Lifestyle

Skate

Surf

Detail-oriented and accomplished professional, with the ability to coach, motivate, mitigate risks and adhere to regulatory compliance. Key strengths include:

•	Organize, prioritize, and multi-task multiple projects and assignments using time       management. 
•	Strong attention to detail with excellent problem solving skills.
•	Self-motivated with the ability to work with minimal supervision.
•	Focus on customer satisfaction by using active listening skills.
•	Flawless attendance record.


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. 
•	Implemented a new process to provide coupon codes for warranty replacements on discontinued items. 
•	Generated credit memos in NAV and sent to accounting for processing. 


Customer Service Representative

Monitor and evaluate the quality and accuracy of inbound and outbound calls taken and made by Collectors and Specialists. Provide administrative support by sending daily communications to the team regarding individual and team performance. 

•	Educated Collectors and Specialists to mitigate risks, adhere to regulatory compliance and provide accurate information to our customers. 
•	Tested State and Federal regulations to report risks, gaps and improve efficiency. 
•	Performed as a subject matter expert in answering co-workers questions as well as trained our partners in Manila and Texas. 
•	Facilitated the Line of Business meetings and team building calibrations. 
•	Created an Excel workbook to track the performance of each Quality Monitor within the department for all levels of leadership and management. 
•	Developed an Excel workbook on how to score collection calls based on policies and procedures.


Quality Monitor

Managed a high volume of inbound calls regarding the transactional needs of all direct and indirect automobile loan customers. Provided administrative support by facilitating the distribution of the Team Performance Reports and individual KPI scores.

•	Provided high quality customer service along with accurate and professional responses to inbound auto-finance calls.
•	Mentored co-workers by providing coaching and guidance.
•	Delivered policy and procedure reminders for quality assurance.
•	Analyzed quality trends and provided results to co-workers and management. 
•	Provided side-by-side coaching to improve employee quality and calls per hour. 
•	Created and delivered sample questions and answers to co-workers for improving call flow and call resolution. 
•	Acted as a subject matter expert in coaching and answering employees’ questions via phone from other call center locations. 
•	Developed process improvement recommendations to improve current policies and procedures.

Customer Service Representative 2

Part of the Fraud Victim Assistance Department that managed a high volume of inbound calls from current or past fraud victims. Investigated inaccuracies on credit reports for customer initiated dispute resolution. Used technical writing skills to draft letters for new partnerships to investigate fraudulent accounts for their clients.

•	Audited new employees' dispute resolution workload for accuracy and understanding of policies. 
•	Resolved escalated credit dispute errors using investigation and documentation skills.  
•	Provided one-on-one training to co-workers on various call flow scripts and form completion for new partnerships to ensure accuracy and integrity.
•	Developed and implemented corporate documentation on different types of identity theft and how to safeguard oneself from becoming a victim of identity theft.


Consumer Contact Representative

Find out detailed information about Kelly Brigham,  in Irvine, CA

Kelly Brigham: in Irvine, CA

Kelly Brigham

DKB Household USA

Wells Fargo Auto

Wells Fargo Dealer Services

TransUnion Credit Bureau