Customer Service Call Center

SHELBY BRIMMER

Browns Summit, NC *****

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

336-***-****

Dependable, hard-working individual searching for a part-time evening or overnight customer service job opportunity.

Abilities

More than 20 years of customer service experience

Excellent written and verbal communication skills, with an eye for detail Extremely productive in a high volume, high stress, environment Proficient in SAS, MS Office, Power BI, Microsoft Outlook Self starter with a “can do” attitude

Employment History

Reporting Analyst, Arch MI

Greensboro, NC 1999 - Current

Resolve variances in performance reports through root cause analysis and review of internal performance reports.

Prepare daily/monthly/quarterly ad hoc reporting in alignment with client needs.

Analyze reporting functions and efficiency to reduce manual processes and increase efficiency

Capture business functions and technology underpinnings to translate data into reports for internal and external customers

Continuously assess current reporting techniques and developed improvements to boost accuracy.

Manage guidelines for calculations for metrics and analysis. 3rd Shift Weekend Supervisor, GSI Commerce

Martinsville, VA 1999 – 2009

Responsible for all third shift and weekend associates in the call center; employee evaluations, reconciling timecard entries, requests for FMLA or Personal Leave, general questions

Handling escalated phone calls from customers

Data and order entry

Customer chat support for several different call center clients

I bring to the table more than a decade of call center experience Education

Brookstone College, Greensboro, NC Business Administration Virginia Tech, Blacksburg, VA Management Science

North Carolina A&T, Greensboro, NC Economics with Concentration in Data Analytics

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