Motivated Customer Service Specialist with Leadership

DEBORAH

BRYANT

**** ****** ***** *****, ******* VA 20136

240-***-**** *************@*****.***

Highly motivated customer service specialist with many years of providing exceptional customer service, I bring strong communication skills, professionalism, and a genuine commitment to helping others. I am a dedicated team player who collaborates effectively, supports colleagues, and contributes to a positive work environment. Known for my strong work ethic, I consistently go above expectations to deliver quality results and ensure customer satisfaction.

EXPERIENCE

ASSURANT- LOSS DRAFT SPECIALIST: MAY 2024 – NOVEMBER 2025

-Review mortgage-insurance loss drafts to determine required documentation for release of funds

-Communicate with borrowers, contractors, and insurance companies to gather needed information and provide status updates.

-Verify damage repairs through contractor estimates, photos, and inspection reports.

-Process incoming insurance checks, ensuring they meet investor and company guidelines.

-Endorse, release, or hold funds based on claim type, loan status, and repair progress.

-Set up and manage loss draft files in internal systems, maintaining accurate and detailed documentation.

-Coordinate property inspections to confirm repair completion and authorize additional disbursements.

-Monitor timelines to ensure claims progress efficiently and comply with regulatory and investor requirements.

-Provide excellent customer service by explaining procedures and guiding borrowers through the loss draft process.

-Identify discrepancies or potential fraud and escalate when necessary.

AMAZON – REMOTE CUSTOMER SERVICE MANAGE: SEPTEMBER 2018 – JUNE 2024

-Lead and supervise customer service teams, providing coaching, feedback, and performance evaluations.

-Monitor key performance metrics such as quality, productivity, contact handling time, and customer satisfaction (CSAT).

-Ensure compliance with Amazon customer service standards, policies, and procedures.

-Manage daily workflow, including scheduling, queue monitoring, and resource planning.

-Support escalation management, resolving complex customer issues and guiding agents on best practices.

-Analyze customer feedback and trends to identify improvement opportunities.

-Collaborate with cross-functional teams (Operations, Tech, Transportation, Seller Support, etc.) to resolve systemic issues.

-Drive continuous improvement initiatives to enhance service quality and team efficiency.

-Assist with hiring, onboarding, and training new CS associates.

-Foster a positive team culture that encourages high performance, ownership, and customer obsession

-Prepare and deliver reports highlighting team performance, challenges, and achievements.

KID TO KID – STORE MANAGER: MAY 2013 – AUGUST 2018

-Oversee daily store operations, ensuring an organized, clean, and customer-friendly environment.

-Lead, train, and supervise staff, providing coaching, scheduling, and performance feedback.

-Manage buying and selling processes, including evaluating items, pricing inventory, and maintaining quality standards.

-Deliver excellent customer service, addressing concerns, assisting shoppers, and creating a positive family-focused atmosphere

-Monitor inventory levels, organize merchandise, and ensure proper product rotation.

-Set and achieve sales goals, tracking metrics and implementing strategies to drive revenue

-Ensure compliance with company policies, safety procedures, and store guidelines.

-Assist with marketing efforts, social media posting, and promoting store events or sales.

-Handle cash management, opening/closing procedures, deposits, and point-of-sale accuracy.

-Resolve customer or inventory issues, including returns, exchanges, and pricing questions

-Maintain visual merchandising standards, making the store appealing and well-presented.

KID TO KID -CASHIER: APRIL 2012 – MAY 2013

-Greet customers warmly and create a friendly, family-focused shopping experience.

-Operate the cash register, processing purchases, returns, and exchanges accurately.

-Handle cash, card payments, and store credit while following all cash-handling procedures.

-Assist customers on the sales floor, answering questions and helping them find items.

-Tag, sort, and organize merchandise to maintain an organized sales floor.

-Support the buying process by helping sort incoming items and preparing them for evaluation.

-Restock shelves and displays, ensuring merchandise is neat and visually appealing.

-Maintain store cleanliness, including fitting rooms, counters, and product displays.

-Provide excellent customer service, especially to parents and children.

Follow store policies and procedures, including safety and loss-prevention guidelines

AWARDS :

-DEANS LIST – MONGTGOMERY COLLEGE – 2013, 2014, 2015, 2016

-EMPLOYEE OF THE MONTH – 2013, 2014, 2015, 2016, 2017, 2018

-CUSTOMER SERVICE EXCELLENCE AWARD

-QUALITY SERVICE AWARD

-MOST VALUABLE EMPLOYEE

EDUCATION:

-MONTGOMERY COLLEGE – CRIMINIAL JUSTICE 2015

-Salesforce Administrator Training Program – Correlation One 2024

SKILLS:

Data Entry

Computer Literacy (Microsoft Office, Google Workspace)

CRM & Customer Support Software CRM Software (Zendesk, Salesforce, etc.)

Cash Handling

Point of Sale (POS) Systems

Phone & Email Support

Call Center Systems (Cisco Finesse / Cisco Call Center) (Amazon Connect)(Interactive Voice Response (IVR) Systems

Documentation & Reporting

Inventory Management

Scheduling & Workflow Management

Claims Processing

Quality Assurance

Social media posting

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