Clarksville, TN *****
Briana Glenn 731-***-****
ac7ayp@r.postjobfree.com
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.
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
WORK EXPERIENCE
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
quotes
• 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
service
•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
01/18
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
possible
•Provide & receives various information,
handles miscellaneous & general
informational calls via telephone or internet
using multiple systems to ensure customer
service, payment transactions, & products
exported
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
bureaus
•Receive inbound customer calls to restore
accounts & discuss repayment, settlements, or
disputes
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
customers
•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
rooms
•In charge of markdown team that marked
store merchandise at proper clearance prices
Awards:
•Company Buddy Trainer from 12/11 01/14
•Associate of the Month for 04/09, 07/11, &
12/13
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
worldwide
•Packed & shipped company product
10/08 04/12 Wal-Mart Superstores, Store Merchant/Clerk &
Cashier – Jackson, TN
•Countdown register at beginning & end of
shift
•Complete cash, check, credit/debit card
transactions
•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
EDUCATION
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