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Hello, my name is Brianna. I have an Associate of Applied Science Degree in CIT-Desktop Support and Microsoft Network Administration, Technology- Administration Specialty Certification and Occupational- Fundamentals Certification from San Jacinto College. I am a proud member of Phi Theta Kappa Honor Society.
5+
Projects
Completed
My Skills
My Timeline
Dec 2022 - Current
Member Engagement Specialist - Carenet Healthcare
• Provides exceptional customer service and engagement through telephone communication, ensuring customer satisfaction by identifying and addressing health-care related issues
• Promote the prescription program thought upselling and sales techniques (i.e., active listening, emphasizing features and benefits, needs analysis)
• Handles 200+ calls, assisting with the implementation of solution-based practices for customers
Jun 2022 - Aug 2022
Computer Lab Assistant - San Jacinto College
• Assigned with the management of tickets in the Giva ticketing system
• Conducted daily monitoring reports, including the removal, reinstallation, and troubleshooting of computers
• Installed computers and configured customer applications, default settings, as well as printers and scanners
• Managed laptop returns and ensures all components were accounted for including the laptop, case, and charger
• Cleaned laptops and updated asset labels, inventory lists, and met with students to schedule laptop pick up
• Troubleshooted technical issues related to internet, printers, scanners , AV equipment, and computers
Oct 2021 - Apr 2022
Customer Service Representative - 247.ai
• Regularly resolved 100-120 customer concerns per week, achieving a customer satisfaction rating of 85% at Verizon
• Maintained compliance with all company protocols and procedures
• Maintained compliance with all company protocols and procedures
• Maintained compliance with all company protocols and procedures
• Addressed customer inquiries, including billing reviews, refunds, changes to due dates, and phone promotion corrections
• Ordered new devices, replacement devices, and phone accessories for customers
• Troubleshooted and resolved technical issues with customers' phones, watches, tablets, and landline phones
• Assisted customers in updating their account information, including changes to their phone number and porting services
• Escalated complex issues to the relevant departments for prompt resolution
• Upsold products and services and provided personalized recommendations to customers to meet their unique needs and requirements
Apr 2021 - Oct 2022
Customer Service Representative - Burnett Specialist
Customer service and support, regularly resolving 100-120 customer concerns per week High customer satisfaction, rated at 85% at AT&T• Strong communication skills, including the ability to clearly explain bill errors and technical issues
• Effective problem-solving and troubleshooting
• Empathetic customer service, with an ability to understand and acknowledge customer emotions Wide range of customer service responsibilities, including transactions, troubleshooting, call handling, billing, service and equipment inquiries, account-related questions, device ordering, and line additions
• Use of negotiation and problem-solving skills to resolve customer concerns.
• Use of negotiation and problem-solving skills to resolve customer concerns.
• Upsold products and services and provided personalized recommendations to customers to meet their unique needs and requirements
My PortfolioMy Work
Here is some projects I completed.
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Udacity Business Analyst Review
The COVID-19 pandemic has been a challenging time for many of us, but it also provided an opportunity for me to explore new interests and career paths. One area that particularly caught my attention was business analysis. As I researched different avenues in the tech industry, I found myself drawn to the world of data and how it can be used to drive business decisions.
That's when I stumbled upon Udacity, an online education platform that offers a wide range of tech-related courses.
I learned about Udacity from Teneika Askew, a tech enthusiast who shares valuable resources on social media. I was particularly drawn to Udacity because of the scholarship opportunity that they offer in partnership with Oneten. Oneten is an organization that supports underrepresented groups in technology, which is great for individuals who want to learn more about business analytics like myself.
In the Udacity Business Analyst Nanodegree Program, I gained expertise in utilizing statistics and visualization techniques to uncover and convey insights. I honed my Excel skills for data manipulation, analysis, and visualization. Additionally, I developed the ability to create Excel models for analyzing potential business outcomes. Furthermore, I learned to utilize SQL for extracting and analyzing data from databases. Lastly, I learned to apply design and visualization principles to create impactful data visualizations, build data dashboards, and effectively communicate data through storytelling.
The course material was helpful and the interactive quizzes solidified the concepts. The hands-on experience from the projects was a great way to apply what I learned. Additionally, the weekly sessions with session leads were a great way to get answers to any questions I had. The career session was also a great pairing, going through interview prep, resume, cover letter, Github, LinkedIn, personal branding and how to network with individuals.
Overall, the program was great and the support and communication was spot on. Everyone helped where they can and celebrated others progress and achievements. I'm grateful for the opportunity to learn more about business analytics and for the support of Udacity and Oneten in helping me achieve my goals.
Contact MeContact
Contact me here
Thank you for your time. Please fill out the form below and I will get back to you as soon as possible. Please allow 24 hours for a response.
Houston, TX
briannaf3598@gmail.com
San Jacinto College
English