Customer Service Representative
Resume:
Franklinton, LA *****
ac3ffp@r.postjobfree.com
ac3ffp@r.postjobfree.com
BRANDY L. KING
OBJECTIVE
To become a Customer Service Representative with the opportunity for career advancement where I can effectively utilize my expertise in customer relations, program training knowledge, staff leadership, and office administration skills
SKILLS & ABILITIES
Working knowledge of all Marketplace lines of business and nationally certified in customer service relations
Able to work well independently or as part of a team
Vast knowledge of Microsoft Office Programs an applications
Proven ability to troubleshoot issues with efficient resolutions
EXPERIENCE
GENERAL DYNAMICS INFORMATION TECHNOLOGY
September 2014 – Present
Training and Delivery (June 2017- Present)
Supervise and develop 30-35 CSRs to assure productivity, quality, attendance, and the timeliness of work
Support and enforce contact center expectations and corporate policies while recommending, completing, and delivering corrective actions as applicable
Complete daily activity logs to maintain an electronic record of attendance, corrective actions, certification scores of CSRs
Marketplace Internal Support Group (July 2015- Present)
Provide accurate and appropriate information to answer questions, troubleshoot issues, and resolve complaints
Worked with the training department to develop new team members, during the “nesting” phase of their transition to becoming effective CSRs
Maintained a 100% in Call Quality rating, from Feb. 2016- December 2016, exceeding corporate target
Marketplace Tier 1 CSR (Sept. 2014 – July 2015)
Electronically completed/ revised consumer’s health insurance applications, provided eligibility results, and offered alternative methods according to the ACA
Utilized trainings and reference tools when needed for problem resolution
Volunteered to assist fellow team members in areas of the scorecard, when necessary
BURGER KING
November 2012- September 2014
Crew Trainer (Oct. 2013- Sept. 2014)
Trained a total of 35 new employees to provide excellent customer service while accurately adhering to company preparation and product policies
Processed payments and reconciled register drawers, at the end of each work day
Maintained an electronic evaluation log, using Microsoft Excel
Crew Member (Nov. 2012- Oct. 2013)
Submitted and prepared 100- 150 customer food orders according to instruction
Maintained accurate food inventory logs and prepared requisitions as needed
SOCIETY OF BIBLICAL STUDIES
January 2010- March 2012
Lead Administrative Assistant
Developed effective relationships, with all theological departments, through both written and oral communication while supervising three temporary assistants
Initiated and submitted company purchase orders, requisition logs, and kept an electronic record of supplies distributed throughout the company
Facilitated information flow between account management operations, 5 mission leaders, and 2 -payroll departments to guarantee all religious objectives were met
WEST TELESERVICES
Oct. 2000 – Dec. 2004
Customer Retention Supervisor (Jan. 2003- Dec. 2004)
Supervised and Managed 10-20 CSRs in an effort to ensure accurate business practices and production goals were met
Conducted team meetings which addressed company policies, weekly production statistics, and helped CSRs established both short-term and long-term goals in an effort to encourage career advancement
Created small incentives to boost team morale, in an effort to promote a diligent work ethic both independently and collectively
Prepared weekly CSR reports on attendance, agent productivity, and action plans which were presented in weekly meetings with management
Software Knowledge Trainer/ Supervisor (May 2001- Jan. 2003)
Independently facilitated and controlled out-bound calling training classes of approximately 25 employees
Reviewed and demonstrated the use of telephone software, instilled the reasoning for use of appropriate scripting and daily business practices in an effort to emphasize the importance of customer satisfaction
Worked within a team of 6 trainers and supervisors to develop new approaches of hands- on training, course curriculum, and ways to increase employee retention
Outbound Customer Service Representative (Oct. 2000- May 2001)
Developed effective relationships with all customers, through both written and oral communication, in an effort to retain their local and long-distance phone service
Provided information about past/present consumer’s telephone account history while promoting additional services and items
EDUCATION
SOUTHEASTERN LOUISIANA UNIVERSITY, HAMMOND, LA
College of Business (Fall 2016- Currently Enrolled)
NORTHSHORE COMMUNITY COLLEGE, BOGALUSA, LA
ASSOCIATE DEGREE IN APPLIED SCIENCE
Graduated with a cumulative 3.6 GPA
Received NRF National Customer Service Certification
LEADERSHIP
Student Government Treasurer 2014 – 2015
Initiated and submitted company purchase orders, requisition logs, and kept an electronic record of supplies distributed throughout the company
Maintained an electronic record of financial credits and debits throughout the allotted time period
REFERENCES
KAYA HOUSTON
Customer Service Manager, GDIT
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