Brandie Tinsley
Goodyear
Summary
To obtain a challenging role that provides the opportunity to make a strong contribution to organizational goals through continued development of my professional skills.
Overview
9
9
years of professional experience
Work History
Reservations (Call Center)
Alaska Airlines
Chandler, AZ
08.2021 - Current
- Booking domestic & international travel
- Ticket exchanges and guest cancellations
- Issuing of credits & refunds
- Online account management/technical support
- Handling of complaints, questions & inquiries
- DOT and FAA regulated
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Associate Banker (Call Center)
Quicken Loans
Phoenix, AZ
11.2020 - 04.2021
- Licensed Loan Officer
- Responding to online inquiries via outbound calling
- Setting up banking appointments and call backs
- Advisement of refinance and home buying process
- Education of managing mortgages
- Provided exceptional customer service through active listening skills, empathy, and genuine concern for clients'' needs and concerns.
- Enhanced client satisfaction by promptly addressing inquiries and providing tailored financial solutions.
- Maintained friendly and professional customer interactions.
Retention (Call Center)
Cox Cable Comm
Avondale, AZ
01.2019 - 03.2020
- Retaining of current customers
- Upsell/Cross selling of all products and services
- Scheduling of technician appointments
- Extensive billing inquiries
- Processing of payments/refunds/credits
- Developed strong relationships with key clients, resulting in increased loyalty and repeat business.
- Reduced employee turnover by fostering a positive work environment and providing ongoing support to staff members.
- Established clear communication channels within the team, promoting open dialogue about challenges and opportunities for improvement.
- Managed scheduling and resource allocation effectively, optimizing workforce utilization while maintaining high-quality customer service standards.
- Achieved high customer retention rates by implementing effective call center strategies and training programs for agents.
- Handled escalated calls professionally and effectively resolved complex customer issues while preserving positive client relationships.
CSR (Call Center)
Pg&e
San Jose, CA
02.2016 - 02.2019
- Rate changes & billing inq
- Electrical Vehicle trained
- Solar ABS certified
- Emergency calls
- CPUC mandated
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
Education
Diploma -
Oak Grove High School
San Jose, Ca06.1997
Skills
- ICE/ICOMS
- IMAGE
- CRM
- CC&B/SALES FORCE
- FIVE9/AVAYA
- CSG/ACSR
- CUSTOMER SERVICE
- PROBLEM-SOLVING SKILLS
Timeline
Reservations (Call Center)
Alaska Airlines
08.2021 - Current
Associate Banker (Call Center)
Quicken Loans
11.2020 - 04.2021
Retention (Call Center)
Cox Cable Comm
01.2019 - 03.2020
CSR (Call Center)
Pg&e
02.2016 - 02.2019
Diploma -
Oak Grove High School
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