VANESSA BROWN
Rochester,NY
Summary
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
20
20
years of professional experience
Work History
Healthcare Manager
SUTHERLAND GLOBAL
Rochester
01.2023 - 01.2025
- Designed and introduced leadership development for 25 direct reports, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- I was responsible for reviewing reports and reporting feedback to clients on a weekly basis.
- I was also responsible for coaching and providing real time feedback to agents via chat and Webex form.
- I conducted interviews and gave feedback to complete the hiring process.
AT&T Manager
SUTHERLAND GLOBAL
01.2016 - 01.2023
- My responsibilities were listening to live calls, recorded calls and coaching to ensure client goals are met
- I provide feedback using chat forms, WebEx, and email for over 100 employees at a time.
- I was responsible for attending weekly client meetings and providing updates about their business.
- I analyzed reports using Excel to ensure Attendance and Attrition goals were met.
- I was also responsible for attending the calibrations where I interacted with clients.
- I conducted interviews and made the hiring decisions.
- REMOTE 2020-2023
AT&T Quality Specialist
SUTHERLAND GLOBAL
Rochester
01.2014 - 01.2016
- I analyzed all the responses gathered from customer surveys that agents received.
- I monitored incoming calls and provided feedback to managers to assist them in real-time coaching and development.
- I conducted follow-up inquiries to ensure that resolution met or exceeded the customers expectation to achieve first-contact resolution.
AT&T Consultant
SUTHERLAND GLOBAL
01.2012 - 01.2014
- Handled inbound calls and assisted customers with purchases
- I addressed customers billing inquiries, upgrades, and adding a line and technical issues
- I was nominated as an employee of the month 6 times during this period
Technical Consultant for RIM
SUTHERLAND GLOBAL
01.2010 - 01.2012
- Handled live calls and escalations from Enterprise companies
- Resolved complex technical issues, restoring system functionality and minimizing downtime.
- I was promoted to a Tier 2 Support to assist agents in providing good customer service.
MCDONALDS
01.2005 - 01.2010
- Trained new employees and assisted the managers with ensuring monthly quotas were met
Education
HIGH SCHOOL DIPLOMA -
BROCKPORT HIGH SCHOOL
Brockport, NY06.2006
ASSOCIATES CRIMINAL JUSTICE DEGREE -
MONROE COMMUNITY COLLEGE
Rochester, NY12.2009
Skills
- Communication
- Customer service
- Active listening
- Critical thinking
- Computer proficiency
- Conflict resolution
- Microsoft Excel
- Team development
Timeline
Healthcare Manager
SUTHERLAND GLOBAL
01.2023 - 01.2025
AT&T Manager
SUTHERLAND GLOBAL
01.2016 - 01.2023
AT&T Quality Specialist
SUTHERLAND GLOBAL
01.2014 - 01.2016
AT&T Consultant
SUTHERLAND GLOBAL
01.2012 - 01.2014
Technical Consultant for RIM
SUTHERLAND GLOBAL
01.2010 - 01.2012
MCDONALDS
01.2005 - 01.2010
HIGH SCHOOL DIPLOMA -
BROCKPORT HIGH SCHOOL
ASSOCIATES CRIMINAL JUSTICE DEGREE -
MONROE COMMUNITY COLLEGE