Customer Service Experience
Resume:
Evan Brown
Grovetown, GA *****
***********@*****.***
To make use of my interpersonal skills to achieve goals with a company that focuses on customer satisfaction and customer experience.
Authorized to work in the US for any employer
Work Experience
Support Advisor/Customer Service Rep
Teleperformace Call Center-Columbia, SC
October 2022 to June 2024
• My position at Teleperformance call center required me to probe, assure and focus on customers needs. For every call I had to clarify information and research every issue to make sure I provided the best customer service.
• Utilizing resources to provide the best experience and making sure I email information to the customer regarding their reason for calling in that could be helpful in the future.
• I help train multiple new hire classes in the month of August and November of 2023 also February and March of 2024. While helping train each class I was able to instill confidence in the new hires by providing examples of what the expectations are for the call flow to provide the best customer service.
• Awarded by Teleperformance for inspiring employees to express the importance of customer needs. I was also recognized as employee of the month April and December 2023 which validated my effort to strive for success.
• During team meetings I presented goals and displayed examples for logging, call handling and escalation metrics which showed a positive impact and made a difference in our percentage as a team on a weekly basis.
• Continuously achieved the highest stat ratings of my team including calls per hour, low call time, and customer satisfaction.
Operations Manager
Fedex Ground-Columbia, SC
March 2020 to June 2022
• As a Operations Manager at Fedex my daily task required me to plan, organize, staff, direct and control specific day-to-day operations. Gaining that experience from Fedex allowed me to enhance better performance in my skill set.
• I set monthly goals and shared effective strategies with my colleagues to impact the work environment, turnover rate and staffing.
• During work hours I displayed flexibility and appropriate sense of urgency, while leading and engaging employees in a positive and professional manner.
• My leadership lead to multiple accomplishments within the company and I was acknowledged for going to different facilities for helping them improve on things such as staffing, planning and utilizing resources.
• Acknowledged by Fedex I received a Bravo Zulu award for outstanding performance beyond normal job expectations.
Stock Lead
Forever 21-Columbia, SC
August 2018 to March 2020
• Lead overall store earnings by driving top line sales and maintaining standards to positively impact the customer experience.
• Partnered with colleagues from multiple facilities to plan and share strategies for holiday and back to school shopping.
• Processing and placing merchandise to create an aesthetically pleasing store according to company guidelines.
• The role also required me to meet expectations and monitor inventory. My leadership skills had an impact on my peers which allowed everyone to work in a positive environment. Education
BBA in Business Administration
Benedict College - Columbia, SC, US
August 2014 to December 2018
Skills
• Effective at listening, strategizing and executing.
• Exceptional oral & written communication skills.
• Customer service
• Communication skills
• Team management
• Marketing
• Leadership
• Technical support
• Organizational skills
• Supervising experience
• Live chat
• Software troubleshooting
• Computer literacy
• Administrative experience
• Phone etiquette
• Benefits administration
• Cold calling
• Customer service
• Sales support
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