Customer Relations Service

Margaret Brown

**** **** ******* ***** ********* TX 76001

682-***-**** **************@*****.***

https://www.linkedin.com/in/margaret-n-brown/

Objective

Customer relations professional with more than 10 years experience of customer service. A proactive results-driven person who approaches situations with out-of-the-box thinking.

Experience

Aledade, Bethesda MD, October 2020 - October 2023

Outreach Supervisor (Remote), August 2022 - October 2023

●Managed a team of 6-12 outbound specialists which included professional development and role improvement.

●Leveraged VARK stats to individualize learning and better develop specialists skills and knowledge

●Provided resolutions for escalated patients

●Supported emergency line to assist specialists when working with patients in duress.

●Approved time and PTO requests per business needs.

●Reviewed calls and provided analysis based on calls to ensure quality contact with patients.

●Performed routine spot checks to ensure adherence to schedule and time needs.

Outreach Specialist (Remote), October 2020 - August 2022

●Prepared and scheduled referred patients for end of life conversations.

●Received inbound calls from patients and assisted them with questions regarding our services and routed switchboard calls to the appropriate destination.

●Provided reminders for appointment times

Pier 1 Imports, Fort Worth TX, April 2014-Current

Customer Relations Supervisor, September 2019 - October 2020

●Managed a team of 10-15 dedicated associates

●Encouraged and Developed productive behaviors

●A mentor to associates providing immediate feedback while also assisting them with their tasks and any escalated concerns they may have

●Provided resolutions for highly escalated customers

Interim Customer Relations Supervisor, March 2019 – September 2019

●Managed a team of 10-15 dedicated associates

●Encouraged and Developed productive behaviors

Interim Floor Coordinator, July 2018 – March 2019

●Assisted call center with managing resource coverage to ensure tasks were completed within a business appropriate time frame

●Provided deed back to the management team regarding concerns affecting coverage and assisted with resolutions

Seasonal Interim Floor Coordinator, October 2016 – January 2017

●Assisted call center with managing resource coverage to ensure tasks were completed within a business appropriate time frame

●Provided feed-back to the management team regarding concerns affecting coverage and proposed and assisted with resolutions

Sr. Customer Relations Associate, January 2015 – July 2018

●Worked with specialized team that provided support to both internal and external customers for home delivery concerns

●Reviewed and processed address change requests for home delivery customers

●Reviewed and processed refunds and replacements for issues with Home Delivery orders

●Assisted peers with customer questions

●Took inbound and made outbound calls for escalated customers

●Created training documentation for Home Delivery team

●Participated in cross department support project to add new and exciting products to our website

●Helped train and research/report problems with our workforce management program

●Traveled out of state to work with Home Delivery partners to better understand their processes and procedures to make a more streamlined and better communicated process for my peers and customers

●Worked closely with the home delivery supervisor to revisit current processes to find and develop new ways to better assist customers and manage our time more efficiently.

Customer Relations Associate, April 2014 – January 2015

●Took inbound calls for internal and external customers regarding concerns with orders, product, gift cards, store issues

●Assisted with email correspondence when needed

GameStop, Grapevine TX, August 2009 – February 2014

Customer Care Lead Agent, September 2011-February 2014

●Took inbound calls and made outbound calls for escalated customers, stores and outsourcer

●Resolved escalated email correspondence

●Helped maintain agent breaks and lunches

●Dealt closely with the warehouse and fulfillment team for Web-In-Store issues (website to in store purchases)

●Assisted with training prior to department having a dedicated trainer

●Worked on agent requested refunds and product replacement requests

●Helped monitor agents with their daily tasks and provided immediate feedback

●Helped coordinated and complete special tasks needing immediate resolution

Customer Care Agent, August 2009-September 2011

●Accepted inbound calls for customers and store with online and in store purchase inquiries

●Assisted with email correspondence team when needed

Delaware North Company, Arlington TX, 2009

Food Prep/Cashier, 2009

●Prepared food in accordance with the Department of State Health standards

●Was TACB certified to serve alcohol

●Dealt directly with customers

Cinram, Fort Worth TX, 2007-2008

Materials Lead, 2007-2008

●Ensured the pack lines were supplied with appropriate materials for the device being built each day

●Helped make sure the team met our daily quota

●Mentored and helped train new employees

●Organized and maintained employee breaks

Education

High School Diploma

Eastern Hills High School, Fort Worth, TX

May 2007

Incomplete

Tarrant County College, Fort Worth, TX

2007 - 2008

Skills

●Customer Service

●Team Building

●Excel

●Outlook

●Oracle

●Google Suite

●Dayforce

References

Provided Upon Request

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