Customer Service Call Center
Resume:
BRANDY ROBINSON
*********@*****.***
SUMMARY OF SKILLS
15+ years comprehensive experience; Management, Sales, Customer Service Self-motivated, fast learner, detail oriented, able to multitask and prioritize tasks for completion Exceptional verbal and written communication, presentation, and interpersonal skills Able to effectively communicate with diverse groups of individuals Able to successfully exceed quotas and work independently without supervision Proficient in computer navigation, Microsoft Office (Word, PowerPoint, Excel) OCCUPATIONAL EXPERIENCE
Quantum 3 Media LLC
Charlotte, N.C. September 27th, 2019-Current
Lead Generation Manager/Lead Generation Certified Trainer/Lead Generation Recruiter/Quality Analyst
● Monitor and evaluate interactions and workflow to ensure that performance standards and the volume target are met by coaching. Developing, and motivating them to ensure that they are providing great customer service and adhering to all compliance requirements on all customer interactions and maximizing their potential.
● Payroll review and submission of agents and supervisors.
● Responsible for the daily activity of the call center by managing metrics, performance criteria, policies and procedures to continuously improve call center productivity including meeting call center operational standards, maintaining employee service levels, improving quality service, preparing reports, keeping equipment operating, maintaining professional and technical knowledge and accomplishing organizational goals.
● Conducting regular business meetings with Supervisors, Quality Analyst, Technical Support to complete performance review and coachings to ensure maximum quality and production.
● Recruiting individuals that meet the requirements and training those individuals in an in person or virtual class setting.
● Responsible for developing, and motivating a team in the Philippines, to ensure that they are providing great customer service and adhering to all compliance requirements on all customer interactions and maximizing their potential.
● Evaluating calls, systems and software to ensure quality standards are met. Cheddar’s Scratch Kitchen
Charlotte, N.C. December 2017 – 2020
Service Team Lead Manager/ Culinary Team Lead Manager/ Server/ Certified Trainer FOH/BOH
• Highly skilled at training and server development.
• Promote and encourage a positive environment for the guest and team.
• Adhere to food safety guidelines.
• Manage and efficiently calculate monetary transactions.
• Assist with food presentation and delivering food in a reasonable time.
• Demonstrated ability to take care of situations and foster a professional atmosphere
• Proven ability to determine answers and solutions quickly.
• Specializing to provide an excellent dining experience. Convergy’s
Charlotte, N.C. April 2017 – November 2017
Supervisor
• Highly skilled in providing information regarding products and services of the company.
• In-depth knowledge in vehicle diagnostics, scheduling reservations and dispatching commutes.
• Hands-on experience in reviewing, updating or making changes to customer accounts.
• Track record of listening and responding to customers’ needs and concerns.
• Able to handle returns and complaints effectively.
• Demonstrated ability to record details of client contacts and service history.
• Proven ability to determine answers and solutions quickly.
• Special talent for handling irate and angry customers. RHA Health Services
Charlotte, N.C. September 2016 – April 2017
Caregiver
• Assisted patients with daily living activities and personal grooming.
• Documented patient behaviors and reported abnormalities to management.
• Assisted patients in completing prescribed therapy and exercise routines.
• Monitoring safety and developing therapeutic relationships.
• Provided emotional and educational support for patients and families.
• Monitor and implement treatment plans based on clinical experience and knowledge. Red Robin
Durham/Charlotte, NC June 2015 - September 2016
Bartender/Server
• Managed closing duties, including restocking and reconciliation of the cash drawer.
• Assisted guests with making menu selections based on their recommendations.
• Effectively communicate regarding guest allergies and dietary needs.
• Consistently adhere to quality expectations and standards.
• Experienced in delivering enthusiasm and enhancing guest experience. Olive Garden Restaurant
Fayetteville, N.C. January 2013- June 2015
Bartender / Server
• Provided friendly and efficient customer service.
• Anticipated and catered to the needs of guests and colleagues.
• Collected, handled, and counted money to ensure accuracy of nightly totals.
• Retained an adequate count of liquor and food products; i.e. food cost & nightly liquor usage.
• Provided on the job training for new servers and bartenders. SecureWatch ADT
Fayetteville, N.C. July 2010- January 2013
Assistant Manager/Team Leader/Sales Consultant
• Assisted with the hiring process.
• Hosted pre-shift meetings to motivate and encourage consultants.
• Lead weekly training courses for new consultants.
• Verified that all sales contracts were properly completed and submitted.
• Managed weekly payroll.
• Completed performance appraisals and provided feedback and suggestions for improvement. References: Upon Request
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