Bianca MaconBrown
Surprise
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Salt River Project
Tempe, AZ
05.2023 - Current
- Resolved customer inquiries through multiple channels, ensuring timely and accurate information delivery.
- Mentored new team members on company policies and customer service best practices, enhancing team efficiency.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Answer and handle customer outage contacts, including entering trouble orders.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Detailed payment options and explained price, receipt and billing details to customers.
Customer Service Representative
Upgrade
Phoenix, AZ
06.2022 - 05.2023
- Provide excellent customer service to inbound and outbound calls
- Answer continuous inbound calls in the following departments: Customer Service, Application by Phone, and Verifications
- Be an expert on our products and processes
- Adapt to changing policy and procedures on a constant basis while maintaining high quality to your work
- Review financial documents submitted by the borrower
- Verify and calculate customer income
- Detect suspicious and fraudulent loan applications
- Meet and/or exceed production, quality, and customer service goals
Blizzard Seasonal Leader
MeKesson/RemX
Phoenix, AZ
10.2021 - 02.2022
- Develop and maintain an organization with a passion for customer service and ongoing quality improvement
- Monitor and evaluate agent performance, providing learning and coaching opportunities when needed
- Work with other supervisors and management team members to support team members and maximize customer satisfaction
- Preparing reports and analyzing call center data to assist management as they determine call center goals
- Ensuring team members understand and comply with all call center objectives, performance standards, and policies
- Performs other responsibilities as requested or assigned by management
PSS Supervisor
Asurion
Phoenix, AZ
04.2018 - 04.2021
- Manage and direct the daily activities and long-term success of Representatives through coaching, training, development, and performance management.
- Meet key performance indicator metrics for call performance measurements and sales goals through development, training, and support or Representatives
- Assign tasks, follow-up, answer questions, and give instructions as needed to meet customer needs
- Ensure Representatives receive the appropriate tools, training, and support to apply skills and knowledge and effectively resolve customer issues
- Provide professional development and performance management to Representatives to improve efficiency and results
- Learning and Development Supervisor- Train newly hired representative to get them ready for production
- Coach Apprentice Mentor - Ensure that aspiring team members acquire the appropriate support, tools, and training to apply skills and knowledge on the job.
- Hiring Team - Recruiting and onboarding of new applicants
Pss Technician/Peer Advisor
Asurion
Phoenix, AZ
09.2016 - 04.2018
- Tech Expert – Provide premier customer service and technical support over the phone while maintaining performance-based metrics
- Be an outstanding community leader and encourage positive behavior through peer engagement.
- Assist Supervisors while training and onboarding new hires. Provide feedback throughout residency until production.
- Superhero of the Year 2017 - Employee of the year throughout enterprise
Education
Chabot College
Hayward, CA05-2014
Diploma - undefined
Youth Empowerment School
Oakland, CA06-2009
Skills
- Microsoft office
- Supervisory Skills
- Customer focus and orientation
- Coaching and Call monitoring
- Performance review
- Customer service
LANGUAGES
English
Timeline
Customer Service Representative
Salt River Project
05.2023 - Current
Customer Service Representative
Upgrade
06.2022 - 05.2023
Blizzard Seasonal Leader
MeKesson/RemX
10.2021 - 02.2022
PSS Supervisor
Asurion
04.2018 - 04.2021
Pss Technician/Peer Advisor
Asurion
09.2016 - 04.2018
Diploma - undefined
Youth Empowerment School
Chabot College