Customer Service Representative
Resume:
Mykrestlua Brookins
Balch Springs, TX *****
***********@*****.***
Engaging Senior Customer Service Representative with over 10 years of experience in fast-paced Call Center environment. Remote/ Work from Home experience in payroll, inbound
/outbound calling and handling email and fax inquiries or notifications. Banking experience in Collections; Savings & Loans; as well as Fraud. Skilled and highly trained in transforming customer feedback into actionable insights that drive revenue, an increase in customer loyalty, and an improvement in company processes.
Willing to relocate: Anywhere
Work Experience
FEMA Contractor Representative Remote
4 CONSULTING, INC. MCKINNEY, TX
November 2024 to Current
• Assist with returned Funds/non-receipt of FEMA Check/Stop Payment Request/Check Copy
• Address requests for second inspection, appeal inspection, and no contact notices/letters
• Answer/transfer recoupment questions
• Provide detailed information about available assistance to applicants in CBRA/OPA zones and Group Flood Insurance Policy (GFIP)
• Provide detailed information about available assistance to non-compliant applicants
• Perform Casework actions to move the case forward whenever possible or as heightened Call Traffic permits
• Assist with Registrations, disaster referral inquiries, and application details for Housing Assistance and Other Needs Assistance requests Warehouse Associate
Amazon Warehouse-Dallas, TX
August 2022 to October 2024
• Received, inspected, and documented incoming shipments of products
• Efficiently organized and maintained inventory in accordance with company standards
• Utilized forklifts and other equipment to safely transport materials within the warehouse
• Accurately picked and packed orders for shipment, ensuring proper labelling and documentation
• Performed regular quality checks on products to ensure they met specifications
• Assisted in conducting physical inventory counts to reconcile stock levels
• Maintained a clean and organized work area, promoting safety and efficiency
• Followed all safety protocols and procedures while operating machinery or handling hazardous materials
• Communicated effectively with supervisors regarding any issues or concerns related to inventory or operations
AppleOne VT UI Contractor Representative Remote
MAXIMUS Vermont Unemployment
January 2021 to August 2022
• Communicated effectively with applicants regarding any issues or concerns related to unemployment benefits.
• Assist with returned Funds/non-receipt, stop payment request and reissued payments
• Handled Inbound calls for Unemployment Benefits claims
• Assisted with Online Account issues, and password reset request
• Provide detailed program information about Unemployment Benefits
• Completed income verification and updated account information Customer Service Representative /Temporary Contractor Remote Randstad Staffing-Richardson, TX
May 2019 to October 2020
• Assisted with Bulk Order Placement Submissions and Corrections
• Assisted with returns, Billing, Account Maintenance/Restructures, Reversals and Account Receivables
• Provided Conflict Resolution for customer complaints and issues regarding purchase order forms, payments, billing etc.
• Assisted with Parts selection for heating and air conditioning repair, warranty
• Handled all Fax/ Email Request/Inquiries on the Programs & Services Team of Lennox International received from Territory Managers and Sales Representative Field Supervisor
UNITED STATES DEPARTMENT OF COMMERCE - U.S. CENSUS BUREAU-Houston, TX March 2019 to July 2020
• Managed and supervised over 50 agents with timecard submission and Payroll
• Assisted with Onboarding, Online Training and New Agent Recruiting
• Assisted with Performance Metric, Reports, Field Coaching
• Provided field assistance with supplies, equipment etc. Customer Care Representative
Alorica Call Center-Humble, TX
September 2017 to February 2019
• Assisted with all customer inquiries and call routing to the correct departments
• Coupon assistance provided regarding Extra Buck Reward and Care Pass Memberships
• Assisted with Returns, Warranty, Discounts, Locating Items, Store Locations, Hours of Operation etc.
• Online assistance provided for CVS.com, Home Delivery Services, etc
• Assisted with inbound calls at a high call volume regarding CVS Pharmacy and Over the Counter complaints.
Senior Process Associate
Genpact-Richardson, TX
November 2016 to June 2017
• Customer service and banking assistance provided (Billing; Savings &Loans; Fraud)
• Inbound /Outbound call assistance provided regarding Credit Card assistance, Billing, Payments
• Assisted with Credit Card (Activation etc. thru Live Chat) for Goldman Sachs Bank/Apple
• Collected on outstanding balances and delinquent accounts
• Assisted with administration and on boarding assistance for New Hires
• Trained and mentored 50 new employees on conflict resolution, process alerts, customer service skills
• Single-handedly created customer service representative training modules reducing onboarding process
Supervisor
TXU Energy-Irving, TX
January 2008 to September 2016
• Assisted with inbound calls at a high call volume, concerning billing, payment and account maintenance.
• Collected monthly payments, tax/ insurance payments, and escrow account setup and deletion.
• Offered a variety of products whenever sales opportunities were available.
• Responded to requests in resolving customer complaints and investigating issues
• Met performance measures and expectations by maintaining high quality scores and obtained overall customer satisfaction.
• Captured and resolved complaints according to policy and procedures regarding Business Accounts.
• Managed a group of people in delegating tasks, performance metric, coaching etc.
• Trained and coached agents provided weekly reports to Upper Management updated company spreadsheets and restructured accounts.
• Updated process documents centred around company procedures and business practices. Education
GED
Dallas CAN Academy/ South Oak Cliff HS/GED - Dallas, TX Skills
• Accounts Receivable
• Banking
• Cold Calling
• Employee Orientation
• Conflict Management
• Recruiting
• Live Chat
• Escrow
• Management
• Account Management
• Payroll
• Accounting
• Salesforce
• Bookkeeping
• Human Resources
• Performance Management
Certifications and Licenses
Professional In Human Resources
Assessments
Customer service — Proficient
December 2020
Identifying and resolving common customer issues
Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field. Additional Information
SKILLS
CUSTOMER SERVICE ORIENTED QUALITY ASSURANCE
MICROSOFT OFFICE PAYMENTS
ACCOUNT MAINTENANCE TYPING
MICROSOFT EXCEL DATABASES BILLING
RETAIL SALES COLLECTIONS ACCOUNTING /BOOKKEEPING ESCROW /WORK FROM HOME CREDIT CARD
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