Brianna Larkin Email & Phone Number

-Focused on understanding work procedures to streamline call flow and decreased average call handle times by 5 minutes within the first 2 months of being on the phone system in a call center with 100 workers-Sustained my work metrics involving call handle time, first call resolution and schedule adherence to be rated as one of the top performers in the overall call centers for the first three months of 2023 as well as a top performer for the first quarter of 2023-Cultivated new skills by cross training in multiple departments including business online banking conversion, virtual chats and credit cards allowing me to handle different call queues and work with specialized teams for new product launches.Connected from home to the VPN using Global protect software using two factor authentication ensuring customer security when not in the confines of the office.

Buffalo, New York, United States

-Managed inbound calls from customers regarding issues with their payment using the companies equipment averaging 40 calls per day-Documented all calls received using a CRM case system and applied refunds for customers that were overcharged using company equipment that were received through calls and emails averaging 25 calls and 30 emails per day-Worked through a VPN daily to connect into the MTA record systems to appropriately handle calls using Citrix workspace averaging 125 calls per week

Buffalo, New York, United States

-Maintained detailed records of troubleshooting steps for each call interaction during a shift, averaging 60 calls per day-Identified and resolved equipment connectivity issues for customers' cable products, promptly escalating to technicians when necessary to ensure a 90% first call resolution metric-Maintained up-to-date knowledge of product features, technical specifications, and industry trends to provide accurate and reliable support to customers averaging over 300 calls per week