Customer Service Call Center

Brittany Keene

Experience

Shift Manager firehouse, tucker, ga

JUL '23 - MAR '24

Legal Intake Specialist wilens law/ Krause & Kinsman Lawfirm, remote JAN '21 - NOV '22

Call Center Agent SPH analytics, US

SEP '20 - DEC '20

470-***-**** **********@*****.*** Lithonia, GA 30058 Adept at analytics and customer service, I excelled at Firehouse as a Shift Manager, enhancing team productivity and resolving financial discrepancies. My expertise in problem-solving and clerical tasks, honed across roles from legal intake to call center operations, consistently boosts efficiency and client satisfaction. Trained and supervised new staff members.

Balanced cash drawers and resolved financial discrepancies using receipts and financial documents. Addressed customer complaints and resolved conflicts. Conducted daily walkthroughs of the store, identifying potential risks or hazards. Enforced safety and sanitation regulations.

Identified areas of improvement within the team and implemented strategies to increase productivity. Managed incoming calls from potential clients ensuring all necessary information was obtained accurately. Maintained accurate records of client information and updated databases accordingly. Assisted attorneys in preparing pleadings, motions, and other legal documents as needed. Created case files for new matters using various software systems such as Microsoft Office Suite products. Analyzed incoming requests for service, determining eligibility based on predetermined criteria. Added to case information with dates of service, diagnosis or procedure codes and facility and doctor information.

Scheduled appointments for consultations, tests and procedures by determining doctor availability. Operate telephone switchboards and systems to advance and complete connections, including those for local, long distance, pay telephone, mobile, person-to-person, and emergency calls Suggest and check alternate spellings, locations, and/or listing formats to customers lacking details or complete information

Provide relay service for hearing-impaired users

Offer special assistance to persons such as those who are unable to dial or who are in emergency situations Keep records of calls placed and received, and of related toll charges Update directory information

Shift Manager (full-time) McDonald's - Saint Augustine, FL, US JAN '15 - AUG '20

Education

Nova Independent Study - Novato, CA

MAY '11

High school diploma

Skills

Analytics Proofreading Clerical Experience Problem-solving skills Customer service and care Appointment Scheduling

Assessments

Perform clerical duties such as typing, proofreading, and sorting mail Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.

Trained and supervised new staff members.

Balanced cash drawers and resolved financial discrepancies using receipts and financial documents. Addressed customer complaints and resolved conflicts. Maintained a safe work environment by enforcing company policies and procedures. Oversaw daily operations while managing multiple projects simultaneously. Enforced safety and sanitation regulations.

Customer service, Proficient, 12/01/20, Identifying and resolving common customer issuesCall center customer service, Familiar, 12/01/20, Applying customer service skills in a call center setting

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