customer challenges including device troubleshooting, bill disputes, and various service inquiries
  • Delivered innovative and individualized solutions to high volume of customer calls, satisfying the ever-changing needs of our diverse customer base
  • Built trust and established strong relationships with customers, actively listening to their concerns and providing responsive solutions as a vital liaison between Verizon and clients.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Assisted customers with product selection, ordering, billing, returns, exchanges, and technical support.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Maintained detailed records of customer interactions, transactions, and comments for future reference.
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Resolved customer complaints promptly and efficiently.

Trace Manager/Customer Service/. Com Tech Support

Convergys
01.2018 - 10.2020
  • Managed and resolved issues related to lost, damaged, and late packages for FedEx Shippers, Recipients, and third-party customers
  • Collaborated closely with FedEx Terminals, Hubs & Long Haul to monitor package movements and facilitate the process of relabeling, repackaging, and redirecting shipments for correct recipient.
  • Provided exceptional customer service to a diverse range of clients, delivering positive interactions on a global scale through my role as a Customer Service Rep at both FedEx Express and FedEx Ground.
  • Demonstrate mastery in understanding customer needs, delivering effective solutions, and maintaining comprehensive knowledge of FedEx Ground shipments.
  • Monitored and provided timely updates on package delays and exceptions
  • Demonstrated proficiency in managing high-pressure work environments and stressful situations
  • Worked collaboratively with FedEx Businesses and customers to identify system requirements and provide technical support through testing and troubleshooting
  • Stay updated on technology practices and tools to effectively aid merchants in applying internal tools and workflows
  • Effectively communicated with technical and non-technical personnel
  • Demonstrated expertise in resolving log-in issues, updating profiles, as well as handling label creation and tracking on FedEx.com

Travel Guide/Customer Service Representative

Convergys
Jacksonville, NC
12.2016 - 01.2018
  • Efficiently managed vacation reservations, membership renewals, and upselling of travel protection products as part of sales responsibilities.
  • Assisted customers in booking accommodations and transportation services.
  • Researched destinations to ensure accuracy of information.
  • Resolved any issues that arose during the course of a trip.
  • Recommended activities that are suitable for different types of travelers.
  • Collaborated with colleagues from other departments to enhance customer service experience.

Education

High School Diploma -

Hedgesville High School
Hedgesville, WV
06-1976

Skills

  • Customer Support
  • Technical Troubleshooting
  • Performance Improvement
  • Call Management
  • Product Knowledge
  • Credit card payment processing
  • 10-Key
  • Follow-up skills
  • De-Escalation Techniques
  • Technical Support
  • Microsoft Outlook
  • Typing proficiency
  • Inbound Phone Call Management
  • Delivery Tracking
  • Resolving issues
  • Call Control
  • Problem-solving skills
  • System Documentation
  • Verbal and written communication
  • Performance monitoring

References

~References Available Upon Request

Languages

English
Native/ Bilingual

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full TimePart Time

Work Location

Remote

Important To Me

Work-life balanceCareer advancementPaid sick leavePaid time off4-day work weekFlexible work hoursWork from home optionPersonal development programs

Quote

It's Never too late to be what you might have been!
Tammy Brown

Accomplishments

Reduced average call handling time by 15% without compromising quality.

Answered Team Mates work-related questions via Microsoft Teams in between calls.

Composed summary of knowledge articles, reference ID, and notes from day one of training and was recognized by Management which led to adding the training document to the curriculum.

Timeline

Investigations & Regulatory Rep

PayPal
08.2022 - 06.2024

Sr., Rep-Tech Support

Verizon (Remote)
06.2020 - 04.2022

Customer Care

Verizon
10.2019 - 06.2020

Trace Manager/Customer Service/. Com Tech Support

Convergys
01.2018 - 10.2020

Travel Guide/Customer Service Representative

Convergys
12.2016 - 01.2018

High School Diploma -

Hedgesville High School

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Tammy BrownCustomer Service Representative