Brea Carter
Pittsburgh
Summary
Customer service representative with 11 years of experience in enhancing customer satisfaction and retention. Demonstrates strong conflict resolution, team leadership, and problem-solving skills, honed through supervising residential care aides, and handling customer inquiries. Known for improving team efficiency and service quality through comprehensive training programs.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Kelly Services
10.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Residential Care Aide Supervisor
Family Services United
01.2015 - 04.2024
- Supervise daily activities of residential care aides, ensuring compliance with care plans
- Implemented training programs, enhancing staff efficiency and resident satisfaction
- Coordinate with healthcare professionals to address resident needs and improve care quality
- Monitor and evaluate staff performance, providing feedback and support for professional growth
- Led comprehensive staff training initiatives, resulting in enhanced care quality and resident satisfaction in residential care facility
Customer Service Representative
Dial America
03.2013 - 11.2015
- Handled customer inquiries and resolved complaints, enhancing customer satisfaction and retention
- Processed billing and payment issues, achieving a high resolution rate and reducing call times
- Trained new team members, improving team efficiency and service quality
- Utilized CRM software to track and manage customer interactions, ensuring accurate records and follow-ups
Education
High school -
Smart Horizon Online High School
Pittsburgh01.2010
Skills
- Conflict resolution
- Team Leadership
- Time management
- Problem Solving
- Data entry
- Active listening
- Email communication
- Microsoft Office Suite
Timeline
Customer Service Representative
Kelly Services
10.2024 - Current
Residential Care Aide Supervisor
Family Services United
01.2015 - 04.2024
Customer Service Representative
Dial America
03.2013 - 11.2015
High school -
Smart Horizon Online High School
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