Customer Service Data
Resume:
Brian Milligan
Gaithersburg, MD 20878
Phone: 240-***-****
*****************@*****.***
Brian Milligan’s Resume
Experience
The Housing Opportunities Commission of Montgomery County, MD Customer Service Specialist (Call Center)– Gaithersburg, MD (February 2018-April2018) Contracted Position with Green Key Solutions Llc.
• Contracted to address and work on a backlog of files in the software program “Salesforce” that had accumulated due to unintended e-mail blasts, and other obstacles that the department faced. Their newly formed Call Center had un-reviewed voice & text messages left for various people within the organization for a multitude of reasons; each message correlated to a specific SalesForce ticket. The department’s supervisor agreed those messages should not be ignored since they effected the outcomes of County subsidies.
• Researched various customer information using software such as “Yardi CRM”; “Yardi Voyager”, “OnBase”,
“SalesForce”, and all of the Microsoft Office Suite products.
• Spent time with frustrated customers who have already experienced poor customer service; allowed them to vent their frustration while constantly attempting to steer them towards a solution that I could honestly provide as well as one that would leave them satisfied that we accomplished what they wanted. The Blairs Leasing Office
Leasing Coordinator – Downtown Silver Spring (December 2017- February 2018) Contracted Position with Green Key Solutions Llc.
• Worked in the Leasing Office for The Blair Apartments (which is owned by “The Tower Companies”); I greeted every client in person as well as over the telephone, and I focused on delivering exceptional customer service to people for durations heavy with volume.
• Kept a rotation tracker in order to distribute “leads” & other types of work to the Leasing Agents in a fair manner that the team agreed upon.
• Filtered certain data from the software used by the company and ran daily Pipeline reports for every Leasing Agent who was working.
• Kept detailed notes of meetings, as well as day to day operations which included: incoming calls, outgoing calls, Leasing Agent’s appointments, the number of tours clients were given, tenant issues of all varieties, how many clients applied for a property, etc.
• Was blessed with the privilege of being able to learn a lot of Property Management skills and information on the job
(including Fair Housing Laws and Practices).
Maslow Media Group
Media Production Coordinator – Washington D.C. (January 2016-July 2016)
• Engaged as a contractor to provide staffing and event support for the Hillary Clinton presidential campaign.
• Managed documentation such as timesheets, tax forms and other documentation required to facilitate payroll and assure employee compliance.
• Interfaced with union leader’s groups across the country to coordinate events. Arbitron, Inc.
Media Production Coordinator – Columbia, MD (August 2010-July 2013) Full-Time Employee
• Managed relationships with General Managers and Engineers for Radio & Television stations in the 100 biggest media markets across the United States & Canada.
• Tasked with overseeing data quality input by company Engineers used to support the installation and maintenance of our company’s equipment.
• Worked with station engineers to facilitate technical installations and ensure the proper monitoring of our devices & technology.
• Captured and analyzed performance metrics data of equipment and monitored production items to resolve anomalies as fast as possible and escalate critical issues to our department’s Broadcast Engineers.
• Provided critical analysis & support of production systems and processes including; identifying the root causes of data anomalies, the validity of the anomaly, it’s impact to our client deliverables, and mitigation strategies as I performed detailed rules analysis.
Atlantic Video, Inc.
Production Coordinator – Washington, DC (October 2009-August 2010) Full-Time Employee
• Managed sales and client services for a large full-service television production facility that offered studio production and post-production services.
• Implemented practices to align with client objectives, boost revenues, and ensure client satisfaction.
• Effectively created budgets and carried out logistics of all events to exceed client expectations.
• Arranged and managed transportation, accommodations, communications, client business and entertainment support as well as the coordination and management of external vendor services.
• Planned and executed events for large studio audiences, national TV personalities, and clients including ESPN, Discovery Network, Ernst & Young, Sirius Radio, and SONY.
Foxfire Printing Company
Data Conversion Specialist – Bowie, MD (January 2015- August 2015) Full-Time Employee
• Processed various types of client data to create signs, posters, business cards and labeling strips that contained the corresponding item’s bar code and item’s price. These label strips were used for point of sales and contained data indicating where products should be stocked.
• My primary clients were Dollar General & Weis Grocery Store. I was tasked with ensuring their satisfaction and managing their projects to completion.
• Client data was stored in a shared archive where every employee was required to save every file for each step of the production process for our company’s clients. I worked to relabel documents, organize data chronologically and alphabetically to add efficiency to data searches.
• Devised ideas and assisted clients in designing integrated business solutions in the area of printing, shelf-edge marketing, data management and customer fulfillment.
• Performed quality control checks on the raw data such as UPC code, store number, pricing, etc.
• Supported management in various capacities including creating reports for high profile clients. EDUCATION
• Montgomery College
Studied English Composition, Business, Broadcast Media, General Mathematics
• Reservoir High School - Student - Fulton, MD – High School Diploma
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