Customer Service Support

TB

TERESA BRYANT

*******.******@*****.*** 470-***-**** Lithonia, GA 30038

Experienced customer service specialist with a track record of prioritizing customer needs in various industries. Skilled in active listening, effective communication, and managing complex inquiries. Proven ability to implement strategies for customer success and enhance service quality. Committed to delivering prompt and comprehensive solutions. Empathy

Compassion

Ethical

Excel

Salesforce

Customer Support

Communication

Problem-solving

Customer centricity

Communication

Organizational

Interpersonal

Negotiation

Data Analysis

Process Improvement

Resource Management

Quality Control

Product Support

Computer Literacy

Expertise in HIPAA Regulations and Standards

Active Listening

Database Management

Email Correspondence

Multitasking

Client Relationship Management

Task Coordination

Data Recognition Corporation

Minneapolis-Remote, MN

Test Scorer Analyst-Freelancer

03/2024 - Current

Conduct quality assurance checks on all scoring documents. Identify areas for improvement.

Review and score student tests according to established guidelines. Organize and track test scores for accuracy.

Examine, collect, and interpret data to improve performance. Pre-Logistics Atlanta-Remote, GA

Customer Experience Coordinator-

Freelancer

12/2021 - Current

Managed client accounts and enhanced timely resolution of billing issues. Analyzed customer service data to implement improvements in service delivery.

Liaised with customers to respond to and resolve their inquiries, complaints, and issues.

Maintained accurate records of customer service activities and customer satisfaction.

Coordinated with internal teams to assess customer service requirements. Trained team members in service excellence, contributing to improved customer feedback.

Monitored customer feedback through surveys, inbound and outbound calls, and emails.

Answered 80 to 120 incoming calls a day, and emails, providing frontline customer support.

Summary

Skills

Experience

New American Pathways Atlanta-

Remote, GA

Email Response Management -Freelancer

01/2025 - 03/2025

Oversaw administrative functions involving schedule creation and streamlined communication for improved operational efficiency under the Integrated Community Care Initiative of the DeKalb County Housing Assistance Program.

Developed effective response strategies for email inquiries, enhancing customer satisfaction.

Worked with CRM database.

New American Pathways Atlanta, GA

Case Manager Analyst

09/2019 - 10/2021

Served as an AmeriCorps Member advocating for vulnerable populations. Offered housing and job placement services.

Provided training sessions on topics such as fair housing laws, tenant rights, and responsibilities.

Utilized Salesforce CRM to complete data analysis and provide administrative management support.

Maintained accurate case records and documentation according to agency guidelines.

Compiled reports on cases and submitted them to supervisors, as required. Researched and analyzed data related to housing needs and trends. Teach For America Atlanta, GA

Summer School Teacher Intern

05/2019 - 08/2019

• Served with Teach For America K-12 summer school program in Atlanta, Georgia.

• Instructed sixth-grade students introducing evidence-based teaching strategies and curriculum.

• Attended and participated in meetings and brainstorming sessions with team members.

• Teamed up with subject-matter experts, evaluated, and revised training tools for improved learning platforms.

• Collaborated with team members to promote great customer service and pleasant learning environments.

• Provided individualized support to struggling students, resulting in a 20% increase in grades and learning outcomes.

Towers Management Group The Bronx,

NY

Office Coordinator

05/2016 - 04/2019

Developed filing systems for paper and electronic documents, including archiving historical records.

Assisted in the preparation of presentations, reports, and other documents. Assisted with housing voucher programs special projects for vulnerable groups as requested from time-to-time by management team. Compiled data, tracked changes, and created reports in Excel spreadsheets. Inspected properties to ensure they meet safety standards prior to tenant occupancy.

Maintained accurate records, files, and reports of program activities. Comcast Lithonia, GA

Senior Customer Service Representative

08/2005 - 04/2016

Settled all escalated issues within 24 hours.

Commanded a high volume of 80-150 incoming calls a day and emails, with minimal downtime in between calls.

Continuously educated myself about new products and services. Assisted customers with various technical and billing issues via email and telephone.

Identified opportunities to upsell products and services. Achieved resolution of an average of 50 customer grievances every week, leading to a drop of 30% in cumulative consumer turnover. Education and Training

Ashford University San Diego, CA

Master of Arts in Teaching And Learning With Technology Ashford University San Diego, CA

Master of Arts in Health Administration

Ashford University San Diego, CA

Bachelor of Arts in Health And Human Services

Western Governors University Salt Lake City, UT

Bachelor of Science in Business Administration And Information Technology Google Analytics Certification

Certified Notary

Certified Loan Signing Agent

Healthcare Provider CPR/AED: Adult, Child, Infant + First Aid (BLS) Certification Human-Centered Contact Center Leader

Certifications

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