Brenda (Renee) Bronson Email & Phone Number

Saint Petersburg, Florida

• Job summary:Provides customer support to consumers via the telephone and/or Internet (e.g. instant message, email). Handles customer inquiries and resolves simple and basic support issues, such as address changes.
• Provides customer support by phone, email, or instant message to consumers. Serves as primary contact for inbound customer issues. Escalates more technical product-related issues to the proper Product Support department.
• Processes a high volume of consumer inquiries of FIS products and services, and resolves a targeted percentage of those inquiries.
• Troubleshoots customer problems, identifies the root cause of the problem, and uses tool and resources appropriately to determine how to resolve customer problems.
• When unable to resolve the problem in a reasonable amount of time, will escalate to the appropriate resource. Follows up on escalated issues with coaching and mentoring to learn the appropriate solution and expand.
• Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.

Saint Petersburg, Florida

• Job summary:Provides customer support to consumers via the telephone and/or Internet (e.g. instant message, email). Handles customer inquiries and resolves simple and basic support issues, such as address changes.
• Provides customer support by phone, email, or instant message to consumers. Serves as primary contact for inbound customer issues. Escalates more technical product-related issues to the proper Product Support department.
• Processes a high volume of consumer inquiries of FIS products and services, and resolves a targeted percentage of those inquiries.
• Troubleshoots customer problems, identifies the root cause of the problem, and uses tool and resources appropriately to determine how to resolve customer problems.
• When unable to resolve the problem in a reasonable amount of time, will escalate to the appropriate resource. Follows up on escalated issues with coaching and mentoring to learn the appropriate solution and expand.
• Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.

Tampa/St. Petersburg, Florida Area

Responsible and accountable for supervising CSR’s activities to assurance of contract compliance § Participates in the development and execution of the quality; develops individual development plans and conducts performance reviews; assists in managing workflow; reports on trends; and collaborates with center representatives § Troubleshooting CSR issues.

is responsible for monitoring and coaching of CSRs in the center. We are role models for how calls should be handled by using CMS approved documentation and by example, i.e. taking calls. Successfully achieved 75% faster completion rate on Dual Verification Quality Control project given 4 weeks to accomplishConducted 60 written correspondence monitors.

Trainers are responsible for new hire classes, return to work plans, train the trainer sessions and assisting other functional groups during down time (QA scoring during SPIKE)Participate in cross-functional weekly calibration calls across all 5 Vangent sites for Quality Assurance Point of Contact for Lawrence site - coordinated and oversaw large project.

Supervisors are responsible for managing and developing their CSRs by monitoring and evaluating performance. Overall, the Supervisor is a manager and a liaison for CSRs and upper management. Conducted 60 written correspondence monitors monthly on 12 CSR's - 720 in a year including individual coaching per jobConducted 48 phone call monitors (QA) per month.

Customer service representatives handle inbound calls from individuals inquiring about the specific contract. Handled 60-100 calls daily from individuals inquiring about applying for Federal positions with the Transportation Security Administration after 9/11Handled escalations from Tier I Customer Service Representatives to assist irate callers.

§ Responsible and accountable for supervising CSR’s activities to assurance of contract compliance§ Participates in the development and execution of the quality; develops individual development plans and conducts performance reviews; assists in managing workflow; reports on trends; and collaborates with center representatives§ Troubleshooting CSR issues.

This position is typical of a Senior Representative on a team consisting of Customer Service Representatives. Senior Rep assists the Supervisor with administrative tasks and handles irate and difficult callers transferred by CSRs.