It Support Customer Service

Contact

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

www.linkedin.com/in/brietta-

ferguson (LinkedIn)

Top Skills

Problem Solving

Time Management

Critical Thinking

Certifications

Google IT Support Certificate

Operating Systems and You:

Becoming a Power User

Technical Support Fundamentals

System Administration and IT

Infrastructure Services

IT Security: Defense against the

digital dark arts

Brietta Ferguson

Certified IT Support Professional Experience in O365, Linux, Networking

Miami-Fort Lauderdale Area

Summary

I have over 10 years of experience specializing in Customer Service and Support. I have developed expertise in marketing, logistics training, and managed inventory ensuring optimal stock levels and strong vendor partnerships for business growth.

I have worked as an Emergency Medical Services Driver/First Responder, utilizing critical thinking skills and decisive judgment to aid in life saving procedures while ensuring patient safety and prompt transport.

I have also completed certifications in IT Support, Computer Networking, and Operating Systems at Merit America, demonstrating my commitment to continuous learning and professional development.

Experience

Brie's Corner

CEO

March 2025 - Present (2 months)

Miami, Florida, United States

• Manages inventory acquisition and control for a newly acquired ecommerce business.

• Oversees customer service operations to ensure high satisfaction levels and repeat business.

• Implement strategies to promote trending retail products, natural hair and skincare products, herbal supplements, and teas.

Natural Beauty From Heaven, LLC

CEO

February 2021 - Present (4 years 3 months)

United States

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• Develop natural, vegan friendly hair growth stimulants and skin care products to meet market demand.

• Monitor inventory and product sales for accuracy, ensuring optimal stock levels.

• Communicate with vendors to conduct supply purchases, maintaining strong partnerships for business growth.

Miami Dade Ambulance/MCT Express Inc.

Emergency Medical Services Driver/First Responder

February 2023 - February 2025 (2 years 1 month)

Miami-Fort Lauderdale Area

• Utilized critical thinking skills and decisive judgment by aiding EMTs and Paramedics with lifesaving procedures, ensuring patient safety and prompt transport.

• Utilized electronic communication devices for navigation, managing logistics for a minimum of 5 patients daily, and operating emergency vehicle equipment including lights, sirens, and monitoring devices.

• Ensured all equipment was functioning properly, vehicle inventory was stocked and sealed, and vehicles were fueled, cleaned, and prepared for safe and timely transport.

One Global Services of America

Security Officer

October 2021 - July 2022 (10 months)

Hollywood, Florida, United States

• Electronically logged 300+ visitors and vehicles daily into ABDi gate access security system, ensuring the safety and security of 963 residences.

• Utilized multi-line telephone and Microsoft Excel to identify and manage guests, visitors, and contractors for 186 residents, enhancing communication efficiency.

• Monitored multi-camera systems, reported incidents via email using Microsoft Word, and provided detailed hourly reports, ensuring compliance and safety. Amazon

2 years 11 months

Driver Trainer I & II

July 2020 - August 2021 (1 year 2 months)

Pompano/Deerfield Beach, Florida, United States

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• Instructed and trained 50-80 Amazon Delivery Associates weekly, achieving a 95% success rate in scheduled and trained drivers by conducting vehicle safety certification tests.

• Improved customer experience rates and driver performance metrics by 80% through comprehensive training programs.

• Reduced department budget cost by 27% by managing building access, printing badges, and maintaining training supplies. Lead Fulfillment Associate

October 2019 - July 2020 (10 months)

Opa-Locka, Florida, United States

• Led a team of 25-30 stow associates, ensuring proper scanning and organization in automated bins daily for consistent on-time delivery, and trained water spiders on daily functions and VRC elevator operations to support workflow.

• Provided guided coaching on correct process path procedures, monitored floor rates, and individual performance, increasing department productivity utilizing the Shooting Star and Windbound Tools.

• Delivered insights to associates to improve quality and productivity metrics, maintaining department DMPO below 18,000.

Fulfillment Associate/ICQA-FPY Coach

October 2018 - October 2019 (1 year 1 month)

Opa-Locka, Florida, United States

• Corrected shipping label errors for 300+ items daily at 25+ stow stations, trained 15+ associates on problem-solving and troubleshooting, ensuring accuracy and efficiency.

• Produced end-of-shift FPY reports for 50+ associates, reducing DPMO to under 18,000 daily, and collaborated with Learning Department to onboard 100+ new hires weekly.

• Promoted to PA due to full knowledge and flawless execution of department policies, encouraging safety practices to minimize injury cases Walgreens

Customer Service Representative

July 2016 - September 2018 (2 years 3 months)

Aventura, Florida, United States

• Monitored and controlled inventory by unloading trucks, utilizing a Telxon scanner to receive 1,500+ items, and manually adjusted inventory manifest, ensuring accurate inventory adjustments three times per week. Page 3 of 5

• Maintained stock room and sales floor, reducing theft and loss of profit by 67%, and provided knowledge-based responses to 250+ customers daily.

• Operated computerized PoS system to process over 500 items daily and utilized multi-line phone system to verify inventory and build rapport with customers and vendors.

Uber

Driver

February 2016 - July 2016 (6 months)

Homestead, Florida, United States

• Provided exceptional customer service by greeting passengers and offering snacks and refreshments to enhance their rider experience.

• Utilized advanced technological platforms to communicate with passengers regarding arrival/departure details and promptly address any issues.

• Efficiently navigated through Homestead, Florida using electronic mapping systems to ensure timely arrivals for passengers.

Good Samaritan Cleaning Services

Project Manager

February 2015 - February 2016 (1 year 1 month)

Homestead, Florida, United States

• Managed 2-4 residential and commercial cleaning projects daily, ensuring timely completion and adherence to company standards.

• Supervised up to eight workers, coordinated scheduling, and issued disciplinary actions, enhancing team performance and efficiency.

• Monitored job performance and ensured compliance with cleaning standards, improving overall service quality by 96%.

Sky Zone

Court Monitor

March 2015 - July 2015 (5 months)

Doral, Florida

• Demonstrated critical thinking skills and decisive judgment by communicating safety rules and regulations, and monitoring floor activity to ensure the safety of all guests.

• Conducted safety inspections and maintenance for all trampoline courts, reducing incidents by 82% and improving safety compliance by 87%.

• Ensured a safe environment for guests of all ages by proactively identifying and addressing potential hazards.

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Florida Home-Improvement Associates

Marketing Associate

May 2013 - October 2013 (6 months)

Miami, Florida, United States

• Managed appointment-based marketing services for home improvement products including kitchen remodeling, insulation services, and hurricane home preparation.

Education

Merit America

Google IT Support Specialist, IT Support · (August 2022 - December 2022) New England Institute of Technology

Diploma of Education, Automobile/Automotive Mechanics Technology/ Technician · (April 2004 - June 2005)

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