CONNIE BROWN

919-***-****

ad3r88@r.postjobfree.com

Bright, independent, and organized Call Center/Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Demonstrated experience managing outbound and inbound calls with patience and tact. Dedicated, enthusiastic, and always seeking ways to improve. Seeking a new opportunity to continue to develop professionally in the field of customer success.

EXPERIENCE

Maintenance Coordinator(sales)/Dispatcher 08/2023 – 11/2023

Tower Heating & Air, Garner, NC

Sold “maintenance contracts” to customers who owned AC/Heating units while documenting information in the FieldEdge office system.

Cold calling for “potential customers” in reference to selling the “maintenance contracts.

Contacted “current customers” who had our AC/Heating equipment in their homes in reference to “renewing” their contract, via telephone and emails.

Backup to the one & only Dispatcher Coordinator (scheduled and dispatched Technicians to customers’ homes for repairs on their unit).

Answered calls for “potential customers” and forward to appropriate Sales Team member.

Customer Service Representative 09/2007 - 09/2022

ONTIC – Creedmoor, NC

Operated with an Integrated Product Team comprised of technical, customer facing, and team members.

Ensured the company maintained high levels of customer satisfaction through responsiveness,

lead time, on time delivery, and service.

Interpreted customer inquiries received through phone, email, web, fax, and walk-ins

Issued quotations and processed incoming orders.

Planned, coordinated, and tracked production material requirements.

Coordinated quotations and production planning to ensure market needs were met and accurate information was communicated to customers.

Other duties as assigned.

Customer Service Representative 08/2001 - 01/2005

Value Options – Raleigh, NC

Received calls from current and potential clients to schedule a visit with an “on-sight” clinicians.

Maintained confidential patient, employee and company information in compliant requirements with company policies and regulatory.

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs before forwarding to a Medical Clinician.

Offered advice and assistance to customers, paying attention to special needs or wants.

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Customer Service Team Lead 07/1997 - 06/2001

Perstorp Polyols – Garner, NC

• Resolved customer service issues using company processes and policies.

• Coached new team members on service techniques and provided training to all “new hires”.

• Assisted Customer Service Manager with escalated calls and issues during their busy times.

EDUCATION

Administrative/Clerical) Ct. Business Institute, Stratford, CT. and graduated with a certificate.

Customer Svc. Management) Gateway Community College, New Haven, CT. and graduated with a certificate.

SKILLS

Managing Multiple Tasks & a Heavy Workload

Call Documentation

Strong Ability to Work in a Team Environment

Responding to Difficult Customers

Excellent Communication Skills (Verbal & Written)

Building Customer Trust & Loyalty

Upbeat and Positive Personality

Trust & Loyalty

Courteous with a Strong Service Mindset

Work Independently with Minimal Direction

Efficient and Detail-Oriented

Strong Problem-Solving Skills

Multitasking Ability

Vantage Office System

EPICOR Office System

FieldEdge Office System

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