Customer Service Representative
Resume:
Brandy Walls
Orlando, FL *****
***************@*****.***
Professional Summary
Hardworking and results-driven customer service leader with 15+ years of experience in operations and team management across various sectors. Proven track record in enhancing customer satisfaction and streamlining processes, managing teams of up to 25 representatives, and achieving high performance metrics. Skilled in utilizing CRM systems for effective communication and record-keeping, with a strong focus on training and development to foster team success. Work Experience
Customer Service Representative
Bargain Boulevard-Orlando, FL
January 2024 to Present
• Presented clothing through live auctions.
• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
• Built rapport with customers through active listening, empathy, and personalized interactions.
• Maintained detailed records of all customer interactions in CRM system for future referring.
• Handled billing inquiries including payment processing, refunds, adjustments, and account updates accurately and efficiently
Dispatch Supervisor
Josko-Orlando-FL
January 2022 to January 2024
• Managed a team of 2 dispatchers, overseeing daily operations and ensuring efficient scheduling and routing of deliveries and services.
• Streamlined communication channels between drivers, customers, and internal teams, resulting in faster response times and improved customer satisfaction.
• Monitored key performance indicators (KPIs) such as on-time delivery rate and driver productivity to identify areas for improvement.
• Maintained accurate records of all dispatched orders, including tracking information, proof of delivery documents, and customer feedback.
• Resolved escalated issues from customers or drivers promptly to minimize any negative impact on service quality or reputation.
• Maintained payments from clients for service provided weekly and monthly for quarterly reports. Dispatcher/Customer Service
Total Environmental-Orlando, FL
January 2021 to January 2022
• Coordinated and scheduled daily dispatch operations for a team of 10 drivers.
• Managed incoming calls, emails, and faxes to efficiently assign and prioritize tasks.
• Monitored driver performance and provided feedback on areas of improvement.
• Assisted in the recruitment, training, and onboarding process for new dispatch staff members.
• Utilized computer software systems to track Drivers from pickup to final destination accurately to make sure service was provided in a timely manner.
• Organized and maintained office filing systems, ensuring easy retrieval of documents for service, deliveries and payments.
Senior Customer Service Representative
Conduent-Ocoee-FL
February 2018 to January 2021
• Managed a team of 25 customer service representatives, providing guidance and support to ensure high-quality service for KPI conversion.
• Resolved complex customer inquiries, complaints and escalations to maintain 100% customer service maintaining high KPI conversion rates.
• Led weekly team meetings to discuss performance metrics, address challenges, and share best practices.
• Developed strong relationships with key clients through regular communication and proactive problem- solving.
• Identified opportunities for upselling or cross-selling products/services based on customers' needs and preferences.
• Maintained accurate records of all customer interactions using CRM software for future reference or analysis purposes.
Director of Operations
Turn It Upside Down Lawn & Landscape-Orlando, FL
May 2009 to January 2018
• Oversaw all aspects of operations for a multi-location organization, including budgeting, staffing, and performance management.
• Managed vendor relationships and negotiated contracts to optimize pricing and service levels.
• Collaborated with team to forecast demand accurately, leading to improved inventory planning and reduced carrying, production and supply costs.
• Managed the recruitment, onboarding, training, and development of staff members for this company.
• Scheduled and coordinated meetings, appointments, and inventory for job performance.
• Assisted in the preparation of reports, presentations, and correspondence by gathering data and formatting information.
• Maintained confidentiality of sensitive information while handling employee records, financial documents, contracts, etc.
• Provided administrative support during recruitment processes such as posting job ads or scheduling interviews with candidates.
Admissions Representative
Fortis College-Winter Park, FL
August 2010 to December 2013
• Assisted prospective students in navigating the college admissions process, providing guidance on application requirements, deadlines, and financial aid options.
• Reviewed and evaluated applications for admission, ensuring compliance with university policies and standards.
• Conducted informational sessions and presentations to educate students and parents about the college's programs, campus life, and academic opportunities.
• Managed a caseload of XX prospective students, maintaining regular communication through email, phone calls, and faxes.
• Provided personalized counseling to help students identify their strengths, interests, and goals in order to select appropriate majors or programs of study.
• Utilized CRM software to track applicant data including contact information, application status updates, and communication history.
• Served as a liaison between admissions office staff and other university departments such as financial aid or housing services.
Education
Business (Associate's degree)
Seminole State College-Altamonte Springs, FL
January 2016 to December 2019
Skills
• Windows (10+ years)
• Slack (1 year)
• CRM software (10+ years)
• Service Titan (2 years)
• Fieldaware (2 years)
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