Customer Experience - Team Leadership & Support Professional

Brandy Edwards

Lawrenceville, GA

Phone: 678-***-****

Email: *************@*****.***

Professional Summary

Dedicated customer experience professional with 4+ years of success delivering fast, accurate, and empathetic support in high-volume environments. Skilled at resolving complex customer concerns, de-escalating issues, and maintaining positive client relationships while meeting performance goals. Proven ability to adapt quickly to new systems, collaborate across teams, and improve operational workflows. Eager to bring strong communication, problem-solving, and customer-first support to the team.

Core Competencies

* Customer Service & Customer Experience (CX)

* Conflict Resolution & De-escalation

* High-Volume Call & Support Environments

* Data Entry & Accuracy

* CRM Systems & Ticketing Platforms

* Communication (Written & Verbal)

* Time Management & Multitasking

* Team Leadership & Training

* Process Improvement

* Problem Solving

* Microsoft Office & Google Workspace

* Adaptability & Cross-Functional Collaboration

Professional Experience

Housekeeping Supervisor

SpringHill Suites by Marriott June 2023 – March 2026

* Led daily team operations to ensure exceptional guest satisfaction and efficient workflow management.

* Resolved guest concerns quickly and professionally while maintaining a positive customer experience.

* Trained and mentored staff members on service standards, productivity, and communication.

* Coordinated with multiple departments to proactively address customer and operational needs.

* Managed scheduling, reporting, inventory tracking, and documentation with strong attention to detail.

* Implemented workflow improvements that increased efficiency and service consistency.

Shift Manager

Wingstop April 2022 – June 2023

* Managed high-volume customer interactions while maintaining service quality and speed.

* Handled escalated customer concerns with professionalism, empathy, and problem-solving skills.

* Supervised team members and supported training efforts to improve operational performance.

* Oversaw daily cash handling, reporting, and compliance procedures.

* Maintained a customer-focused and solutions-oriented environment during fast-paced shifts.

Customer Service Manager

Walmart February 2020 – April 2022

* Led front-end customer service operations in a fast-paced retail environment.

* Resolved customer disputes, returns, escalations, and transaction issues efficiently.

* Trained and mentored associates on customer service standards and conflict resolution techniques.

* Maintained accuracy in financial transactions, reporting, and data entry processes.

* Delivered consistent, high-quality service while managing heavy customer traffic.

Impact Highlights

* Trusted to manage escalated and complex customer concerns across multiple industries

* Recognized for delivering fast, professional, and empathetic customer support

* Improved operational efficiency through training and workflow optimization

* Demonstrated strong ownership, accountability, and leadership skills in every role

* Experienced working successfully in high-pressure, customer-focused environments

Technical Skills

* CRM Platforms (Zendesk, Salesforce, Freshdesk — quick learner)

* Microsoft Office Suite

* Google Workspace

* Data Entry & Documentation

* POS Systems & Reporting Tools

* Email & Chat Support Systems

Education

High School Diploma / GED

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