Customer Service Desk Technician

Brandi Morris, Service Desk Technician Associate

Birmingham, 35204, US, +1-205-***-****, ******.********@*****.*** SUMMARY Dynamic Customer Service Specialist with over 8 years of experience in delivering exceptional service across diverse roles. Proficient in managing complex inquiries and resolving issues promptly, contributing to high customer satisfaction. Achievements include enhancing operational efficiency through data-driven strategies and fostering positive team environments. Adept at maintaining client relationships and ensuring seamless communication, bringing unique skills to the Service Desk Technician Associate role, ready to support and elevate the customer experience.

WORK EXPERIENCE

01/2025 – Present Registered Behavior Technician, Hopebridge Autism Center

Gardendale, AL, United States

Implemented behavior plans to enhance client progress through data- driven strategies.

Facilitated skill acquisition, resulting in notable client improvements in communication.

Collaborated with therapists to refine intervention methods, ensuring optimal outcomes.

Monitored client behavior, identifying trends to effectively adjust treatment plans.

Supported families by providing insights and guidance, fostering a collaborative environment.

Assisted in implementing individualized behavior plans that fostered positive developmental outcomes for children with autism. Monitored patient progress through data collection, facilitating measurable improvements in behavioral responses and skill acquisition. 11/2022 – 11/2025 Customer Service Specialist (Remote), American Red Cross Greater Pennsylvania Region

Philadelphia

Managed blood product orders, ensuring accurate fulfillment and timely delivery.

Communicated with hospitals to resolve shipment issues, enhancing overall satisfaction.

Monitored inventory utilizing data tools, ensuring product availability and operational efficiency.

Investigated shipment problems, providing effective solutions and documenting outcomes.

Assisted hospitals with inventory alternatives, improving service efficiency. 12/2014 – 11/2022 Blood Collections Specialist II, American Red Cross Birmingham Coordinated blood collection drives, enhancing donor turnout while ensuring compliance with regulations.

Streamlined procedures to achieve efficient operations and reduce wait times.

Trained new staff, fostering a collaborative environment and elevating team performance.

Addressed donor concerns promptly, maintaining high levels of satisfaction and trust.

Utilized data analysis to optimize collection strategies, significantly boosting overall effectiveness.

03/2020 – 06/2022 Manufacturing Technician II, American National Red Cross Birmingham Managed blood product distribution, ensuring strict compliance with FDA and Red Cross standards.

Maintained equipment and inventory to achieve high production and distribution targets.

Conducted data entry and inventory management, enhancing accuracy and operational efficiency.

Trained staff and reviewed records, improving team performance and record accuracy.

Delivered exceptional customer service, fostering a positive and collaborative work environment.

09/2009 – 12/2014 Night Auditor, Marriott International, Inc. Birmingham Executed nightly audits to ensure financial accuracy, leading to consistent reconciliation and reduced discrepancies.

11/2007 – 05/2009 Gallery Host, Hyatt Place Hoover Birmingham Fostered a welcoming atmosphere for guests, enhancing customer satisfaction and encouraging repeat visits through attentive service. 08/2006 – 05/2009 Manual Phlebotomist, BioLife Plasma Services Birmingham Provided compassionate patient care during plasma collection, ensuring comfort and trust, which led to enhanced donor retention. EDUCATION

01/2012 – 02/2014 American InterContinental University Associate of Science, Criminal Justice

Schaumburg

1999 – 05/2003 A. H. Parker High School

High School Diploma

Birmingham

SKILLS Microsoft Office Inventory control

Quality assurance Operations

Customer engagement Process improvement

Time management Problem solving

Team collaboration Data Entry

Technical Troubleshooting Customer Service

Documentation Independent

Critical Thinking Customer Service Representative

EHR Call Center

Healthcare

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