Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Vanessa Braker

Phoenix,AZ

Summary

Dedicated Customer Service Representative with a verifiable track record of providing stellar customer service. Great work ethic, and specialized in developing customer satisfaction. Highly skilled and committed to addressing customer concerns with speed, accuracy and professionalism.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

Grainger
Tempe, AZ
10.2020 - Current
  • Responds to customer requests for products, services and company information
  • Evaluates account and service histories to identify trends, using data to mitigate future issues
  • Collects customer feedback and made process changes to exceed customer satisfaction goals.
  • Utilizes Salesforce, SOE, and SAP to keep track of client information and orders, update accounts and monitor shipments to obtain and relay real-time information.
  • Recommends products to customers, thoroughly explaining details.
  • Occasionally consults with outside parties to resolve discrepancies and create effective solutions.
  • Provides tracking information and resolves shipping or merchandise issues.
  • Participates in team-building activities to enhance working relationships.
  • Develops team communications and information for meetings.

Licensed Insurance Sales Professional

Progressive
Phoenix, AZ
06.2019 - 09.2020
  • Handled approximately 200 outbound and inbound sales-related calls per week to qualify individuals interested in purchasing insurance coverage.
  • Exceeded corporate quotas for monthly policy sales.
  • Provided coverage option information to assist clients in protecting assets.
  • Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
  • Reviewed policy applications for errors and liaised with underwriters to facilitate quick completion of application process.
  • Upsold additional products and services after identifying customer needs and requirements

Social Media Advisor

24-7 Intouch
Mesa, AZ
03.2018 - 06.2019
  • Responded to tweets and direct messages on Twitter to resolve customer issues
  • Handled 80-150 cases per day
  • Addressed payment and promotional issues
  • Facilitated reviews, 1 on 1's, lead team huddles, etc.
  • Met and exceeded all productivity expectations

Senior Customer Account Advisor

Consumer Cellular
Tempe, AZ
01.2016 - 03.2018
  • Accurately documented, researched and resolved customer service issues.
  • Handled all inbound/outbound calls to/from other service providers to initiate or respond to port requests
  • Basic troubleshooting.
  • Processed payments and set arrangements for service extensions.
  • Warranty Processing.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Escalations

Education

High School Diploma -

Las Artes
Phoenix, AZ
05.2010

Skills

    • Fully understands and adheres to PCI and CPNI
    • Attention to detail (critical thinking)
    • Adaptive team player
    • CRM, Avaya, Salesforce, SOE, SAP, Slack, Microsoft Office
    • Multi-line phone operation and multi-screen
    • Technical support
    • Administrative support/Data entry (65 wpm)
    • Proofreading
      • Effective Listening
      • Friendliness and Professionalism
      • Conflict resolution
      • Multi-line phone operation and multi-screen
      • Strong Organizational and Interpersonal Skills
      • Team leadership
      • Sales

Timeline

Customer Service Representative

Grainger
10.2020 - Current

Licensed Insurance Sales Professional

Progressive
06.2019 - 09.2020

Social Media Advisor

24-7 Intouch
03.2018 - 06.2019

Senior Customer Account Advisor

Consumer Cellular
01.2016 - 03.2018

High School Diploma -

Las Artes

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Vanessa Braker