Customer Service Call Center

LYNETTE BROWN

C: 469-***-****

***********@***.***

QUALIFICATIONS:

Strong work load management and customer service experience including interpersonal skills. A dependable professional who will build a foundation of excellence while helping others improve their lives.

BRAND: *Organizer *Strategic Communicator *Forward Thinking

SKILLS: WINDOWS, MS-OFFICE, INTERNET EXPLORER, OUTLOOK EXPRESS, EXCEL, SBN, TELEGENCE, CLARIFY, TOUCH COMMERCE, CAPS, IEX, Qfinity, SAP, CRM, Verint

PROFESSIONAL EXPERIENCE:

Aug 23 – Jun 24(As needed) Richardson ISD

Substitute teaching for the Richardson Independent School District. This is an on-call position to fill in in the absence of teaching faculty.

Oct 23- Dec 23 Insight Global Remote/Temp

Outbound call center representative for Medicare clients. Responsible for scheduling Medicare Annual Wellness exams as a third-party vendor for United Healthcare.

Feb 20-Feb 23 Nassau Remote

Answer incoming calls for client annuity and life insurance policies. Process back-office work such as: illustrations, loans, surrenders, beneficiary updates, address changes etc.

Apr 18-Aug18 National Life Group Annuity Client Services Dallas, Texas

Process client, agent and internal customer requests for policy updates, statements, product information. Follow up on policy claim requests, full and partial policy transfers and, full surrender of policies.

Jan 18-Apr 18 City of Dallas/311(Temp Position) Dallas, Texas

Receive incoming calls from Dallas residents, the general public at large and internal customers regarding Dallas Municipal Courts, Dallas Waters Utilities, Dallas Auto Pound and Dallas Animal Services. Provides information, submit service requests for various city services, and general customer service as needed using various data bases and applications to document customer interaction.

Apr 15-Dec 16 AT&T Sr. Quality Analyst Farmers Branch, Texas

Provide real time quality monitoring to assist in the feedback and formal education process of Customer Support agents within Digital Life. Monitors customer calls, gathers and document quality issues and analyzes data using AT&T customer information system. May identify root cause, trends, analyze call volumes, patterns and times, monitors performance measures generate ad hoc reports as needed, and assist in making recommendations based on various fact finding data ensuring the quality assurance metrics are met. May participate in calibration sessions or team huddles with other QA Team Members or Leadership to ensure Customer Experience Guidelines are being applied consistently across all centers.

Apr 13-Apr 15 AT&T Digital Life Monitoring Specialist Farmers Branch, Texas

Provide customer service by monitoring alarm systems and acknowledging & responding to life and property event conditions. Notification to emergency responders, customers upon receiving an alarm condition indicating a possible Fire, Medical, Burglary, Duress/Hold-up, or any other abnormal condition at the customers' location. Acts with a high sense of integrity & urgency, focus and attention to detail. Exceptional delivery must be timely and accurate due to the sensitive nature of the events being handled as well as the possible ramifications if process deviation or delays occur.

Mar 12-Feb 13 ADT Monitoring Specialist Irving, Texas

Responsible for handling all incoming alarm signal activities and taking appropriate action processes. The Emergency Dispatch Operator will also make outbound calls in order to contact customers, emergency contacts, and Police/Fire Departments regarding alarm activities while following standard operating procedures. This role requires heavy phone work as well as taking verbal instructions, typing, reading, speaking and writing.

Mar 11-Feb 12 Dallas County Sheriff Detention Service Officer Dallas, Texas

Responsible for conducting routine searches of inmates and their property; administrative responsibilities of report writing and

record keeping which includes accessing the computer; monitoring inmates behavior in their housing units or when being escorted

or transported; maintaining security of the internal and external doors and elevators; performing life safety drills and

responding in the event of an emergency situation; performing aspects of feeding, laundry exchange, recreation,

religious services, visitation and other functions.

Education::

US Army – Aviation Operations Specialist;

Illinois State University – English Major);

Proviso West High School, Hillside, Illinois

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