1. Delores Brown
9395 Harritt Road
Lakeside, CA 92040
Customer Service/ Team Lead
Twenty years of award winning customer service experience with ten years in
supervisory and management positions. Experienced manager and trainer with excellent
verbal and written communication skills. Detail oriented, customer focus, team player.
HD Supply Facilities Maintenance San Diego CA August 2008 - present
Team Lead. Manage up to 15 customer service representatives in Warranty, EPA,
Personalized Service, and Fax Administrator departments. Schedule employees to ensure
adequate phone coverage and answering of customer calls in a timely manner. Monitor
and evaluate phone calls and coach as required. Assist employees in providing an
outstanding level of customer service, documenting all required information, and
resolving customer issues; personally resolve escalated customer issues for four
departments. Coordinate with other departments for collections, customer service issues,
and special orders. Schedule customer warranty service and run warranty work flow
reports. Open warranty claims, and coordinate with vendors to ensure timely delivery.
Close out completed warranty claims with all required documentation. Review accuracy
of Fax Administrator claims, and ensure all faxes are cleared daily. Assisted in testing
SAP computer system.
Successfully covered for Customer Service Supervisor in his absence.
Worked closely with other department supervisors and managers in developing a
program to cross train staff that ensured adequate coverage in case of employee
absences; program reduced required employee staffing by three positions.
Developed procedures to streamline call flow, resulting in increased efficiency of
incoming personalized service calls and reduced customer wait time.
Developed department standard operating procedures for four different
departments and ensured employee understanding.
Multiple Spirit Awards for Outstanding Performance and Team Work.
Daniel's Liquor & Deli San Diego, CA 2006 - 2008
Shift Supervisor. Supervised 3-4 associates in stocking, customer service, inventory
management and ordering, and store cleanliness. Trained in sales and customer service.
Inspected incoming produce for freshness. Reconciled daily accounts.
Chase Home Finance, LLC San Diego, CA 2000 – 2006
Workflow Coordinator/Team Lead, 2002 – 2006. Instructed associates in processing
overpayments and shortages, and trained in bankruptcy law. Audited bankruptcy accounts
to ensure that all files were updated and accurate, working closely with attorneys to
obtain required information. Met with customers in arrears to develop detailed payment
plans, and followed up to ensure regular payments. Collected mortgage payments and
sent foreclosure letters as required. Updated department procedures.
2. Developed spreadsheets that increased reporting accuracy of HELOC loans,
saving clients from incorrect foreclosure proceedings while reducing bank's Real
Estate Owned inventory.
Began as Senior Collector, 2000 – 2002. Promoted to Bankruptcy/Foreclosure Analyst,
and to Workflow Coordinator/Team Lead based on outstanding performance.
Consolidated Credit San Diego, CA 1999 – 2000
Sales Manager. Led cold calling business in building a client base.
Refined lead generation procedures resulting in increased productivity.
Led sales staff to record sales.
Direct Communications , San Diego, CA 1998 – 1999
Sales Manager. Managed a staff of 25 telephone sales representatives generating sales of
HBO and Showtime to satellite dish owners. Began as sales representative, promoted to
Highest Sales Award of 150+ sales representatives.
California Marketing San Diego, CA 1997 – 1998
Telemarketing Supervisor. Managed a staff of 50+ sales representatives. Began as
telemarketing representative, promoted to supervisor.
Highest department sales of 50+ sales representatives.
Word, Excel, PowerPoint, Outlook
SAP, KRONOS, Avaya, HALO
Excellent personal and professional references available on request