Brenda R. Brown

*** ********* **

Leesburg, GA **763

229-***-****

adhegs@r.postjobfree.com

Objective

An upper-level management position in a challenging environment, which will benefit from my extensive call center and project management experience.

Computer/Skills

Proficient in Power Point, Excel, MAC computer software, typing 30 WPM, Windows Operating Systems (98, 2000, XP), and various email clients (Window’s mail, Mac mail, Outlook Express, Outlook etc.).

Experience

Converges Technical support as well as AT&T agent Valdosta, GA (07/17-03/18)

Customer Service agents where response for bill payments, processing orders. upselling products that could enhance the client’s experience AT&T products. We assisted clients with different types of settings and special things they could do with there modem and router to add features and remove those they did not use often. For example, if the customer just wanted the Spanish channels only. We could set up a line up of cable that would allow this to happen.

Technical Support (CRGII agent)

If a client called and stated, they were unable to work their remote control or if the router was not getting a signal and why. We could trouble shoot the issue using a flow chart to get the issue resolved and if the issued called for a technician to come out we would schedule all appoints as soon as possible to meet the clients needs.

Portal Orders (Work from home) Valdosta, GA (

Assisted customer with portals for needed events. Assisted with making sure the portals where in the right place at he right and removed regularly as to avoid an up charge on the customer, The customers would call in a request a portal same day usage and I would have to get in touch with dispatch to know if I had the size and quantity they would need for there event. Would then call the customer back on same day jobs to confirm their order would be ready and how many days they would need the portal.

Olive Garden Server Albany, GA Complied with the strict financial policies throughout shift, responsible for ensuring every customer signed the correct receipt, never losing a transaction record, proper consumption of end of the shift. Learning over 100 Alcoholic drinks to provide customers with a knowledgeable server, correct drink orders and capitalize on the chance to upsell alcohol options to increase sales, Sales are 50% alcohol. Sustained a teamwork frame, assisted other staff by: helping run food and drinks, and communication.

Ashworth University, Admission Specialists Atlanta, GA 05/08-07/08

Sales (Admission Specialists)

Assisted customers with information to further their education via online or phone also assisted customers with obtaining High School Diploma, Career Diplomas, or College Degrees. Marketing outbound sales calls to customers who placed inquiries referencing furthering their education. Sales quota of 5 sales per day with a 97% daily quota of sales made either via full pay for tuition or half down payment.

Teleperformance, Quality Analyst Albany, GA 06/04-10/07

Customer Service Representative (10/04-01/05)

Assisted customers with inbound calls for Bellsouth DSL service while working with LQS and Oracle systems and Siebel. Ensured the needed quality was maintained to 95% and Customer Satisfaction to 100%.

Teleperformance, Customer Service Representative Tier II (01/05-05/05)

Manage the on-site vendor/client relationship and ensure service levels exceed 97% in all products for Accuracy, Correct Resolution, and Customer Care.

Teleperformance, Callback Team (05/05-10/05)

Assisted domestic and international customers with dialing instructions and other services related call completions. Served as a back-up supervisor during the late-night shift while managing escalated calls from customers. Call customers back when issue where unable to be resolved by agents on the phone in a timely matter while researching the root cause of the customer’s issue.

Teleperformance, Chat Team Lead (10/05-12/05)

Assisted in dial chat with 4 customers at once and possessed the capability to intervene in supervisor escalated chats from DSL customers. Monitor 20 plus agents for break and lunch, kept the chat below 5 minutes per chat with customer, sent out hourly reports taken from active agents, and ensured productivity level remained above 85% per hour.

Teleperformance, Quality Analyst (12/05-10/07)

Conducted New Hire and Refresher Training classes as well as remote monitoring and provided feedback to Operators to ensure service levels were achieved. Co-created the Mentor Program used to support New Hire employees thus reducing attrition by 4% within three months of implementation. Enhanced support staff expertise by developing and educating departments on acceptable standards, exceptions, and variances in regard to service level.

Teleperformance, Supervisor (12/05-10/07)

Conducted Metric standards as in Crifi and CSAT deep dives for agents with failing scores, processed end of the week payroll, managed 20 plus agents on a daily basis while monitoring eight to nine agents for coaching and feedback. Monitored agents break and lunch schedule and behavior. Initiated counseling for break and lunch overages, inappropriate actions, and late login and terminations.

Teleperformance, Trainer (12/05- 10/07)

Trained agents on using AT&T DSL service and flow chart processes. Cross trained agents on the use of single port router and networking router and the difference between the connection type. Trained agents on how to use a flow chart to get issue resolved in a timely matter while on the line with customers in a timely matter and the importance of using a flow chart to enhance the uniformity of the overall customer experience.

Education

Deerfield Windsor High School Diploma (1994-1998)

University of Texas- El Paso (2009- 2009)

Contact this candidate