Customer Service Specialist with 5+ Years Experience
Resume:
BRANDON NGONO
Dallas, TX *****
*******************@*****.***
Professional Summary
Customer Service representative with over five years of experience in providing exceptional service. Adept at problem solving, building relationships, and exceeding expectations. Passionate about helping others and creating positive customer experiences. Authorized to work in the U.S. for any employer.
Dedicated individual with proven ability to establish and maintain strong communication and working relationships. Experienced in coordination, collaboration, and quality control management.
Work Experience
WORK FROM HOME CUSTOMER SERVICE AGENT
Pearson Education
Jan 2022 – Jan 2025
• Provided excellent customer service via the telephone: courteous, efficient, telephone/ electronic interpersonal communication, through both inbound and outbound communication.
• Maintained call quality of 90% or better via outstanding ability to communicate via telephone and process data simultaneously.
• Worked proactively and handled 150-200 calls per day
• Worked to assist the CRD leadership team in the identification and resolution of work flow issues and the management of customer expectations.
• Resolved customer issues and leveraged a 10% cost savings to preserve customer relations.
• Resolved payment issues on inbound calls.
• Maintained proficiency in team metrics including Call Volume, Availability, and Customer Service Scores.
• Maintained accuracy and thoroughness in Data entry and has less than processing errors each month.
HEALTHCARE CUSTOMER SERVICE REPRESENTATIVE (REMOTE) Resilience Residential Health Care – TX
Jan 2021 – Dec 2021
• Provided support for payment-related questions and account access issues.
• Handled high call volume from patients regarding appointments, billing, and general inquiries
• Maintained professional and empathetic communication with all callers.
• Ensured customer data was handled securely and in compliance with privacy policies.
• Educated patients on the claims process and assisted them in understanding their rights and responsibilities
CLAIMS PROCESSING SPECIALIST (REMOTE)
Garman Construction – CA
Apr 2019 – Dec 2020
• Reviewed and assessed claims submitted by clients to ensure accuracy and compliance with policy guidelines
.• Communicated with claimants to gather necessary documentation and clarify details of claims.
• Documented all claim interactions in the company’s CRM system, ensuring a clear record of the claims process
.• Collaborated with other departments to expedite claim approvals and address any issues that may arise.
• Monitored claim status and provided timely updates to claimants, enhancing their service experience.
INSURANCE ADJUSTER (INTERN)
Lifetime Construction
Aug 2018 – Mar 2019
• Provided high-quality technical support to effectively diagnose and resolve support complaints reported by customers.
• Performed moves, adds, changes and maintained activities for desktop/ laptop computers, telephones and printers.
• Educated end users regarding computer and software operations, including basic how-to and bestpractices.
• Ensured complete and reliable security for sensitive data.
• Assisted with development, implementation and maintenance of network file server backups and disaster recovery.
• Performed work in timely manner and responded to user needs. Education
Bachelor’s Degree in Quantity Surveying
National University of Science and Technology – Matebeleland 2016 – 2020
Skills
Remote Technical Support & Troubleshooting – Software, hardware, OS, and application issue resolution
Customer Service & Call Center Operations – High-volume phone, email, and chat support with strong phone etiquette
Ticketing & CRM Systems – ServiceNow, Zendesk, Freshdesk, Jira, Salesforce, Microsoft Dynamics 365
Operating Systems & Devices – Windows, Mac OS, Linux, iOS, desktop and mobile device support Networking Fundamentals – TCP/IP, LAN/WAN, DNS, DHCP, VPN, VoIP, network support Remote Access & Collaboration Tools – Bomgar, Citrix, Microsoft Teams, video conferencing platforms
System & Desktop Administration – Active Directory, SCCM, software deployment, desktop administration
Data Entry & Documentation – Accurate case notes, order processing, asset tracking, SharePoint Time Management & Productivity – Meeting SLAs, managing queues, improving response times by 30%+
Communication & Client Relationship Management – Clear written and verbal communication across diverse industries and clients
Certifications
CompTIA Security+
CompTIA Network+
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