Thomas Brannan
Garner,NC
Summary
Have worked in my current job for 7 years completely remote, The first 4 years I was a customer service agent taking around 100 inbound calls a day both assisting customers with issues and promoting/selling products.
for the past 3 years I've been in more of a supervisor role helping customer service agents become the best versions of themselves.
Overview
7
7
years of professional experience
Work History
Lead Supervisor
PADCARE
03.2017 - Current
- Manage/supervise both customer service agents and a team of Supervisors: Responsibilities consist of making sure agents arrive on time for shifts as well as are on time for breaks and lunches. Answering questions about protocol and procedure both via phone and cha
- QAM call monitoring and coaching- weekly, I have a team of agents for which I review calls as well as grade performance this can lead to praise or corrective actions from simple coaching to write-ups and plans of action, there is also a bit of live listening involved
- Handling escalated calls that go outside the realm of what agents and other supervisors are qualified to handle, come up with on-the-spot solutions that are both appropriate for the customer and the company.
- Developed and implemented customer service policies to enhance satisfaction.
Education
Associate of Arts - Medical Coding And Billing
Wake Technical Community College
Raleigh, NC2014
Skills
- MS Office
- Excellent communication and customer service due to years of experience
- The ability to handle high pressure situations while remaining calm and professional
- Extremely self-motivated as I have been a remote worker for nearly a decade so I understand the ins and outs of what is expected both from a customer service standpoint and a technical standpoint equipment wise
Additional Information
A few professional references
Angie Lewis current CFO of Padcare 919-625-1708
Ruby Barddock Former supervisor at Padcare 616-500-4332
Timeline
Lead Supervisor
PADCARE
03.2017 - Current
Associate of Arts - Medical Coding And Billing
Wake Technical Community College
Similar Profiles
Gabriel WilliamsGabriel Williams
Volunteer at St. Anne's Food PantryVolunteer at St. Anne's Food Pantry
Evelyn RogerEvelyn Roger
RN Telephone Nurse at UNC Family Medicine at WakefieldRN Telephone Nurse at UNC Family Medicine at Wakefield
Charles J. IonadiCharles J. Ionadi
Waiter at Restaurant Waiter – La PiazzaWaiter at Restaurant Waiter – La Piazza
Portia BelteyPortia Beltey
Client Service Representative at TriMktClient Service Representative at TriMkt
April CruzApril Cruz
Lead Supervisor at U.S. NavyLead Supervisor at U.S. Navy