Summary
Overview
Work History
Education
Skills
References
Languages
Accomplishments
Timeline
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Theresa Brewer

El Paso,United States

Summary

Goal-driven professional with a diverse background in customer service, hospitality, and military service. Recognized for exceptional communication skills and a robust work ethic, with proven leadership and problem-solving abilities honed in high-pressure environments. Demonstrates a strong aptitude for resolving customer concerns through expertise, empathy, and efficiency. Actively pursuing opportunities in animal care and conservation to align personal passions with professional aspirations.

Overview

7
7
years of professional experience

Work History

Customer Service Agent

BPO American
El Paso, United States
01.2023 - Current
  • Resolved customer inquiries, complaints, and issues providing insightful solutions
  • Answered inbound calls to greet and assist customers with various needs and questions
  • Documented detailed notes in CRM system to track customer interactions
  • Returned customer calls and responded to inquiries and complaints
  • Provided solutions, recommendations and replacements with empathy and positive feedback
  • Resolved product and service issues promptly
  • Offered products and services to meet customers' needs and goals
  • Communicated with clients over phone, email and chat platforms
  • Navigated multiple systems to identify source of issue
  • Handled escalated callers to reach positive outcomes
  • Relayed new and relevant information to customers and followed up on promises
  • De-escalated customer complaints using specialized communication techniques
  • Addressed customer concerns and complaints and resolved issues promptly
  • Shared relevant tools with customers as necessary to reduce support call frequency
  • Combined active listening skills, prepared scripts and personal communication expertise to determine best solution for each caller
  • Researched issues across multiple databases to fully understand and address concerns
  • Directed phone calls to shorten service time and steer conversations towards targeted solutions
  • Researched assistance requested and offered accurate information to resolve issues and respond to inquiries

Wheeled Vehicle Mechanic (91B)

U.S Army National Guard
El Paso, United States
01.2020 - Current
  • Determined appropriate parts needed for repair jobs by checking technical manuals for make and model of vehicle and verifying part's national stock numbers
  • Removed and disassembled engines and major assemblies and sub-assemblies, including fuel, hydraulic and oil pressure systems
  • Performed preventive maintenance on military vehicles, including oil changes, lubrication and tune-ups
  • Conducted scheduled, routine maintenance service on wheeled vehicles, including tune-ups, oil changes and lubrication
  • Troubleshot diesel and gas engines and transmissions to examine parts for damage and excessive wear
  • Checked all fluid levels to verify adequate levels, including oil, fuel and coolant levels
  • Performed maintenance and oil changes, multi-point vehicle inspections and vehicle maintenance-related operations
  • Inspected vehicles to determine extent of damage or malfunctions
  • Test-drove vehicles before and after service to verify functionality and quality of repairs
  • Examined parts and systems for signs of trouble and wear
  • Assessed vehicle damage, traced malfunctions and isolated faults
  • Maintained good working relationship with co-workers and management
  • Remained calm and poised in difficult, tense or stressful situations
  • Maintained clean and organized work areas, disposing of trash, and debris to reduce hazards
  • Used good judgment to help solve problems
  • Addressed concerns quickly to avoid lasting issues
  • Worked well with different people to address challenges and solve problems collaboratively
  • Able to type 56 WPM

Shift Leader

Firehouse Subs
Fort Mill, United States
01.2018 - 12.2022
  • Managed operations during shift, with total awareness of activities of employees and customers
  • Motivated team to deliver quality service while promoting energetic and collaborative environment
  • Delegated tasks, communicated expectations and directed workflows to improve performance
  • Reduced health risks and service challenges with strong attention to quality control and safe food-handling practices
  • Drafted daily sales reports and accurately reconciled cash drawers
  • Guided staff in absence of direct supervisors
  • Performed or delegated opening and closing tasks in alignment with checklists
  • Cultivated safe and welcoming environment for guests and staff by monitoring and enforcing health and sanitation requirements
  • Prepared shift reports, keeping management informed of daily operations
  • Monitored team performance and appearance to verify compliance with service and uniform standards
  • Checked inventory daily to verify adequate supply levels for each shift
  • Handled escalated complaints with swift acknowledgement, expert conflict-resolution and creative problem-solving
  • Assessed customer needs and issued complementary services to drive customer loyalty
  • Mentored team members in company products, policies and service standards

Education

High School Diploma -

Rock Hill High School
Rock Hill, SC, United States
01.2020

Bachelor of Science - Animal Science

Unity Environmental University
Maine

Skills

  • Call control
  • Multitasking and organization
  • Conflict resolution
  • Problem resolution
  • Call center experience
  • Customer service
  • Customer focus
  • Empathetic and genuine
  • Outstanding communication skills
  • Verbal and written communication
  • Payment processing
  • Active listening
  • Email management
  • Inbound call management
  • Relationship building
  • Team collaboration
  • Inbound customer service
  • Phone etiquette
  • Servicing vehicles
  • Tire services
  • Computer skills
  • Analytical and critical thinking
  • Leadership
  • Verbal communication
  • Communication
  • Friendly, positive attitude
  • Calm under pressure
  • 62 wpm typing speed

References

  • Cathy Bolduc, (803) 632-4681
  • Cindy Tirinato, (803) 650-6341, tegacaysc@firehousesubs.com

Languages

English

Accomplishments

Deans List:

  • Issued by Unity Environmental University · Jan 2025
  • Receive a 3.5 GPA or higher while earning 9 credits in a 4-term period.

Timeline

Customer Service Agent

BPO American
01.2023 - Current

Wheeled Vehicle Mechanic (91B)

U.S Army National Guard
01.2020 - Current

Shift Leader

Firehouse Subs
01.2018 - 12.2022

High School Diploma -

Rock Hill High School

Bachelor of Science - Animal Science

Unity Environmental University

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Theresa Brewer