Customer Service Training

Kristen Brown

Email: ********@************.***

Address:

City: Norcross

State: GA

Zip: 30093

Country: USA

Phone: 678-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Customer Service Management

Trainer

Instructor

Educational Background:

Job History / Details:

KRISTEN H. BROWN

Phone: 678-***-****

E-mail:

Objective:

Seasoned, driven, customer service professional; seeking to obtain a challenging career opportunity that will allow me to utilize my strong customer service, training and management background.

Professional Experience:

Hazard Trainer III - Assurant Specialty Property May 2007 - June 2012

Responsibilities included identifying training needs in consultation with line management. Arrange and coordinate training courses and material as required. Supervise the maintenance of accurate training records and evaluations. Advise employees and line management on appropriate training courses, and counseling to individuals as needed. Conduct stand-up training classes for new hire and existing associates. Develop, implement, and facilitate consistent and accurate procedural and process manuals to all clients and trainees.

Unit Manager, Loss Draft - Assurant Specialty Property October 2005 - May 2007

Motivated and managed a team of 25 and more associates. Served as first point of contact for customer's issues. Handled and researched all escalated client issues. Identified training issues within the team and made associates accountable when needed. Worked with the Command Center to ensure adequate phone coverage. Interacted with the claims department, the mailroom and other departments to resolve issues promptly. Prepared monthly reports for Operations Management. Coached and developed team leads and associates. Assisted the training department in creating Process and Procedure Memos. Assisted in cross training team to handle other functions. Facilitated weekly meetings to ensure effective communication with staff. Provided daily, weekly, and monthly associate and client statistics. Interviewed, hired, and terminated associates as needed. Prepared quarterly and annual performance reviews for team members.

CSR/Team Lead/Supervisor - SHPS, Inc. July 1999 - September 2005

Duties included handling 80-95 inbound calls per day. Assisted customers with answering routine product and system related questions. Managed the daily operational functions of a team of roughly 20 - 45 customer service representatives and 3 team leads. Produced CSR daily schedules and skill mapping. Investigated and responded to all executive level complaints. Conducted side-by-side coaching and monitoring with CSR. Created training manuals and procedure guides. Conducted new- hire training classes. Created development plans/counseling. Facilitated weekly meetings to ensure effective communication with staff. Provided daily, weekly, monthly associate and client statistics. Interviewed, hired, and terminated associates as needed. Prepared quarterly and annual performance reviews for team members.

Education:

Liberty University (currently enrolled) pursing Bachelor's in Business Management

Kentucky College of Business and Technology - Associates Degree - Business Administration

Trigg County High School - Cadiz, KY - Standard Diploma /KY Secondary Vocational Education Certificate, Administrative Clerk

Computer and Systems Skills:

Windows 2000 and XP, Microsoft Office (Word, Access, Excel, Power Point), CMS (Avaya CenterVu), KRONOS (payroll system) N.I.C.E call center recording, COGNOS reporting, Blue Pumpkin scheduling, E-workforce management, VoicePrint, and Lotus Notes, SameTime, Fidelity, and Snag-it.

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