Toccara Brown
Orlando,FL
Summary
Detail-oriented customer service professional with 15+ years of experience in customer service, and production. Proficient in inbound and outbound calls, technical support, and providing excellent customer service. Possess a strong background in customer care and customer service, with experience in various industries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Retention Representative
Spectrum
Lake Mary, FL
12.2021 - Current
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding response time goals
- Resolved customer complaints in a professional manner, finding appropriate solutions to ensure customer loyalty
- Assisted customers with product selection based on their needs and preferences, resulting in increased sales revenue
- Trained new team members on company policies, procedures, and best practices for delivering excellent customer service
Customer Care Representative
Alight
Orlando, FL
09.2018 - 08.2021
- Inbound/Outbound calls assigning insurance benefits confirming coverage, completed coverage manual updated, enrolling health benefits, reviewing/removing premium benefits, processing qualified life events, life insurance calculator to provide adjustments rates, DBP (direct billing payment) knowledge, technical support for online enrolling, dependent verification, payroll deductions quotes, soft balances that require adjustments, setting up files, creating technical support file's for resolutions, outbound calls to provide client follow up of a case status, sending emails/life events notices electronically, requesting fax documents electronically
- Provided exceptional customer service by promptly and effectively addressing customer inquiries, concerns, and complaints
- Maintained a high level of professionalism and empathy while interacting with customers to ensure a positive experience
- Resolved an average of 25 customer concerns per day through active listening, problem-solving, and effective communication
- Managed a high volume of incoming calls, emails, and live chats while maintaining quality standards for response time and accuracy
- Identified opportunities for upselling or cross-selling products/services based on individual customer needs or preferences
Customer Service Associate
American Safety Council
Orlando, FL
11.2016 - 08.2018
- Inbound calls for customers service for over 100 different courses with certified certificates
- Example certified courses: Nursing, all Cosmetology courses, 50 different OSHA courses, Barber, Medical, DUI, Traffic, Permit License, Driver Ed courses, Tattoo, Nail, Pedicure, Court, Food and Health, Pharmacy Tech certified certifications
- Instructions on technical support with how to work the educational, traffic and OSHA online
- Electronically mailed certificates, cards, fax or email temporary documents until the original document has been mailed out
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding response time targets
Call Center Representative Supervisor
Comcast
Daytona Beach, FL
04.2014 - 11.2016
- Outbound calls to add on new services, sold packaged deals with cable, internet, home phone service, bundle, and single line of business deals, closed the sale and completed verbal agreements, processed payments, provided technical support instructions step by step on how to update or correct employee accounts online when a client encountered a technical data error
- Provided exceptional customer service and support to ensure customer satisfaction
- Resolved customer inquiries, complaints, and issues in a timely and professional manner
- Maintained a high level of product knowledge to effectively assist customers with their needs
- Managed a large volume of incoming calls and emails from customers, addressing their concerns and providing accurate information
- Identified opportunities for upselling or cross-selling products/services to enhance the customer experience
- Participated in team meetings to discuss best practices, share knowledge, and collaborate on problem-solving initiatives
- Achieved monthly targets for average handle time (AHT) while maintaining quality standards for each interaction with customers
- Provided product demonstrations or explanations as needed during the sales process
- Mentored new team members by providing guidance on company policies/procedures and sharing best practices
- Recognized as a top performer within the department for consistently meeting or exceeding performance metrics
- Assisted customers with troubleshooting technical issues related to products/services, providing step-by-step instructions or coordinating with technical support teams when necessary
Production Worker/Assembler
Second Food Harvest
Orlando, FL
06.2016 - 10.2016
- Fix meals for summer programs over 2600 meals a day, mixing foods, loading food into containers, seasoning food, made snacks bags, breakfast bags, cut fresh fruit, made fruit cups, made microwavable dinners, loaded meals into the machine to be sealed off, washed dishes, cleaned counters, walked into freezers, refrigerators, loaded boxes in to the bailer, counted meals, mixed certain foods to be cooked
Production Worker
FPE
Daytona Beach, FL
09.2014 - 04.2015
- Load car parts on to the conveyer belt to be painted, unload them, super glue car symbol piece onto the rim of tire, load windshield wiper parts to the machine to add clips, interlock car symbol pieces to steering wheel, catch car parts at the end of the line, added special tape to certain parts to test them threw the machine
Service Desk Supervisor
Kmart
Daytona Beach, FL
08.2012 - 09.2014
- Customer Service Supervisor, counted money safe in the mornings at the start of my shift, created money bags for each register for the start of the day, loaded money into the safe up front to make sure we had enough of money for the day the store to operate, printed merchandise tags, clearance signs, faced merchandise on shelves, unloaded the truck, cleaned up, host special holiday events
- Trained new hires
- Supervised a team of 5 employees, providing guidance and support to ensure efficient store operations
- Developed and implemented staff training programs to enhance product knowledge and improve customer service skills
- Collaborated with the visual merchandising team to create appealing displays that increased customer engagement and sales
- Conducted regular store audits to ensure compliance with company policies, procedures, and safety regulations
- Resolved customer complaints or concerns promptly and effectively, ensuring high levels of customer satisfaction
- Coordinated with vendors for timely delivery of merchandise while maintaining optimal inventory levels based on demand forecasts
Cashier/Customer Service Supervisor
Big Lots
Daytona Beach, FL
11.2009 - 06.2012
- Started out as a cashier, promoted to customer service lead, then supervisor, processed returns and exchanges on merchandise, counted money, restocked shelves, help with unloading the truck, loading merchandise from the truck on to pallets and sorting merchandise, stocked new merchandise, printed new sale sheets and set up shelves to match holiday example form
- Supervised a team of XX employees, providing guidance and support to ensure efficient store operations
- Collaborated with the visual merchandising team to create appealing displays that increased customer engagement and sales
- Resolved customer complaints or concerns promptly and effectively, ensuring high levels of customer satisfaction
Stock/Cashier/truck unload
Ross Dress For Less
Daytona Beach, FL
08.2007 - 01.2008
- Working customer service, worked checkout lane, counting money, refunding money back to customers, handling customers complaints, unloading truck, stocking racks with merchandise, giving breaks to employees, making deposit slips for the bank, using the computer to make sale signs, print or attach price tags, help keeping store clean
Education
Equivalent -
Mainland High School
Skills
- Call Center
- Customer Care
- CSR
- Customer Service
- Customer Support
- Medical Billing
- Microsoft Outlook
- Computer Operation
- Product Demos
- Training & Development
- Insurance Verification
- Upselling
- Supervising Experience
- De-Escalation Techniques
- Upselling strategies
- Excellent communication skills
- Knowledge of sales retention
- Inbound and Outbound Calling
Certification
Driver's License
Additional Information
Experience with Excel, Power Point, Microsoft Office, Filing, 1 on 1 development
Timeline
Customer Retention Representative
Spectrum
12.2021 - Current
Customer Care Representative
Alight
09.2018 - 08.2021
Customer Service Associate
American Safety Council
11.2016 - 08.2018
Production Worker/Assembler
Second Food Harvest
06.2016 - 10.2016
Production Worker
FPE
09.2014 - 04.2015
Call Center Representative Supervisor
Comcast
04.2014 - 11.2016
Service Desk Supervisor
Kmart
08.2012 - 09.2014
Cashier/Customer Service Supervisor
Big Lots
11.2009 - 06.2012
Stock/Cashier/truck unload
Ross Dress For Less
08.2007 - 01.2008
Equivalent -
Mainland High School
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