Virshea Brewington
Wilson,NC
Summary
Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in the field roles with high-volume customer demands.
Overview
7
7
years of professional experience
Work History
Customer Care Representative
Metlife
Remote, NC
07.2024 - Current
- Escalated unresolved issues requiring further investigation or specialized expertise.
- Answered customer inquiries over the phone .
- Ensured compliance with company policies regarding privacy laws and data protection regulations.
- Provided accurate, valid, and complete information to customers.
- Resolved customer complaints promptly and professionally.
- Delivered customer support to high call load each shift.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Maintained high satisfaction score by consistently resolving first-call issues.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail, or fax as follow-up.
- Documented customer correspondence in a database to track requests, problems, and solutions.
Personal Care Aide/Home Healthcare Aide
SPRINGMOOR LIFECARE RETIREMENT
Raleigh, NC
12.2021 - Current
- Ensure clients receive their medication on time
- Support clients who can't move on their own
- Help clients dress, bathe, eat etc
- Assist clients with physical therapy exercises
- Cook meals according to the client's restrictions
- Do necessary housekeeping to maintain a clean environment
- Provide emotional support
- Act quickly and responsibly in cases of emergency
Customer Service/Sales Representative
SHEETZ
Raleigh, NC
06.2019 - 03.2021
- Welcome customers to store with top-tier customer service
- Provide excellent verbal and written communication skills to effectively interact with customers, understand their needs, and provide assistance or solutions
- Establish, develop, and maintain positive rapport with customer
- Ability to assist customers in understanding the product(s) being sold
- Frequently handle cash transactions, reconcile sales, and operate cash registers
- Maintain strong understanding of product(s)
- Assist and answer all inquiries from customers about product(s)
Technical Support Advisor
CONDUENT
Remote
01.2018 - 06.2019
- Effortlessly engage with callers, actively listen, analyze, and isolate tech issues
- Comfortably navigate multiple applications to research solutions
- Multitask in systems while patiently providing step-by-step instructions
- Calmly provide conflict resolution and navigate frustrated customer situations
- Work in a highly structured environment with strict adherence to assigned full-time schedule taking high-volume inbound calls from customers
Education
North Carolina Central University - Psychology Major
North Carolina Central University
Winston-Salem State University - Pre-Nursing Major
Winston-Salem State University
Highschool Diploma -
Wakefield Highschool
Skills
- Online Research
- 50-75 WPM
- Detail-Oriented
- Up-Selling
- MS Office
- Customer Support
- Technical Support
- Inbound/Outbound Calls
- Negotiation
- Professional Telephone Demeanor
- Order Fulfillment
- CRM
- Email correspondence
- Call logging
- Phone etiquette
- Claims monitoring
- Active listening
- Inbound customer service
- Verbal and written communication
- Technical troubleshooting
- Security verification
Timeline
Customer Care Representative
Metlife
07.2024 - Current
Personal Care Aide/Home Healthcare Aide
SPRINGMOOR LIFECARE RETIREMENT
12.2021 - Current
Customer Service/Sales Representative
SHEETZ
06.2019 - 03.2021
Technical Support Advisor
CONDUENT
01.2018 - 06.2019
North Carolina Central University - Psychology Major
North Carolina Central University
Winston-Salem State University - Pre-Nursing Major
Winston-Salem State University
Highschool Diploma -
Wakefield Highschool