Irene Branch
Chicago
Summary
Thriving and hardworking professional with over 8 years of experience in the industry. I am dedicated in providing a high level of professionalism when it comes to sourcing the best talent for the position! Authorized to work in the US for any employer
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Manager
AT&T
04.2018 - Current
- Manage, mentor and develop team of User Acceptance Testers in our state-of-the art customer service call center
- Managed Team success through KPIs. customer satisfaction (CSAT), first contact resolution (FCR), average resolution time, and customer effort score (CES)
- Direct large-scale customer service systems projects and implementations, serving as a resource for Customer Service management
- Mentored and trained over 15-20 professionals in our customer service department with continuous oversight
- Building and maintain relationships with key internal business areas and third-party providers
Senior Customer Service Specialist
Symphony Placements
03.2015 - 03.2018
- Answer inbound phone calls to provide information and assistance regarding health care insurance options
- Update customer and account information as needed
- Update case records and notate purpose of call
- Utilize multiple database applications as resources
- Be open to feedback for continuous improvement and growth
- Respond to general customer inquiries
- Strive to meet performance metrics for continued professional growth opportunities
Guest Relations
AMC THEATRES
09.2012 - 03.2015
- Responded to customer requests, offering excellent support with ticketing, concessions, and general maintenance
- Accurately completed end-of-day financial tasks worth over $5,000 of cash and card transactions daily
- Established good rapport with loyal customers to boost customer satisfaction by 75%
- Was promoted to Supervisor over 30 employees
Education
HIGH SCHOOL DIPLOMA -
JOHN MARSHALL H.S.
06.2016
Skills
- Order fulfillment
- Analysis skills
- Marketing
- Forecasting
- Budgeting
- Customer support
- Guest Relations Experience
- Leadership
- Financial analysis
- Microsoft Access
- Customer Service
- Computer Networking
- Organizational skills
- Cybersecurity
- DoD Experience
- Account management
Certification
- CSSP Manager, Present
- CompTIA CySA+, 03/01/20 to Present
- CPR
- Driver's License
Timeline
Customer Service Manager
AT&T
04.2018 - Current
Senior Customer Service Specialist
Symphony Placements
03.2015 - 03.2018
Guest Relations
AMC THEATRES
09.2012 - 03.2015
HIGH SCHOOL DIPLOMA -
JOHN MARSHALL H.S.
Similar Profiles
Eonna SmithEonna Smith
Telephone Sales Representative at AT&TTelephone Sales Representative at AT&T
Katie BryanKatie Bryan
Lead Project /Senior Program Manager at AT&TLead Project /Senior Program Manager at AT&T
Brooks RubinoBrooks Rubino
Client Solutions Executive II at AT&TClient Solutions Executive II at AT&T
Victor RodriguezVictor Rodriguez
Specialist Systems Administrator at AT&TSpecialist Systems Administrator at AT&T
Jaden CrookeJaden Crooke
Marketing Intern at Reveal USAMarketing Intern at Reveal USA