Customer Service & Operations Specialist

Kasia Brown

Atlanta, GA

470-***-**** *********@*****.***

PROFESSIONAL SUMMARY

Customer service and operations professional with 5+ years of experience supporting teams, improving service quality, and delivering consistent results in call center, government, and remote environments. Known for mentoring peers, maintaining high documentation standards, and communicating complex information clearly. Brings a calm leadership presence, strong attention to detail, and a commitment to performance, accuracy, and customer satisfaction.

PROFESSIONAL EXPERIENCE

Afni Virtual Customer Service Representative

May 2025 – Present

- Serve as a knowledgeable point of support for customers by resolving complex inquiries and modeling professional communication

- Consistently follow policies, procedures, and quality standards, supporting overall team performance goals

- Demonstrate best practices in call handling, documentation, and de-escalation in a remote environment

- Maintain strong productivity and quality metrics while adapting to updates in processes and systems

- Support a positive team culture by sharing knowledge and assisting peers when appropriate

Internal Revenue Service (IRS) Contact Representative

2023

- Explained complex tax-related information to taxpayers clearly and accurately

- Maintained detailed documentation to support compliance and quality assurance requirements

- Resolved sensitive issues with professionalism, discretion, and adherence to regulations

Wipro Customer Service Representative

2021 – 2023

- Supported consistent service delivery in a high-volume call center environment

- Followed structured processes and quality guidelines to ensure accurate issue resolution

- Assisted peers by sharing system knowledge and effective communication techniques

Curry Davis Group Quality Review Specialist

2020 – 2021

- Reviewed applications and documentation to ensure accuracy, completeness, and program compliance

- Managed caseloads independently while meeting strict deadlines and quality standards

- Coordinated follow-ups and communicated review outcomes clearly to stakeholders

Chime Solutions Service Delivery Consultant

2018 – 2020

- Demonstrated professionalism and leadership presence while assisting diverse customer populations

- Maintained up-to-date knowledge through ongoing training and applied best practices consistently

United Way of Greater Atlanta Administrative Assistant

2016 – 2018

- Supported supervisors and teams with reporting, documentation, and coordination of meetings and events

- Assisted with onboarding-related administrative tasks and process support

CORE SKILLS

Team Support & Mentorship Training Support Quality & Compliance Process Adherence Documentation Accuracy Professional Communication Conflict Resolution Time Management

EDUCATION

Creekside High School – Fairburn, GA

High School Diploma

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