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Christina Brown

Customer Service Representative

Summary

A Senior Customer Service representative with 10 years of call center experience. Recognized for exceptional customer service. Successful in resolving escalated customer concerns and creating individualized solutions. Worked with diverse groups internally and externally. Extensively trained in customer relations, billing systems and device troubleshooting. Proficient in Microsoft Suite Applications. Proven an efficient, reliable self-starter that is adaptable to diverse groups and situations.


Work experience

February 2017Present

Enrollment Advisor

Pearson Online & Blended Learning - Columbia, MD
  • Remarkable experience in assisting parents with students admission requirements, program selection and course enrollments.
  • Provide high- quality, highly accountable online school solutions. An enrollment advisor.
  • Responsible for Tier 2 inbound and outbound calls. Assist families with 4 stage enrollment process.
  • Verify documents to include: Immunization Records, Proof of Age, Proof of Residency and State required Documentation. Adhere to all Enrollment regulations and requirements as well as state and federal guidelines related to student data and school specific deadlines.
  • Manage student's accounts post enrollment.
  • Developed the plan implementation guidelines with account management team.
  • Managed caseload of students and tracked document progress.
May 2006May 2014

Senior Customer Service Representative

Verizon Wireless - Hanover, MD
  • Provide exceptional customer service to diverse customer base.
  • Deliver individualized solutions and resolve challenging customer issues. Experienced with billing, device-related troubleshooting, sales, web support and service inquires. 
  • Handle customer escalation and served as point of contact for leadership.
  • Give accurate direction and support to team leaders to facilitate successful completion of organization’s targets and performance goals.
  • Serves as mediator between customers and clients in cases of disputes which may arise in the course of business transactions.
  • Recommend potential products or services to clients by collecting customer information and analyzing customer needs.
  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure
    resolution.
  • Cancel or upgrade accounts, Place or cancel orders, Process refunds, or exchanges.
April 2003May 2006

Residential Counselor

Arc of Howard County - Handover, MD
  • Develop and implement individual goal plans.
  • Administer medication and detail charting.
  • Manage petty cash and consumer funds.
  • Prepare meals for youths and feed them at a scheduled time.
  • Coordinated several educational and recreational events for residents.
  • Maintained relationships with family members of residents and provided them feedback.
  • Perform housekeeping duties and handle walk-in crisis situations.
  • Distributes proper medications and supplements to residents.
  • Observes dietary restrictions and guidelines of specific residents.
  • Writes up reports of resident behavior and activity.
August 2000April 2003

Customer Service/Sales

Nordstrom Corporation - Columbia, MD
  • Provide exceptional customer service.
  • Set and achieve personal sales goals while supporting the goals of the team.
  • Greeted customers and determined their specific needs by following up and generating repeat business by encouraging customers to return.
  • Perform Department maintenance including stock, display and re- merchandising.
  • Maintained an accurate cash draw of over $1500 per shift.
  • Effectively utilized resources to successfully complete projects.
  • Successfully expedited credit cards applications, and reward cards on the daily basis.

Education

August 2005May 2009

Associates Degree

Howard Community College

General Education Degree with Emphasis on Science and Nursing Curriculum

August 2014Present

Bachelors of Art

University of Maryland

Degree of Social Science