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Customer Service Representative

Clarksville, TN
October 07, 2018

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

Clarksville, TN *****

Briana Glenn 731-***-****

Objective: Customer service representative with 5+ years’ experience of inbound and outbound

telephone interactions, plus 12+ years of face to face sales and customer connections. I am

aiming to use my established customer service and communication skills to fill this role in your

company. I am very reliable and dedicated to helping the company grow by bringing the best

work ethic while gaining more knowledge and acquiring new skills.


•Proficient in Microsoft Word, Excel, PowerPoint, & Outlook

•Training and leadership coordinator for employee development

•Typing skills 55-60 wpm

•Trained and certified in inbound & outbound call procedures

•Trained & skilled in negotiating finances/expenses with company partners and third-

party vendors


06/18- Present Customer Service Representative 1, The General

Insurance Co. - Nashville, TN

• Receive inbound calls from customers

regarding their auto insurance policies

• Provide excellent customer service & friendly

• Respond to customers & agencies inquiring

billing questions or concerns

• Taking payments over the phone

• Making change requests for customers &

providing any policy premium changes and/or


• Recording all conversation & action taken via

computer-based notes

Prepare written correspondence in response

to requests from third parties regarding an

insured’s coverage history

09/15 05/18 Emergency Roadside Specialist, Agero –

Clarksville, TN

•Efficiently respond to emergency roadside

customers of multiple insurance companies &

Original Equipment Manufacturers such as

Progressive, Nationwide, Ford, Hyundai, plus

about 150 additional programs

•Gather critical information from consumers

while multi-tasking with computer

applications to provide excellent customer


•Communicate all benefits, services, claims,

& reimbursement procedures associated with

dispatch, roadside and/or Vehicle Incident

Management matters

•Utilize active listening skills during every

interaction with customers & clients

*Promotion to Coach *

•Monitors productivity & performance of

newly hired agents and provide feedback,

instructions, & responds as necessary

•Answer questions & recommend corrective

services to address customer complaints

•Supervises tenure agents & team of new

hires to maintain strong teamwork and

customer service levels

•Monitors agents’ case activity to ensure

proper compliance, conformance, and

adherence to policies & procedures

•Inquires possible resolutions and/or redirects

issues as needed

•Listens to and grade calls accordingly for

new hire associates for feedback and

developmental purposes to broaden

knowledge in effort to better assist customers

Awards: Associate of the month 12/17


01/15 09/15 Accounts Receivable & Retention Agent,

Convergys Corporation – Clarksville, TN

•Receive inbound calls from customers

inquiring about billing questions or concerns

pertaining to their AT&T home security

systems such as extra charges, promotions, or

billing clarification

•Market basic products & services to

customers as needed to ensure best quality

equipment as possible

•Process & sends customer orders into

warehouse to be shipped to customers soon as


•Provide & receives various information,

handles miscellaneous & general

informational calls via telephone or internet

using multiple systems to ensure customer

service, payment transactions, & products


01/14 12/14 Account Coordinator, Portfolio Recovery

Associates – Jackson, TN

•Knowledge of each individual state’s Fair

Debt Collections Practices Act

•Making outbound calls to customers, as well

as receive inbound calls, to setup repayment

plans for delinquent accounts sent to the

collection office after original creditors made

multiple attempts to contact customer within a

certain time frame

•Coordinated with debtors, financial, and

business services for reconciliation with

customers to reestablish accounts so can be

paid off and reported to the 3 major credit


•Receive inbound customer calls to restore

accounts & discuss repayment, settlements, or


08/08 12/14 Salesfloor/Customer Service Associate, Ross Dress

for Less – Jackson, TN

•Top associate chosen to setup, prepare, and

open new stores in multiple cities & states

across the U.S.

•Make cash, check, & credit/debit card

transactions via register while also greeting


•Count down money drawers & transfer

money to cash office

•Leader to receive merchandise from

company truck into stockroom

•Answered telephones to direct & assist

customers as best as possible & answer any

questions regarding the company

•Recovered & monitored sales floor & stock


•In charge of markdown team that marked

store merchandise at proper clearance prices


•Company Buddy Trainer from 12/11 01/14

•Associate of the Month for 04/09, 07/11, &


01/12 12/13 Logistics Expert, Kellogg’s Food Inc. – Jackson, TN

•Trained to operate machinery

•Quality reassurance which was checking

product before it’s packed while eliminating

merchandise that was damaged or not

properly sealed

•Worked assembly line to create product so

can be packed & shipped to store locations


•Packed & shipped company product

10/08 04/12 Wal-Mart Superstores, Store Merchant/Clerk &

Cashier – Jackson, TN

•Countdown register at beginning & end of


•Complete cash, check, credit/debit card


•Handled MoneyGram transactions for

customers to send and receive money

nationally & internationally

•Oversee front customer service desk

operations for customer questions and returns

•Stock shelves with proper merchandise

according to area presentation


08/04 05/08 High School Diploma, Jackson-Central Merry High

School – Jackson, TN

08/12 Anticipated Year: 2019 Currently Pursuing a Bachelors in Business

Management, - Ashford University – Clinton, IA

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