Troi Brown
New Orleans,LA
Summary
Reliable, service-focused professional with excellent customer care and data entry skills gained through 3+ years of specialized experience as a CSR.
Compassionate and technically skilled in speaking to clients in diverse settings. Dedicated and energetic professional, a team player who works well with others and is exceptional at taking directions and instructions from superiors and peers alike.
Effective communicator, team builder, strategic thinker, and attention to detail oriented. Proven track record as a self-motivated, well organized CSR.
Skilled liaison between client and staff in the execution of organizational requirements, with the focus on providing outstanding service to clients.
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Alorica
Work From Home
09.2022 - 01.2024
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints..
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Educated customers on special pricing opportunities and company offerings.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Referred unresolved customer grievances to designated departments for further investigation.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Promoted available products and services to customers during service, account management and order calls.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
Sales Associate
Reeds Jewelry
Lafayette, LA
05.2023 - 09.2023
- Greeted customers and provided exceptional customer service.
- Assisted customers with product selection, sizing and styling.
- Provided accurate information about products, prices and services.
- Maintained up-to-date knowledge of store merchandise and policies.
- Processed transactions using a point-of-sale system.
- Built relationships with customers to encourage repeat business.
- Restocked shelves as needed to ensure sufficient inventory levels.
- Conducted inventories on a regular basis to track stock levels.
- Demonstrated product features and benefits for customers' needs.
- Handled customer complaints in a professional manner.
- Upsold additional items based on customer interests and needs.
- Tracked sales performance metrics to identify trends in the market place.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
- Maintained cleanliness of store environment including floors, windows, displays.
- Ensured compliance with all safety regulations while handling hazardous materials.
- Helped customers find specific products, answered questions and offered product advice.
- Answered incoming telephone calls to provide store, products and services information.
- Developed trusting relationships with customers by making personal connections.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Assisted teammates with sales-processing tasks to meet daily sales goals.
- Used technology resources to assist customers in locating and selecting items.
- Adhered to company initiatives and achieved established goals.
- Increased purchase amounts by cross-selling with similar products.
- Obtained signatures for financial documents and internal and external invoices.
Data Entry Clerk
OLOL WCH
Lafayette, Louisiana
06.2022 - 02.2023
- Utilized specialized software applications related to the job role.
- Reviewed existing information for accuracy and made necessary corrections.
- Maintained confidentiality of sensitive information entered into the system.
- Performed data entry from paper documents, emails, and other sources into computer systems.
- Maintained updated knowledge of industry trends related to data entry operations.
- Created spreadsheets to track data entries.
- Operated various office equipment such as scanners, printers. when required.
- Compiled reports based on gathered information.
- Updated existing records with new or revised information as needed.
- Checked source documents against entered data to ensure accuracy.
- Identified discrepancies between source documents and entered data.
- Scanned documents into appropriate databases for storage purposes.
- Scanned and stored files and records electronically to reduce paper files and secure data.
- Input client information into spreadsheets and company database to provide leaders with quick access to essential client data.
- Maintained database by entering new and updated customer and account information.
- Transferred data from hard copies to digital databases, organizing information in new formats.
- Identified and corrected data entry errors to prevent duplication across systems.
- Followed data program techniques and procedures to maintain data entry requirements.
- Reviewed, corrected or deleted data, verifying customer and account information.
- Proofread and edited documents to correct errors.
- Stored hard copies of data in organized files to optimize retrieval.
- Exceeded quality goals to support team productivity..
- Contacted customers via phone or email to address data inquiries.
- Verified outdated data and implemented necessary changes to records.
Customer Experience Coordinator
Encore
, LA
01.2022 - 06.2022
- Provided exceptional customer service to ensure customer satisfaction.
- Developed and maintained positive relationships with customers.
- Assisted customers with product selection, ordering, returns, and refunds.
- Resolved customer complaints in a timely manner.
- Collaborated with other departments to streamline processes for better customer outcomes.
- Conducted regular training sessions for employees on best practices for providing excellent customer service.
- Drafted targeted email campaigns designed to increase brand awareness and loyalty among customers.
- Provided technical support to customers via phone or online chat channels..
- Communicate billing information to customers, resolve, billing concerns, and obtain signatures.
- Customer contact information and details into CRM system
- Enter and reconcile exhibit, customer payments into billing system
Collections Agent
PosiGen
New Orleans, LA
09.2020 - 11.2021
- Interviewed customers to obtain financial information, payment history and other relevant details.
- Researched customer accounts for any discrepancies or outstanding payments.
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Conducted skip-tracing activities to locate delinquent customers.
- Processed payments through various methods such as credit cards, online banking and cash transactions.
- Maintained accurate records of all customer contact attempts and account updates in the database system.
- Prepared reports summarizing collection activity for management review.
- Drafted correspondence to customers regarding overdue accounts and payment arrangements.
- Monitored customer accounts for changes in financial status or contact information.
Education
Associate of Science - Biology
University of Holy Cross
New Orleans, LA06-2021
High School Diploma -
Helen Cox High School
Harvey, LA06-2020
Skills
- Appointment Scheduling
- Data Collection
- Information Security
- Product Knowledge
- Complaint resolution
- Inbound and Outbound Calling
- Account updating
- Data Entry
- Report Generation
- Complaint Handling
- Research
- Call Center Operations
- Payment Processing
- Critical Thinking
- Problem-solving abilities
- Retail sales customer service
- Sales expertise
- Documentation
- De-Escalation Techniques
- Technical Support
- Customer consulting
- In-store support
- Typing proficiency
- Customer Service
- High-energy attitude
- Customer Relations
- Typing 64 WPM
- Filing
- Spreadsheets
- HIPPA
- First Responders Certification
Timeline
Sales Associate
Reeds Jewelry
05.2023 - 09.2023
Customer Service Representative
Alorica
09.2022 - 01.2024
Data Entry Clerk
OLOL WCH
06.2022 - 02.2023
Customer Experience Coordinator
Encore
01.2022 - 06.2022
Collections Agent
PosiGen
09.2020 - 11.2021
Associate of Science - Biology
University of Holy Cross
High School Diploma -
Helen Cox High School