Remote, Work from Home
Resume:
Brenda R. Brown
**** ******** ** ******, ** *****
***************@*****.***
Authorized to work in the US for any employer
Work Experience
Remote CSR( MMS) Transcom Denver, CO March 2022 - Present As a MMS assist customers with various issue from refunds tumor technical and advanced issues. You’ll be the friendly voice of our Telecommunications client to support their customers with smartphones, tablets, and computers. As a CSR, you’ll listen to the caller and use your technical expertise, and passion for outstanding customer service, to answer questions about products and services, or troubleshoot technical issues to find solutions. Effortlessly engage with callers, actively listen, analyze, and isolate tech issues, comfortably navigate multiple applications to research solutions, multitask in systems while patiently providing step-by- step instructions, calmly provide conflict resolution and navigate frustrated customer situations, Work independently with discipline and motivation to succeed in a virtual environment where you work remotely with coworkers and supervisors from the comfort of your home, work in a highly structured environment with strict adherence to your assigned full-time schedule taking high-volume inbound calls from customers, work at a desk and wear an approved headset for the duration of a full-time schedule in order to talk to customers in a high-volume, fast-paced, and sometimes stressful environment Remote CSR Alorica - Bluefield, VA November 2021 - January 2022 As a customer service agent for Intuit QuickBooks. Guided customers through navigation of the software. Either by phone or accessing their computer remotely to assist with product configuration or navigation. Assisted customers with use of Quick books online products for canceling, ordering, processing credit card transactions and services. Assisted customers with reconciliations of accounts. Assistance in bank connections to QuickBooks. Assisted in accessing reports and inventory details with QuickBooks. Assisted with basic and advanced troubleshooting steps for data migration. Assisted in username and password issues. Assisted with basic knowledge of QuickBooks information.
Remote CSR Spectraforce Technologies Inc - El Paso, TX May 2021 - September 2021 Customer service agent responsible for creating orders for customers who would like to place orders for various types of certificates. Read and multi-task among the manual and make notation. While if one of my associates needs a quick question I am able to direct them from the manual what they should do. Stats and talk time are still great coming out of nesting. A great record with upselling to UPS orders. Available to any one that needs help or new to the team with questions and are unsure who is on floor duty. Document serious issues while on a call for example: I'm able to answer any technical question. Able to actively type, listening to the customer questions and hold great customer service conversations. Very confident in answering questions that are fielded to me by the customers. Rave reviews from my customers on my knowledge and ability to speak with my customers with confidence on information provided during the phone call, chat or email.
Technical Support (CRG II Agent) Converges Technical - Valdosta, GA July 2017 - March 2018
Customer Service agents were responsible for bill payments, processing orders. upselling products that could enhance the client's experience with AT&T products. We assisted clients with different types of settings and special things they could do with their modem and router to add features and remove those they did not use often. For example, if the customer just wanted the Spanish channels only. We could set up a line up of cable that would allow this to happen. If a client called and stated, they were unable to work their remote control or if the router was not getting a signal and why. We could troubleshoot the issue using a flow chart to get the issue resolved and if the issue called for a technician to come out. We would schedule all appointments as soon as possible.
Quality Analyst/ Recruiter Teleperformance - Albany, GA December 2005 - October 2007
Conducted New Hire and Refresher Training classes as well as remote monitoring and provided feedback to Operators to ensure service levels were achieved. Co-created the Mentor Program used to support New Hire employees thus reducing attrition by 4% within three months of implementation. Enhanced support staff expertise by developing and educating departments on acceptable standards, exceptions, and variances in regard to service level. Suupport the Recruiting team through the full recruiting process from application set up through candidate show on day one of employment Serve as the main source for interviewing candidates and as a point of contact for questions and support during the recruitment process Ensure job requirements and expectations are clearly communicated to candidates and that they are assessed against desired criteria for the role Follow all established documentation and processes for agent hiring, identify gaps in processes and look for opportunities for improvements, support and assist with training materials and documentation for new recruiters, interviewers, and/or temporary resources, participate in monthly calibration sessions, maintain a high level of professionalism and confidentiality at all times, and adhere to assigned performance metrics. During my recruiting time majority of agents did not see a high turn over rate. They mostly became tenor agents and had a high success rate of being promoted to other positions with in the company.
Supervisor Teleperformance - Albany, GA December 2005 - October 2007 Conducted Metric standards as in CRIFT and CSAT deep dives for agents with failing scores, processed end of the payroll week, managed 20 plus agents on a daily basis while monitoring eight to nine agents for coaching and feedback. Monitored agents break and lunch schedule. Initiated counseling for break and lunch overages, inappropriate actions, late logins and terminations. Trainer Teleperformance - Albany, GA December 2005 - October 2005 Trained agents on using AT&T DSL service and flowchart processes. Cross trained agents on the use of single port router and networking router and the difference between the connection type. Trained agents on how to use a flowchart to get issues resolved in a timely manner while on the line with customers and the importance of using a flow chart to enhance the uniformity of the overall customers experience
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Chat Team Lead Teleperformance - Albany, GA October 2005 - December 2005 Assisted in dial chat with 4 customers at once and possessed the capability to intervene in supervisor escalated chats from DSL customers. Monitor 20 plus agents for break and lunch, kept the chats below 5 minutes per chat with customers, sent out hourly reports taken from active agents, and ensured productivity level remained above 85% per hour.
Service Tier 2 Teleperformance - Albany, GA May 2005 - October 2005 Assisted domestic and international customers with dialing instructions and other services related call completions. Served as a back-up supervisor during the late-night shift while managing escalated calls from customers. Call customers back when issue where unable to be resolved by agents on the phone in a timely manner while researching the root cause of the customer's issue Customer Service Representative Teleperformance - Albany, GA October 2004 - January 2005
Assisted customers with inbound calls for Bellsouth DSL service while working with LQS and Oracle systems and Siebel. Ensured the needed quality was maintained to 95% and Customer Satisfaction to 100%.
Education
High school diploma Deerfield Windsor Academy - Albany, GA 1994 to 1998 Skills
Proficient in PowerPoint, Excel, Outlook Express • Salesforce, CRM, and Siebel • Slack, Zoom, Microsoft Teams, Telegram • Typing 40 WPM • Windows Operating Systems (98, 2000, XP and MAC • Active Directory • Desktop Support (Remote Access) • Help Desk
(NOC ticket submission, Remedy Desk) • Network Support ( Ping, VPN) • Software Troubleshooting • Technical Support
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