Brenda Magee

Customer Service Representative / Call Center

Oakland, CA 94605

ad4xxm@r.postjobfree.com

+1-510-***-****

Communicative Customer Service Professional Motivated to maintain customer satisfaction and contribute to company success.

History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Authorized to work in the US for any employer

Work Experience

Inbound Call Center/ Customer Service Representative Conduent Inc. FASTRAK - San Francisco, CA

January 2020 to July 2023

First point of contact (50+ callers per day in high volume call center environment. Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer, Updated customer FasTrak accounts, addresses and contact information within call management databases, web-based communications. Resolved customer inquiries due to toll invoices. Consulted with customers to resolve FasTrak billing issues. Asked probing questions to determine service needs and accurately input information into electronic systems. Navigated through computer systems to review information and respond appropriately to callers. Engaged actively with callers, confirming or clarifying information and diffusing anger. Handled escalated customer complaints using problem solving skills to resolve difficult situations quickly and efficiently. Documented customer correspondence in CRM to track requests, problems and solutions.

Met or exceeded call speed, accuracy and volume benchmarks on consistent basis. Customer Support Representative 2

InClassToday - Oakland, CA

September 2018 to May 2019

Work From Home

Outgoing and Incoming calls to parents due to student's school attendance policy. Researched required information using available resources. Collaborated with other teams within the organization to resolve complex issues related to students' attendance policy. Maintained records of parents or guidance interactions, comments, and complaints about the attendance policy. Call Center/Dispatcher

Toshiba Business Solutions - San Ramon, CA

December 2016 to July 2018

High volume of incoming calls, (60+ calls) assisted Los Angeles, school district and other vendors and clients with Toshiba brand printers or copier warranty, emails, efforts by filing, entering data other inquiries. Scheduled appointments for printers' inspections, repairs or servicing as needed by dispatchers. Created daily logs of dispatched printers and parts. Entered data into computer systems to track dispatched items. Performed administrative duties such as photocopying, faxing documents and ordering supplies. Processed invoices for payment from vendors supplying goods or services to the dispatch office. Managed inventory of parts needed for emergency repairs while out on the road. Updated driver profiles with current contact information and certifications. Analyzed data collected from previous trips in order to optimize future routes. Assisted with training new hires on dispatcher procedures and protocols.

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Inbound Call Center / Customer Service Representative Fleetcor - Concord, CA

July 2015 to August 2016

Call center environment high volume of Incoming calls (80+) Assisted customers during selection process of Chevron Fuel credit cards and helped choose perfect products (Fuel Cards) to meet individual needs. Identified customer needs by asking probing questions and actively listening to responses. Cross-sold additional products and services to purchasing customers. Maintained up-to-date knowledge of company's products, services and promotions. Resolved customer service inquiries promptly and efficiently.

Front Desk / Customer Service Representative

Logan's Floor Covering - Oakland, CA

November 2008 to February 2013

Answered phones, fax work orders, correspond to emails, dispatch work orders. Maintained schedule of appointments and conducted reminder calls to eliminate no shows. Met with customers to give free estimates on cost of installation and removal of existing flooring. Created itemized, accurate paperwork detailing expected costs and timeframe for installation services. Walked through jobs sites after installation to identify errors and completed rework to correct problems. Communicated with customers regarding their expectations for the finished product. Handled consumer complaints related to carpets and upholstery to address concerns and answer questions.

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Banking Service Specialist 2

Wells Fargo Bank D.O.S.C - San Francisco, CA

April 2006 to September 2008

High Volume Call Center environment 80+ incoming calls. Wells Fargo Deposit operation acted as pivotal point of contact between bank branches regarding guidelines and practices. Hard Holds on accounts. Open fraud claims and provide information on fraud claim status. Performed Risk assessments on customers to ensure compliance with anti-money laundering regulations. Resolved problems or discrepancies concerning customers' accounts. Maintained updated knowledge of banking regulations and laws related to consumer protection and fraud prevention. Entering information into the computer systems documenting each call in the corrective measures. Education

MTD Business College in Business Administration

Business College - Oakland, CA

September 1989 to April 1990

Awards

Service Excellence Nomination

May 2006

Wells Fargo Bank Deposit Operations Service Center Service Excellence Award

May 2006

Wells Fargo Bank Deposit Operations Service Center On the Spot Award

June 2006

On the Spot Award

September 2006

Certifications and Licenses

Upon request

Additional Information

SKILLS

• Active Listening

• Product Knowledge

• Positive and Professional

• Conflict Resolution

• Problem Resolution

• Complaint Resolution

• Clerical Support

• Microsoft Excel

• Microsoft PowerPoint

• Microsoft Office Suite

• Computer Proficiency

• Customer Relationship Management (CRM)

• Call Center Operations

• Inbound and Outbound Calling

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