Summary
Overview
Work History
Education
Skills
Timeline
Generic

Vanessa Brawley

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

4
4
years of professional experience

Work History

Dispatcher

Lawrence County E9-1-1 Communications Center
11.2020 - 01.2023
  • Followed established protocols for professional handling of emergency situations.
  • Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
  • Directed responders using assigned mapping systems for timely emergency attendance.
  • Assessed emergency requests and made quick judgment calls to determine appropriate action.
  • Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Monitored Police and Fire radios to provide assistance to responding personnel.
  • Routed calls to police, fire, and ambulance service to meet individual call needs.
  • Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
  • Dispatched and coordinated emergency services teams according to high-priority calls.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Answered calls from automatic routing system and took basic information from callers.
  • Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
  • Read system maps and caller information, and documented details in system.
  • Provided on-the-job training and coaching to develop new dispatchers.
  • Assisted callers in emergency situations with appropriate information and support.
  • Developed and delivered emergency response plans to improve attendance timeframes.
  • Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
  • Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.

Cashier

Jordan's Gas Station
09.2019 - 01.2020
  • Greeted customers entering store and responded promptly to customer needs.
  • Built relationships with customers to encourage repeat business.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Welcomed customers and helped determine their needs.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Restocked and organized merchandise in front lanes.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Stocked, tagged and displayed merchandise as required.
  • Answered questions about store policies and addressed customer concerns.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Tallied cash drawer at beginning and end of each work shift.
  • Addressed customer needs and made product recommendations to increase sales.
  • Upsold additional products and services to customers, increasing revenue.

Cashier Team Lead

Dollar General Store
01.2019 - 07.2019
  • Communicated with customers and team members to solve problems.
  • Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
  • Assisted customers by answering questions and fulfilling requests.
  • Processed both cash and card purchases and returns.
  • Received and processed customer payments.
  • Restocked and organized merchandise in front lanes.
  • Quickly and accurately counted drawers at start and end of each shift.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
  • Trained team members on cash register operation and cash handling.
  • Operated POS cash register and equipment to collect payments.

Customer Service Representative

TeleTech
09.2018 - 02.2019
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Provided primary customer support to internal and external customers.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Tracked customer service cases and updated service software with customer information.

Education

High School Diploma -

Walnut Ridge High School
Walnut Ridge, AR
05.2011

Skills

  • Operations Analysis
  • Learning Strategies
  • Customer Service
  • Negotiation
  • Dispatching Field Personnel
  • Work Order Generation
  • Call Center Software
  • Traffic Monitoring
  • Emergency Medical Dispatching
  • Critical Thinking
  • Microsoft Word
  • Reading Comprehension
  • Active Listening
  • Speech Clarity

Timeline

Dispatcher

Lawrence County E9-1-1 Communications Center
11.2020 - 01.2023

Cashier

Jordan's Gas Station
09.2019 - 01.2020

Cashier Team Lead

Dollar General Store
01.2019 - 07.2019

Customer Service Representative

TeleTech
09.2018 - 02.2019

High School Diploma -

Walnut Ridge High School

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