Customer Service Call Center
Resume:
Barbara J. Brennan
Rochester Hills, MI 48307
***************@*****.***
Education
Lawrence Technological Institute, Southfield, Michigan Graduate, GPA 3.75
Major: Electronical Engineering
Concentration: Robotics and Electrical Technology
Deckerville High School, Deckerville, Michigan
Graduate, GPA 3.6
Experience
January 2018 - Present
Supervisor and Tier 3 agent
Frontline Group
1286 Mount Baker Road
Eastsound, WA 98245
As a supervisor:
I work with my direct reports to help them manage their time and tasks effectively.
Guided the agents to set performance goals for continual improvement in their account knowledge, performance, and behavior.
Additionally, I am the Subject Matter Expert (SME) on seven customer service and technical accounts. In this position, I am often relied upon to provide advice, solve complex problems, and contribute to the development of new pathways or other solutions to best meet the needs of the client.
As a Tier 3 Blended Core Agent:
In this role I assist with any account on the blended side of Frontline, resolving their customer service or technical needs.
This position entails handling inbound calls, emails, or chat for multiple accounts. Each call is logged into our Frontline Connection CRM (Customer Relationship Management).
August 2015– October 2017
Inbound Call Center Representative
Dialog Direct
13700 Oakland Street, Highland Park, MI
As a Call Center Representative:
Made outbound calls to potential blood donors to scheduled appointments.
Received calls and requests from clients and donors for several blood banks.
Arranged for targeted plasma donations that were requested by area hospitals for patients in crisis by reaching out to plasma donors who were a match for the patient.
Headed special projects to work directly with hospitals recruiting blood, platelet or leukocyte donors to fill gaps in supply they were experiencing. Skills
Customer Service Experience. Ability to work within a high call volume environment. The discipline to work remotely. Tier 1 Technical Support Experience. Proficient in full line of Microsoft Office products; including, Access, Excel, PowerPoint, Word. Able to build and maintain websites through Ning platform and DTD XHTML 1.0 RCS Portal. Familiar with use of a CRM tool for logging customer contacts
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