Call Center Customer Service

Brittany Neveu

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

Objective:

To obtain the opportunity to

further my professional

career within the

organization in a complex

yet innovative role to utilize

my resolution and analytical

skills.

Core Qualifications and

Skills

· Strong

Organization

al Skills

· Proficient

knowledge

of Microsoft

Office

· Efficient

Problem

Solver

· 9 years of

Exceptional

Customer

Service

· Leadership

and

Impersonal

Skills

· Quickly

adaptable to

change

Professional Experience

Reliant

/NRG

Univer

sal/

Escala

tion

Suppo

rt/

New

Hire-

Up-

Skill

Trainer

(VLC)

Januar

y 2018

-

Presen

t

•Answered multi-line

telephone systems; high-

volume call center: resolved

customer conflicts,

delinquent accounts and/or

billing inquiries,

recommended appropriate

additional services.

•Assist escalated calls and

chats that vary in

transactions for example:

energy management,

account maintenance,

deposit dispute, or customer

without power.

•Implement and maintain

effective customer service,

follow up, and occupational

cohesiveness between the

company and customer in an

effort to improve and/or

maintain customer and client

relations

•Utilize SAP Transactions

front and back office to

perform applicable

transactions on the account

•Effectively multi-task

between two or more chats

with customer while

maintaining personal

engagement

•Assist management on

projects needed in minimal

time for process

improvement and possible

implication

•Universal skilled agent

since 2018

•Team Mentor for all

Retention tier groups

•Virtual Learning Coach for

New Hire classes

•Up-Skill Trainer for

Universal Agents

•Provide strong analytical

support to supervisor and

team with conduct driven

data analysis identify and

implement daily metric

reports to fellow leadership

and team. Organize and

prepare individual

evaluations for coaching

opportunities

•Support each agent

independently by listening

and offering beneficial

feedback to assist the agent

throughout the call

Event

Manager

Feb-Dec. 2015-2017

Design Strategy

Corporation

•Send and receive IT

tickets for Chase

•Experience with servicing

Chase desktops, laptops,

ATM and office equipment

•Held leadership roles such

as managing technicians

and ensuring the all service

order tickets are

completed in a timely

manner

Wells Fargo

Bank

Mar-Jan.

2012-2015

Lead

Teller/

Banker

•Handle

money

transaction

such as

deposits,

withdrawals,

transfers,

money order

and

counting

money

•Handle

clerical daily

task

•Complete

monthly

audits,

reviews and

approve

transactions

.

ATM

Dispatcher

N

ov-April

2010-2011

Customer

Service

Supervisor

•Promptly

resolved

critical

customer

care issues

following

company

guidelines

•Provided

customer

support

regarding

issues with

products,

services and

billing

•Identified

and satisfied

customersʼ

needs by

creating

service

tickets that

would

dispatch to

technicians

to go out

and fix the

ATM

machines.

Education

Houston Community

College

·

Business

2012- Current

Remington College

· Criminal

Justice

2007-2009

High School

· Thurgood Marshall

High

School

2007

Contact this candidate