PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

ERIKA

BRANTLEY

**** * ******** **, ******** City, OK 73119 (C) 405-***-**** ac1on7@r.postjobfree.com Exceptional customer care professional who addresses inquiries and resolves problems as they arise, dedicated to effective team management and customer satisfaction. Effective problem solver

Adherence to high customer service

standards

Customer-focused

Microsoft Outlook, Word and Excel

Inventory control

Exceptional interpersonal communication

Exceptional telephone etiquette

Effective workflow management

Process improvement specialist

AUGUST 2007-JUNE 2010

Retention Specialist/Customer Satisfaction Safelite Auto Glass Oklahoma City, OK Investigated and resolved customer inquiries and complaints in an empathetic manner. Cross-trained and backed up other customer service managers. Promptly responded to inquiries and requests from prospective customers. Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

Strong leader of customer support staff.

Facilitated inter-departmental communication to effectively provide customer support. Managed work flow to exceed quality service goals. Maintained accurate records of past due customer account activity. EDUCATION

JANUARY 2011-AUGUST 2013

Furniture Protection Assistant Manager Mathis Brothers Oklahoma City, Oklahoma Investigated and resolved customer inquiries and complaints in an empathetic manner. Cross-trained and backed up other customer service managers. Met all customer call guidelines including service levels, handle time and productivity. Solved unresolved customer issues.

Promptly responded to inquiries and requests from prospective customers. Strong leader of customer support staff.

Trained staff on operating procedures and company services. Provided accurate, specific and timely performance feedback for CSRs. Resolved associate, tool and service delivery issues revealed by statistical reports. Maintained up-to-date knowledge of product and service changes. JANUARY 2014-CURRENT

Owner/Office Manager Blazin Backroads Automotive Yukon, Oklahoma Investigated and resolved customer inquiries and complaints in an empathetic manner. Met all customer call guidelines including service levels, handle time and productivity. Solved unresolved customer issues.

Promptly responded to inquiries and requests from prospective customers. Scheduled staff shifts to cover peaks and lulls in customer inquiries. Trained staff on operating procedures and company services. Provided accurate, specific and timely performance feedback for CSRs. Identified individual development needs with appropriate training. Fostered an environment which encouraged continual process improvements. Updated customer orders from start to finish in an accurate and timely manner. Maintained accurate records of past due customer account activity. Managed work flow to exceed quality service goals. 2006

GED:

Putnam City West, Bethany, OK

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