Vickilee Mosley Brown
Ruskin,FL
Summary
Deliver industry-leading service to every customer with knowledgeable, friendly support. Team-oriented, responsible and successful at maintaining team efficiency while meeting all customer requirements by leveraging strong multitasking, planning and problem-solving abilities. Quick learner well-versed in the field operations and customer behaviors.
Overview
9
9
years of professional experience
1
1
year of post-secondary education
Work History
Senior Customer Service Specialist
Quest Diagnostics
Tampa, Florida
12.2017 - Current
- Achieved customer issue resolution within three minutes to enhance service efficiency.
- Implemented company processes to effectively resolve customer service issues.
- Managed customer inquiries through phone and email communication.
- Managed 13 customer contacts hourly through various communication channels.
- Worked with supervisors via live chat to address customer inquiries or technical issues beyond scope of expertise.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Responded to daily inquiries and requests within mandated timeframe to meet deadlines.
- Exceeded quality goals to support team productivity.
- Documented and updated case notes for each customer and work order.
- Completed accurate and efficient data entry and database updates to support business operations.
- Facilitated document reviews and auditing by gathering relevant data and detailing input procedures.
- Communicated with coworkers regarding deadlines and project milestones.
- Assisted team members in group efforts to foster a cooperative work environment.
- Collaborated with lab staff to ensure accurate test results delivery.
CEO
Ruby's cupcake bar
Ruskin, Florida
03.2021 - 06.2026
- Accountable for overall success of daily kitchen operations.
- Developed marketing strategies that increased brand visibility and attracted new customers.
- Managed team coordination, customer service, and business operations in a fast-paced environment.
- Demonstrated culinary leadership by supervising staff while managing food-related functions and performing kitchen tasks.
- Focused on improving guest satisfaction and employee performance within operating budgets.
- Established vendor relationships for sourcing high-quality baking supplies and ingredients.
- Developed marketing strategies to enhance brand visibility and attract new customers.
- Worked to continually improve guest satisfaction and employee performance while maintaining operating budgets.
Education
Certification - Culinary Arts
Erwin Technical College
Tampa, FL 01.2016 - 06.2017
Some College (No Degree) - Independent Adjuster
Adjuster Pro
OnlineSkills
- Customer Service
- Customer Relations
- Client Engagement
- Customer Outreach
- Escalation Management
- Complaint Handling
- Conflict Resolution
- Issue Research
- Troubleshooting
- Technical Troubleshooting
- Call Center Operations
- Inbound Calls
- Account Services
- Documentation Review
- SOP Writing
- Process optimization
- Order processing
- Service planning
- Service quality
- Vendor management
- Database Research
- Customer needs assessment
- Financial accuracy
- Sales support
- Point of sale
- 60 wpm
- Attention to detail
- Time management
- Resource allocation
- Leadership skills
- Financial accuracy
- Sales support
- Point of sale
Education and Training
true
Timeline
CEO
Ruby's cupcake bar
03.2021 - 06.2026
Senior Customer Service Specialist
Quest Diagnostics
12.2017 - Current
Certification - Culinary Arts
Erwin Technical College
01.2016 - 06.2017
Some College (No Degree) - Independent Adjuster
Adjuster Pro