Brenda Keck

Las Vegas, NV *****

ad0856@r.postjobfree.com

+1-702-***-****

Dedicated and results-driven with 15 years of experience in delivering exceptional service and resolving customer issues, having a proven track record of maintaining high customer satisfaction scores while improving operational efficiency .

Work Experience

Customer Service Manager

Brickyard One LLC - Remote

May 2018 to Present

• Responded to customer inquiries via phone, email, and chat in a timely and professional manner.

• Proficient in handling customer inquiries, resolving complaints, and providing product/service information.

• Skilled in utilizing CRM software and multi-channel communication (phone, email, chat) to assist customers.

• Strong problem-solving abilities and a commitment to exceeding customer expectations. Customer Support Associate

Concentrix - Remote

October 2014 to May 2018

• Provide inbound customer support via phone and email, addressing technical issues and inquiries promptly and efficiently.

• Successfully resolved a wide range of technical problems, achieving a 95% customer satisfaction rate.

• Ensure the appropriateness of billing content by reviewing invoices and statements, guaranteeing accuracy and compliance with customer agreements.

• Deliver expert customer experiences by maintaining a friendly and helpful demeanor and actively listening to customers' needs.

Call Center Manager

Energy Enterprises Inc. - Remote

August 2010 to October 2014

• Lead and supervise a team of 12 call center representatives, providing training, guidance, and performance feedback to enhance their skills and productivity.

• Implement and enforce call center standards, resulting in a 20% increase in customer satisfaction scores.

• Develop and maintain service level agreements (SLAs), ensuring the team consistently meets and exceeds targets for call volume, response times, and resolution rates.

• Collaborate with marketing and sales teams to strategize and execute lead generation campaigns, resulting in a 15% increase in qualified leads.

Recruiter

RJ McKay & Associates - Remote

January 2007 to August 2010

• Demonstrated success in generating warm leads and setting appointments for wealth advisors.

• Proficient in using phone and digital communication tools to engage prospective clients.

• Schedule appointments for wealth advisors and ensure seamless handover of qualified leads.

• Consistently meet or exceed monthly lead generation targets, resulting in a 30% increase in appointments set.

Education

Bachelor of Science in Communications

Ohio University

Skills

• CRM software

• Problem solving

• Time management

• Live Chat

• Recruiting

• Business Development

• Conflict management

• Technical Support

• Marketing

• Cold Calling

• Salesforce

Military Service

Branch: United States Navy

Service Country: United States

Rank: Petty Officer Third Class

Certifications and Licenses

OSHA 10

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