Braydon Southerland
Clarksville,TN
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Productive call center representative with several years of experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Recognized for consistently earning top customer satisfaction ratings. Flexible customer service representative offering several years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Line5
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.
- Maintaining a daily 115+ call count per day
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Call Center Representative
Frost Arnett
01.2024 - 09.2024
- Worked Remotely
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
Team Leader Manager
Walmart
11.2022 - 06.2023
- Used POS system to process sales, returns, online orders, and gift card activations.
- Analyzed prior delivery processes and uncovered more efficient method.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Trained, coached, and mentored new sales associates for maximum performance.
- Developed strategies to motivate employees in achieving goals.
- Developed strategies to increase productivity and efficiency of the team.
- Participated in budgeting activities to maximize resources.
Receptionist
forever engraved
07.2018 - 08.2020
- Maintained an organized filing system of confidential client information in accordance with company policy.
- Managed all incoming mail distribution, courier services, faxes, and photocopying documents as requested.
- Provided excellent customer service at all times while interacting with both internal and external customers.
- Assisted with special projects assigned by management when required.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
Call Center Representative
Gary Matthews motors
08.2018 - 12.2018
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Educated customers on company systems, form completion, and access to services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Attended telephone skills and program information training sessions to boost aptitude.
- Responded to customer calls and emails to answer questions about products and services.
Education
High School Diploma -
Creek Wood High School
Charlotte, TN05-2017
Skills
- Report Preparation
- Quality Assurance
- Data Entry
- Customer Relationship Management
- Complaint resolution
- Payment Processing
- Call Center Operations
- Product Knowledge
- Building rapport
- Quality Control
- Technical Troubleshooting
- Call documentation skills
- Inbound Phone Call Management
- Training experience
- Call controlling
- Verbal and written communication
- Customer communications
- Resolving issues
- Providing customer support
- Empathy and rapport building
- Close attention to detail
Certification
- Sterile Processing Tech Certification , received in May of 2022
Timeline
Customer Service Representative
Line5
10.2024 - Current
Call Center Representative
Frost Arnett
01.2024 - 09.2024
Team Leader Manager
Walmart
11.2022 - 06.2023
Call Center Representative
Gary Matthews motors
08.2018 - 12.2018
Receptionist
forever engraved
07.2018 - 08.2020
High School Diploma -
Creek Wood High School
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