Customer Service Specialist with 18 Years Experience remote or work fr
Resume:
Brenda Brown
Albany, GA *****
***************@*****.***
Professional Summary
Experienced Customer Service Specialist with nearly 18 years in call center, technical support, and administrative roles. Skilled in CRM software, compliance, and process improvement, with proven success in customer retention and satisfaction. Certified in customer service and IT support, seeking opportunities in customer service, quality assurance, technical support, or administrative positions to leverage strong communication and problem-solving abilities.
Willing to relocate: Anywhere
Work Experience
Customer Service Specialist
ASM Research-Albany, GA
September 2024 to November 2024
* Managed email correspondence for educational federal aid, updating PII and maintaining security clearances.
* Implemented documentation updates and reevaluations to ensure accuracy and compliance.
* Collaborated with team members to streamline processes and improve customer service efficiency.
* Achieved a 98% customer satisfaction rate by consistently exceeding service benchmarks.
* Contributed to a 15% increase in team efficiency by optimizing workflows.
* Ensured 100% compliance with federal regulations through careful documentation and process updates.
* Supported customer retention by providing timely and accurate responses to inquiries. Administrative Assistant
Transcom-Albany, GA
March 2022 to December 2022
* Provided support for customers with smartphones, tablets, and computers, resolving technical and account issues.
* Delivered conflict resolution and navigated frustrated customer situations with calm and efficiency.
* Navigated multiple applications to research solutions and multitask systems while providing step-by- step instructions.
* Maintained accurate records and documentation for all customer interactions.
* Supported team operations by managing administrative tasks and scheduling. Customer Service Representative
Alorica-Albany, GA
November 2021 to January 2022
* Assisted customers with QuickBooks Online products, handling cancellations, orders, and credit card transactions.
* Guided customers through navigation reports and inventory details software.
* Utilized Salesforce ticketing and notation system for efficient issue resolution.
* Ensured customer satisfaction by providing clear and accurate information. Customer Service Representative
Spectraforce Technology-Albany, GA
July 2020 to May 2021
* Created orders for customers requesting various certificates.
* Actively typed and listened to customer questions, providing feedback and solutions.
* Maintained a strong record with upselling to UPS orders.
* Delivered prompt and accurate service to ensure customer satisfaction. Quality Analyst
Teleperformance-Albany, GA
December 2005 to October 2007
* Conducted New Hire and Refresher Training classes, providing feedback to operators to ensure service levels.
* Co-created the Mentor Program, reducing attrition by 4% within three months of implementation.
* Supported the recruiting team through the full role, ensuring job requirements and expectations were clearly communicated.
* Monitored and evaluated calls to ensure quality standards were met. Education
Some college
South University_Savannah Online
High School Diploma
Deerfield Windsor Academy
Skills
• Problem Resolution
• Cashier Skills
• Telephone Skills
• Zendesk
• Marketing
• General Ledger
• VMware
• Problem-solving
• Medicare
• Computer Networking (DHCP, DNS, VPN, Remote Access) (Less than 1 year)
• CMS regulatory compliance
• Project management
• Phone etiquette
• Communication platforms
• Teamwork
• Software troubleshooting
• Organizational skills
• Spreadsheets
• Customer service
• Technical troubleshooting support
• Computer operation
• Server virtualization
• Auditing
• Microsoft Word
• Operating systems
• Technical Proficiency
• Customer retention
• Recruiting
• Sonicwall
• Windows
• Health insurance information
• Upselling
• General Office Duties
• Data Entry
• Microsoft Office
• Bar
• Bilingual
• Appointment scheduling
• Prioritizing
• Network protocols
• IT
• DHCP
• Sales
• Call center experience
• Negotiation
• CRM system proficiency
• Health insurance
• Regulations
• Billing
• Microsoft PowerPoint
• DNS
• Sales Experience
• Equipment installation
• Managing customer accounts
• Network switch
• Experience with individuals with neurodevelopmental disorders
• Microsoft Windows Server
• VPN
• Microsoft Outlook
• Firewall Management
• Computer networking
• Data-driven decision making
• Bookkeeping
• Software installation
• Office management
• Microsoft Teams
• Cybersecurity
• Transcription
• Office experience
• Equipment troubleshooting
• Microsoft Exchange
• Word Processing
• Slack
• Hyper-V
• File Management
• Business Correspondence
• Complaint Resolution
• IT experience within healthcare
• WAN
• Policy Development
• Client communication
• Salesforce (7 years)
• Attention to detail
• CRM software
• Escalation handling
• Computer hardware
• Time management
• Centers for Medicare and Medicaid Services (CMS)
• Working with people with developmental disabilities
• Filing
• Productivity software
• Calendar Management
• macOS
• Jira
• Virtualization
• Network support
• Remote access software
• Firewall
• Conversion optimization
• Distribution
• Executive administrative support
• Administrative Skills
• Windows Server administration
• LAN
• Microsoft Excel (10+ years)
• Spanish
• Clerical experience
• Scheduling Appointments
• Communication skills
• English
• Conflict management
• Administrative experience
• Google Suite
• Hardware support
Languages
• English - Fluent
• Bilingual
• Spanish - Intermediate
Links
https://www.linkedin.com/in/brendabrown41
Certifications and Licenses
Customer Service
Present
Professional Certification in Customer Service
Present
Windows 10 Maintenance and Management
Present
IT Desk Support
Present
Certified Scrum Master
Present
Microsoft Office Specialist
Administrative Assistant
Driver's License
Customer Service Support
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