Kelly Brigham Email & Phone Number

Aliso Viejo, CA

Irvine, CA

• Managed order processing for all Ecommerce channels, including but not limited to Zyliss, Cole and Mason, Amazon, Wayfair, JCP and Macy’s.
• Managed all Customer Care emails regarding product and warranty questions.
• Answered inbound calls for all consumers, retailers and sales representatives.
• Processed all sample orders, warranty claims, and employee orders.
• Issued refunds via WooCommerce for all Cole & Mason and Zyliss Consumers.
• Tracked all warranty replacement claims for our product development team.

Irvine, CA

• Monitored and evaluated the quality and accuracy of inbound and outbound calls taken and made by Collectors and Specialists. I provided coaching and feedback to ensure regulatory compliance and all policies and.
• Tested State and Federal regulations to report risks, gaps and improve efficiency.
• Identified problematic trends and contributed to the development of new policies and procedures.
• Subject matter expert in training and providing support to our co-workers in Texas and Manila.
• Facilitated the Line of Business meetings and team building calibrations.
• Provided administrative support by sending daily communications to the team on individual and team performance.

Irvine, CA

• Handled a high volume of inbound calls regarding the transactional needs of all direct and indirect automobile loan customers. Assisted in processing deferments, taking escalation calls and answering co-workers.
• Recognized with the Service Excellence award in July 2013.
• Received Employee of the Month in April 2011, October 2012 and September 2013.
• Top performer in department with 4.79 in 2010, 4.92 in 2011 and 2012 and 4.90 in 2013 (out of 5.0).

Fullerton, CA

• Part of the Fraud Victim Assistance Department, where I handled a high volume of inbound calls from current or past fraud victims. I also investigated inaccuracies on consumer's credit reports via written or over the.
• Answered incoming calls for various types of fraud victims.
• Added security alerts to consumerʼs credit files to safeguard their identity.
• Answered questions regarding identity theft and preventative measures that can be taken.
• Worked with Case Managers from other companies in protecting and correcting their clientʼs credit files.
• Made outbound calls to authenticate telephone numbers on a consumerʼs security alert.