William F. Brand
Roanoke,VA
Summary
Over the years, various opportunities have enabled development of diverse work related skills and excelling in all aspects of client relationship communication and management. Now seeking a permanent position that affords me opprtunity to make a valuable contribution.
Overview
20
20
years of professional experience
Work History
Sales Coordinator
Lands' End
Roanoke, Virginia
09.2023 - Current
- Identified customer needs and advised them on best solutions for problem solving.
- Identified and recommend products that aligned with customer preferences
- Placed new orders for customers.
- Assisted customers with returns
- Tracked orders - provided detailed information and submitted refund authorization forms.
- Worked from home in a high-volume call center and followed metrics, adherence, and performance standards.
Customer Service Representative
Wayfair
Roanoke, VA
02.2023 - 07.2023
- Seasonal/Temporary Position
- Worked from home in a high volume call center ~ averaged 130 calls/day. Followed metrics, adherence and performance standards
- Assisted customers with existing orders, tracking orders, entered escalation tickets, processed refunds, settled outstanding balances & order replacements and responded to Emails using multiple systems
- Trained on Okta and Cisco Jabber
- Promoted high customer satisfaction. My high customer service ratings 10/10 were posted on the recognition wall
Customer Care Associate
Highmark Health
Roanoke, VA
02.2022 - 10.2022
- Completed 4 month training course entailing Healthcare & Health Insurance Customer Service, including dental, vision & prescription
- Seasonal/Temporary Position - Worked from home in a high volume fast paced call center Assisted customers with Union Benefits, medical insurance polices, enrollment and prescription coverage. Explained co-pays & deductibles
- Followed HIPPA guidelines for member verification
- Trained on Avaya phone systems, Medco and Blue Squared Used multiple screens & systems
Professional House & Pet Sitter
Self Employed Services
Roanoke, VA
03.2010 - 12.2022
- Provided seamless communication in informing pet owners of visits and pet status
- Followed owner instructions regarding feeding schedules, administration of medications, coordination of door to door services
- Developed organizational skills, daily logs for continuity of care
Guest Service Representative
Carilion Roanoke Memorial Hospital
Roanoke, VA
01.2010 - 08.2013
- Provided exceptional customer care service greeting & assisting guests with directions, parking procedures & providing necessary resources at a Trauma I Medical Center
- Provided frequent problem resolution
Licensed Insurance Agent
American Family Life Assurance Company, AFLAC
Palatine, IL
01.2006 - 01.2010
- Analyzed customer needs and provided optimal options, products & services to policyholders and Business to Business Pursued continued professional development via insurance course
- Marketed and advertised products for Supplemental & Life policies
- Received Fast Start Award for Rookie Associate
Education
Some College (No Degree) -
Virginia Western Community College
Roanoke, VASkills
- Strong oral communication & active listening skills
- Interpersonal skills
- Strong problem resolution skills
- Team player
- Computer skills
- Proficient with Microsoft Office
- Experience working in a remote/work from home setting
- Own dual monitors
Timeline
Sales Coordinator
Lands' End
09.2023 - Current
Customer Service Representative
Wayfair
02.2023 - 07.2023
Customer Care Associate
Highmark Health
02.2022 - 10.2022
Professional House & Pet Sitter
Self Employed Services
03.2010 - 12.2022
Guest Service Representative
Carilion Roanoke Memorial Hospital
01.2010 - 08.2013
Licensed Insurance Agent
American Family Life Assurance Company, AFLAC
01.2006 - 01.2010
Some College (No Degree) -
Virginia Western Community College