Brenda Sama
Fayetteville,NC
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Work From Home Customer Service Agent
Arise Virtual Solutions Inc.
04.2019 - Current
- Documented calls according to policies for use in performance measurement and business progress tracking.
- Assisted clients with product questions to facilitate online ordering process.
- Processed orders, monitored back-orders, invoiced and followed shipping procedures to expedite online ordering process.
- Maintained positive and professional attitude toward customers to foster positive experiences resulting in repeat online purchases.
- Maintained functional and productive workspaces, prioritizing quiet atmospheres for call quality and clarity.
- Answered inbound customer queries according to internal policies, meeting concerns and resolving questions.
- Provided empathetic and amiable communications to callers in stressful situations to support constructive outcomes and satisfactory resolutions.
General Production Worker
Smithfield Foods, Inc
07.2020 - 02.2022
- Inspected final products to assess compliance with quality standards and established tolerances.
- Resolved issues quickly to maintain productivity goals.
- Supported machine operators in setup and operation of production equipment resulting in efficient runs.
- Head Dropper
- Tongue Snatcher
Healthcare Customer Service Representative
Ttec (TeleTech) - HealthCare Solutions
06.2019 - 02.2020
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Identified, analyzed and researched systemic issues and made recommendations for resolution.
- Maintained designated portfolio of customer accounts by contacting customers behind on payment obligations.
Customer Service Representative
Faneuil
08.2019 - 01.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Unarmed Security Officer
Allied Universal Security Services
12.2017 - 10.2018
- Prevented crimes by immediately reporting all unusual, unauthorized and illegal activity on premises.
- Directed guests around building and answered accessibility questions.
- Responded quickly to incidents and assessed active situations for security concerns.
- Completed full building and grounds patrols to spot and investigate concerns.
- Watched different facility areas from central location via different CCTV feeds, obtaining maximum coverage of important areas.
- Detailed theft, access violations and other incidents with reports to boost success of future criminal or civil remediation.
- Supported criminal investigations by collaborating fully with local law enforcement representatives.
- Prevented crimes through careful observation and investigation of suspicious and unusual behavior.
- Patrolled commercial property and associated parking garage.
Event Security Officer
Elite Show Services
10.2015 - 07.2017
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
Armed Security Officer
Master Security Corp East
11.2016 - 02.2017
- Responded quickly to incidents and assessed active situations for security concerns.
- Checked personnel ID badges and issued temporary credentials to visitors.
- Completed full building and grounds patrols every hour to spot and investigate concerns.
- Reduced vandalism and criminal activity by keeping close eye on premises through personal checks and CCTV monitoring.
Unarmed Security Officer
South Florida Security Group
11.2015 - 05.2016
- Prevented crimes by immediately reporting all unusual, unauthorized and illegal activity on premises.
- Directed guests around building and answered accessibility questions.
- Responded quickly to incidents and assessed active situations for security concerns.
- Completed full building and grounds patrols hourly to spot and investigate concerns.
Inbound Call Agent
Alorica
07.2014 - 08.2015
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Resolved complaints to satisfy customers and encourage future transactions.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
Education
Associate of Science - Firefighter
Miami Dade College
Miami, FLAssociate of Science -
Southern New Hampshire University
New Hampshire, OHHigh School Diploma -
Miami Killian Senior High School
Miami, FL05.2014
Skills
- Call Center Operations
- Issue and Complaint Resolution
- High-Volume Environments
- Customer Retention Strategies
- Order and Refund Processing
- Information Updates
- Strong Telephone Etiquette
- Efficient and Detail-Oriented
- Upbeat and Positive Personality
- POS Systems and Ordering Platforms
- Call Documentation
- Upselling Products and Services
- Responding to Difficult Customers
Languages
English
French
Timeline
General Production Worker
Smithfield Foods, Inc
07.2020 - 02.2022
Customer Service Representative
Faneuil
08.2019 - 01.2020
Healthcare Customer Service Representative
Ttec (TeleTech) - HealthCare Solutions
06.2019 - 02.2020
Work From Home Customer Service Agent
Arise Virtual Solutions Inc.
04.2019 - Current
Unarmed Security Officer
Allied Universal Security Services
12.2017 - 10.2018
Armed Security Officer
Master Security Corp East
11.2016 - 02.2017
Unarmed Security Officer
South Florida Security Group
11.2015 - 05.2016
Event Security Officer
Elite Show Services
10.2015 - 07.2017
Inbound Call Agent
Alorica
07.2014 - 08.2015
Associate of Science - Firefighter
Miami Dade College
Associate of Science -
Southern New Hampshire University
High School Diploma -
Miami Killian Senior High School
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