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Lanisha Brown

Florence, SC, US ad33yb@r.postjobfree.com 843-***-**** www.linkedin.com/in/lanisha-b-600548 SUMMARY

Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities who is also a motivated Customer Service Supervisor focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee and company objectives.

EXPERIENCE

Customer Care Supervisor

Verizon April 2022 - August 2023

• Lead and motivate a team of 17 Customer Service representatives to achieve their goals in performance and behaviors Listen to live and recorded calls through Verint to further develop direct reports and community reports behaviors to act on behalf of the customer and the company

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• Proficient in viewing reporting to see impacts and develop success plans to help reps reach their full potential

• Build trust and confidence by celebrating their success and fostering a healthy team dynamic

• Build key partnerships to support the day to day operations of the Senior Manager team

• Provide feedback and guidance to help reports reach goals while being flexible and diverse CSST Coordinator

Verizon March 2021 - April 2022

• Proficient in the use of Live Engage chat messaging Working knowledge and proficient in the use of Workflow Management (WFM) and G-Suite, Workspace applications (Docs, Sheets, Slides, Gmail)

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• Support various HQ related customer service projects by fulfilling requests made my multiple workgroups within the organization

• Manage multiple projects and rapidly changing priorities to meet strict deadlines in fast-paced environment

• Perform Customer Service duties when scheduled for call taking Support Coordinator

Verizon April 2017 - March 2021

• Receive an overflow of escalated calls to further assist with customer resolution

• Take accountability for and resolves all customer issues and follow up when appropriate

• Daily development through leadership tool application

• Utilize retention and save techniques

Customer Advocate

Verizon January 2009 - April 2017

• Provide high quality customer service in a high call volume inbound call center

• Negotiate and problem solving to resolve customer concerns

• Conduct Tier 1 troubleshooting

• Provide management support by being Point of Contact EDUCATION

Masters: Human Resource Development

Webster University • US, SC, Myrtle Beach • 2000

• Webster University Oct 2021

Bachelors of Arts: Political Science

Minor in History • Francis Marion University • US, SC, Florence • 1998

• Francis Marion University Dec 1998

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