Program Manager Virtual Assistant

BRANDI HARRIS 832-***-****

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******.********@*****.***

SUMMARY

Diligent Customer Service Specialist that brings top skills in customer service, data entry and conflict resolution. Recognized for resolving customer complaints with integrity and professionalism to maintain customer satisfaction and retention. Motivated team player committed to contributing to company success goals.

SKILLS

• Issue and Complaint Resolution

• Call Documentation

• CRM Software

• 55 wpm Typing Speed

• Customer Service

• Microsoft Office

• Excel Spreadsheet

• Google Suite

• Problem Resolution

• Call Center Environments

• Project Management

• Working efficiently within a remote setting

• Microsoft Teams

EXPERIENCE

Customer Service Team Lead (Hybrid)

UNITED STATES BARTENDERS GUILD Jun 2019-Oct 2024

• Set attainable daily, weekly and monthly goals and game plans for the grants department.

• Cross-trained new team members, resulting in 17% increase in client satisfaction ratings from the time I was hired.

• Engaged with clients through live chat, email, and phone with the goal of establishing a relationship and ensuring they feel satisfied with the service they received before ending the interaction.

• Successfully multitasked while navigating various functions of the companies service management system.

• Volunteered to handle complaints and issues for Program Manager during busy time periods. Customer Service Specialist

TERMINIX Feb 2017-Jun 2019

• Assisted over 40 clients daily with their needs and concerns via phone, email, web chat, and fax

• Coordinated internally with operations and logistics to maintain knowledge of new company products

• Trained new hires on products and services, best practices and protocols to reduce process gaps.

• Used quality assurance and operational data to ensure accuracy of customer scripts and proper escalation of issues to department supervisor.

• Mentored new employees on procedures and policies to maximize team performance. EDUCATION AND TRAINING

Program Manager

Coursera 2022

Travel and Tourism Certification

Houston Community College 1996

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