Call Center Customer Service

BRANDON VAUGHN

***********@*****.*** 234-***-**** Canal Winchester, OH 43110

Summary

Dynamic leader with over 10 years of global inbound/outbound call center, Information Systems, and Military experience. Recent graduate receiving my Associates in Information and Networking, I will be continuing to further my education by obtaining my bachelor's degree and bridging into Cyber Security. I offer a myriad of positive experiences that create synergy between departments/business partners. Incorporating interpersonal, soft, and technical skills within the office environment have increased my overall confidence professionally. I'm looking to become an addition to the company, by adding superior customer service, leadership, and professionalism to the team.

Skills

Time management

Leadership

Multitasking

Data management

Problem resolution

MS Office

Investigation documentation

Hazard analysis and risk control

Data evaluation

Analyzing performance

Compiling data

Troubleshooting

Relationship building

Presentations and demonstrations

Competitive and consumer market analysis

Public speaking

Training & development

Oral & written communication

Conflict resolution

Team building

Organizational skills

Analytical

Organization

Microsoft Office

Maintenance & repair

Telecommunications systems

Protecting networks

Risk mitigation

Supervision & leadership

Experience

State Of Ohio Job and family Services Columbus, OH

Identity & Access Management

08/2021 - Current

Access network mainframe security to ensure proper functionality statewide

Assists in providing I.T. consultation & recommendation while ensuring services are never compromised

Champion customer/ client support with high customer satisfaction by resolving problems with friendly service & accurate knowledgeable information

Communicate technical information effectively w/customers, peers & management

Create, organize, maintain files /documentation

Diagnose and resolve customer issues across multiple technology domains

Juggle multiple projects and tasks to ensure high quality and timely delivery.

Provide technical support related to security product installation and use.

Provide effective meetings, presentations, and training

Maintained documentation of security and disaster recovery policies and procedures.

Safeguard data through installation of firewalls and data encryption programs.

Successfully work with diverse group of coworkers to accomplish goals and address issues related to our products and services.

State Of Ohio Job and family Services, DVOP Fairfield, OH

DVOP

08/2021 - 08/2022

Accurate documentation of all service /guidance provided to eligible veterans.

Conducted outreach, advocacy, and rehabilitative services for regular cases and crisis intervention.

Establish and maintain healthy relationships with other veteran service providers (Veteran's service commission, local food storages, and shelters).

Providing Intensive services to Veterans such as assessments, career guidance, employment plans.

Performed duties mandated in U.S.C.

Title 38, chapters 41 and 42.

Outreaching to local businesses to help raise awareness of Veteran program service.

Staying abreast on all eligible county employers, job fairs, & hiring opportunities for veterans.

Charter Spectrum Columbus, Ohio

Provisioning Coordinator

10/2020 - 03/2021

Analyzed system performance, including network capacity and security, and capacity.

Supported end-users with network and device troubleshooting and diagnosis.

Evaluated client telecommunications needs and recommended targeted solutions.

Proper installation of telecommunications hardware.

Installation support to IT specialists.

Establish positive relationships with customer's previous phone providers to ensure timely porting of the telephone number.

Effectively troubleshoot issues with porting phone numbers and internet issues.

Spearheaded key projects, resulting in high customer satisfaction and increased business revenues.

Used effective communication and interpersonal skills when meeting and speaking with clients, promoting long-lasting relationships.

Made actionable and insightful recommendations for new products, extensions, or enhancements.

Coordinated hardware and software installations.

US Census Bureau Orlando, Florida

Enumerator

07/2020 - 10/2020

Responsible for Protecting Civilians/clients P.I.I.

And Government Equipment.

Conducted 20-30 daily Face to face interviews with civilians /clients.

Scheduled 10-15 daily interviews over the phone.

Maintaining Professional appearance while working outdoors.

Generated accurate and complete reports and case summaries and compiled work records, including required statistics.

Located and approached households and requested participation in census interview, thoroughly explaining process and purpose.

Promoted census significance and rights of participation to prospective interviewees through follow-up calls or in-person visits to address non-responsive initial interviews.

Synchrony Financial Altamonte Springs, Florida

Customer Support Specialist

04/2019 - 08/2020

Handle (50-80) inbound calls daily from cardholders while providing Superior Customer service.

Multitask between speaking, typing pertinent information, while navigating between several applications to ensure effective solutions.

Troubleshooting Customer's tech web issues while effectively maintaining a 95% one-call resolution.

Averaged 45-50 while maintaining 100% customer satisfaction surveys.

Assist customers /clients making payments & setting payment arrangements.

Adhering to company policies and procedures.

De-escalate irate customers by implementing (A.C.E) Method.

Actively listen to issues.

Come up with several solutions.

Execute the plan.

City of Orlando Orlando, Florida

Parking Enforcement Officer

03/2017 - 04/2019

Assists in employee selection processes, train new hires on proper driving, safety, and departmental protocol.

Conduct employee safety training, enforce city parking regulations, issue citations, and resolve disputes.

Directed drivers to proper parking areas and enforced special parking restrictions.

Improved operations by working with team members and customers to find workable solutions.

Investigates complaints received regarding parking enforcement activities, including field observations.

Maintaining Records and documents for court proceedings/cases.

Maintained order, responded to emergencies, and enforced federal and local laws.

Worked successfully with diverse groups of coworkers to accomplish goals and address issues related to our products and services.

State of Ohio Department of Rehabilitation Orient, OH

Corrections Officer

10/2015 - 03/2017

Maintained a record of equipment, demonstrated proficiency in the use of firearms and emergency measures.

Patrolled quarters and work areas, initiated counts of inmates at regular and irregular intervals.

Supervised and transported inmates to medical appointments and other facilities.

Supervised and screened inmate visitor traffic; monitored City Cite system, observed traffic in and around the compound.

Utilize Phenomenal soft skills to provide effective directives.

Maintained daily logs of shift activity.

Conducted thorough cell searches to uncover contraband and other materials not allowed at facility.

Attended regular trainings and maintained appropriate certifications.

US Army Reserves Eustis, VA

Automated Logistics Specialist, Military Police Officer

06/2004 - 06/2016

Championed tactical training programs, provided effective support and direction to 18 supply specialists.

Collected, chartered, and reported data and metrics documenting processes and task for ISO and QS certifications.

Implemented inventory management processes and mitigated risk factors resulting in zero loss for the Government.

Paroled military base and enforced all Army regulation codes, laws, and requirements.

Overseen daily scheduling, service parts purchasing, distribution and warehouse planning, moving, and receiving of materials.

Strong problem-solving skills.

Portfolio Recovery Associates Hampton, VA

Collections Manager

09/2012 - 03/2015

Awarded “2013 Team of the Year” exceeded stretch goal of $900,000 attaining 1.3 million dollars in debt recoveries.

Reduced employee turnover from 38% to 17% by successfully spearheading an award-winning Mentor Bay Program.

Mentored and coached team members to overcome barriers within call flow by administering job aids and rebuttal techniques.

Monitored support systems, compliance, policies, procedures and SLAs to ensure optimal performance.

Processed time off request, schedules, payroll submissions, and maintained all administrative duties in timely manner.

VXI Global Solutions Youngstown, OH

Sales & Retention Manager

09/2009 - 09/2012

Boosted retention from 69% to 84% deploying an on-boarding program to support the success of frontline supervisors.

Achieved 100% completion rate facilitating instructor-led trainings (ILT) to virtual teams of 500 employees.

Managed 18 sales support agents, dominated KPI's, quality scores, and first call resolution YOY.

Collaborated with Work Force Management to monitor support systems and implement workflow enhancements.

Encompassed training technologies (Go-to-Meeting, AV equipment) and adult learning methods (Kirkpatrick, ADDIE, SAM.

Models) to support diverse learning styles and optimize training program efficiencies.

Calibrated NICE calls with QA and Ops leaders to ensure quality standards and compliance exceeded client's expectations.

Collaborated sourcing strategies with HRBPs to hire, train, and provide professional development to frontline supervisors.

Conducted daily team huddles to set the tone for a fun-filled agenda (recognition, objectives, and goal-setting game plan).

Partnered with HR, IT, Training, QA, and Work Force Management to ensure operational efficiencies were met.

Education and Training

AltamonteDeVry University

B.S. Computer Info Systems Degree in Information Technology

Associate of Applied Science (Honors) in Information Technology & Networking

Activities and Honors

Inducted Member of National Society of Leadership and Success Inducted Member of Alpha CHI National College Honor Society

Certifications

ITIL 4 CERTIFICATION - 2022

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