Cathie Brown

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

Houston TX ***38

323-***-****

aczkq3@r.postjobfree.com

QUALIFICATIONS:

Customer-focused professional with strong call center experience for leading communications companies. Skills include a demonstrated competency in Windows applications, keyboarding proficiency and use of automated systems. Articulate with excellent verbal and written communication skills. Demonstrates excellent organizational skills

PROFESSIONAL EXPERIENCE:

Beauty Emporium, Houston TX May 2004- January 2017

Customer Service Rep

Keyholder; open and close store everyday

Responsible for all cash handling

Supervise a group of 6 daily and assist with problems

Meets individual performance standards

Performs other duties as assigned by management

Reliant/NRG, Houston TX Oct 2014-May 2015

Client Service Professional/Sales

Handles a high influx of inbound calls within a dynamic call center environment

Manages multiple priorities and maintains effective results in a quota driven workplace

Participate in sales of products and services

Utilize multiple call center support applications efficiently assist customers and agents

Interact with customers, issue orders, and analyze accounts to resolve billing inquiries; negotiate payment options/deposits and provide customers with assistance in obtaining various company products and services

Consistently apply knowledge required to perform technical and procedural aspects of the position

Maintains data entry requirements by following data program techniques and procedures

Maintains customer confidence and protects operations by keeping information confidential

Diffuse customer escalations (customer save skills)

Verifies entered customer and account data by reviewing, correcting, deleting, or reentering data

Contributes to team effort by accomplishing related results as needed

ACS Commercial Services, Houston TX Jan 2005-May 2007

Dispatcher

Overseer of cases dealing with light commercial work such as plumbing, bricking, leaking issues, etc.

Dispatching for a team of 10 technicians servicing the area of San Antonio, TX, Dallas, TX, Lake Charles, LA and Opelousas, LA

Creating a schedule ranging from emergency to non emergency schedule

Ensuring that each job is completed within a 48hr time

Finding qualified contractors in the case that my technician isn’t available due to sickness or more than 2 emergencies.

Sending out the proper agreement forms that needs to be signed before contractors can complete a job

Ensuring each contractor is paid after each job

Ensuring that each dispatcher clocks in and out of each job as well as drive time

After each job is completed take extensive notes of what each technician did at the job, as in how, what, when, and what manager the technician signed off with

Filing under each job, the technician’s faxed copy work and the signature of each manager on duty at the time of job.

Follow through with a call to each manager to ensure that the technician completed each job.

EDUCATION:

HCC Community College January 2014- Current

WT Hall High School Sept. 2000- May 2004

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