William Brent Glenn
Bloomington,MN
Summary
Experienced Customer Service Representative with excellent oral and written communication skills. Adept at active listening and analytical problem-solving. Committed to enhancing customer experiences through service-oriented behaviors and understanding their desires. Dedicated to providing customized solutions that meet their needs and foster long-lasting loyalty.
Overview
18
18
years of professional experience
Work History
Research and Development Manager
Aperture Pet and Life
01.2020 - 12.2023
- Researched, designed and tested various aquarium products including troubleshooting internet and device connectivity issues
- Planed and conduct experiments to explore effectiveness of aquarium keeping techniques
- Collected and analyzed data from laboratory experiments and provided that information to other team members.
- Worked with other members of the social media team on ongoing projects to drive customer engagement.
- Demonstrated creativity and resourcefulness through development of innovative solutions.
- Demonstrated strong organizational and time management skills while managing up to 5 ongoing projects.
Open Box Specialist
Aperture Pet and Life
04.2018 - 01.2020
- Created a new program for disposition of returned merchandise
- Evaluated product condition of returned merchandise to determine proper function and price point
- Maintained an inventory of up to 1000 products available for sale
- Managed website product pages and categories for item available for sale
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Followed all company policies and procedures to deliver quality work.
- Devised and implemented strategies to optimize digital marketing campaigns.
- Monitored industry trends to adapt strategies accordingly.
Customer Service Representative
Aperture Pet and Life
11.2016 - 04.2018
- Assisted customers over the phone, through chat and email with product and technical questions related to salt water aquariums
- Maintained high performance, customer satisfaction rate and attendance
- Completed ongoing learning to remain up to date on industry development
- Answered customer telephone calls promptly to avoid on-hold wait times
- Updated account information to maintain customer records
- Offered advice and assistance to customers, paying attention to special wants or needs
- Placed orders with customers and expedited orders by working with the order fulfillment team when appropriate
- Responded to customer requests for products, services, and company information
- Managed approximately 45 incoming calls or chats and 25 emails per day
Customer Care Supervisor/Trainer
NEW/Asurion
04.2007 - 05.2016
- Coached and developed team members by providing feedback on all aspects of performance in a remote work environment
- Evaluated interactions between associates and customers to assess personnel performance
- Completed and delivered annual performance appraisals for team members
- Championed employee development opportunities by identifying skill gaps and recommending relevant training courses
- Maintained consistent awareness of service levels and team efficiency
- Administered and enforced company policies
- Assisted team members in solving advanced technical issues at a Tier 3 level of support
- Established positive relationships and maintained contact with customers with advanced technical issues to insure a permanent resolution to their issue.
- Conducted training sessions for employees on emerging technologies.
Quality Analyst
NEW/Asurion
02.2006 - 04.2007
- Monitored and scored customer contacts to provide constructive feedback and supported agent coaching in a customer service environment
- Presented and explained quality guidelines and process to new hire classes
- Assisted supervisors with side-by-side monitoring and coaching to improve understanding of the internal quality process and overall agent performance
- Maintained a high level of productivity while maintaining a high level of accuracy
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Provided regular updates to team leadership on quality metrics by communicating trends in performance deficiencies.
- Conducted up to 600 quality evaluations per month
Education
No Degree - General Education with emphasis in Information Technology and Business Communication
Fort Hays State University
Hays, KS05.2010
No Degree - Journalism
Barton County Community College
Great Bend, KS05.2004
No Degree - Computer Science
Texas Christian University
Fort Worth, TX05.2002
Skills
- Expert level experience in all Microsoft Office Applications
- 10 years of leadership experience
- 8 years of remote work experience
- Decision-Making
- Positive and Constructive Feedback
- Complaint resolution
- Data Entry
- Account updating
- Call Management
- Live chat support
- Product and service solutions
- Call center experience
References
- Ryan Batcheller, Customer Advocate - Direct Manager, Aperture Pet and Life, (612)281-7356
- Jim Osborn, Operations Director, Aperture Pet and Life, (763)639-1853
- David Albrecht, Video Producer, Aperture Pet and Life, (651)605-5038
- Lisa Ross, Customer Care Director, NEW/Asurion, (605)415-2771
Timeline
Research and Development Manager
Aperture Pet and Life
01.2020 - 12.2023
Open Box Specialist
Aperture Pet and Life
04.2018 - 01.2020
Customer Service Representative
Aperture Pet and Life
11.2016 - 04.2018
Customer Care Supervisor/Trainer
NEW/Asurion
04.2007 - 05.2016
Quality Analyst
NEW/Asurion
02.2006 - 04.2007
No Degree - General Education with emphasis in Information Technology and Business Communication
Fort Hays State University
No Degree - Journalism
Barton County Community College
No Degree - Computer Science
Texas Christian University
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