Brandee Brown
West River
Summary
Results-driven Office Manager with a proven track record in customer service and staff hiring. Expertise in employee training and office operations, consistently enhancing workflow and customer relations.
Overview
16
16
years of professional experience
Work History
Office Manager
South County Enterprises
Lothian, MD
07.2019 - Current
- Manage day-to-day office operations, including ordering supplies, maintaining office equipment, and coordinating schedules and calendars.
- Provide administrative support in a fast-paced business environment while ensuring efficient office workflow.
- Resolve customer inquiries and complaints with professionalism, accuracy, and timeliness. Increasing company revenue by $10,000 within the first 4 months.
- Process biweekly payroll using accounting software while maintaining confidentiality and accuracy.
- Interview, train and onboard 100 new office staff members on company procedures and operational processes.
- Maintain organized records, documentation, and office files.
- Support internal communication and assist leadership with operational needs and special projects
Senior Customer Support Specialist
Optavia/Medifast
Baltimore, MD
07.2018 - 05.2019
- Confirmed and processed weekly and monthly commission payments for OPTAVIA coaches with a high level of accuracy.
- Provided primary support to internal and external customers while maintaining exceptional customer service standards.
- Assisted with team coordination initiatives and employee engagement activities to foster a positive work environment.
- Documented customer service procedures and operational processes for team reference and training purposes.
Quality Assurance Manager
CARCHEX
Hunt Valley, MD
09.2016 - 05.2018
- Created and implemented a Call Scoring Model to improve quality consistency and agent performance.
- Conducted internal audits of processes, systems, and products to ensure compliance with quality standards.
- Evaluated customer interactions to assess employee performance and identify opportunities for improvement.
- Assisted with employee coaching, training, and performance development initiatives.
- Increased company revenue of 20,000 per year through detailed review and analysis of customer calls and processes.
- Maintained detailed reports and communicated findings to management teams
Quality Analyst / Compliance Analyst
PayPal
Hunt Valley, MD
11.2012 - 07.2016
- Monitored customer calls and reviewed emails for compliance, quality assurance, and accuracy of information.
- Became Subject Matter Expert (SME) on two business units within two months through strong performance and product knowledge.
- Trained and mentored new 40+ employees classes with emphasis on compliance standards and operational procedures.
- Designed and distributed a monthly company-wide newsletter highlighting best practices and employee achievements.
- Collaborated with leadership and development teams to improve quality assurance processes and customer experience.
- Reported recurring operational issues and partnered with departments to identify solutions and process improvements.
Customer Solutions Agent
PayPal
Hunt Valley, MD
04.2010 - 10.2012
- Delivered exceptional customer service while handling high-volume customer inquiries and account concerns.
- Mentored multiple new hire classes and supported onboarding and training initiatives.
- Selected for special projects with results reported directly to executive leadership.
- Recognized for outstanding call quality and performance, earning “Quality Star of the Quarter” 3 quarters in a row.
- Maintained professionalism and strong communication skills in a fast-paced call center environment.
Education
No Degree - Busniess Admin
Catonsville Community College
Catonsville, MDBBA - Business Administration
Clark Atlanta University
Atlanta, GA05-2002
Skills
- Human resources
- Staff hiring
- Employee training
- Customer service
- Office management
- Customer relations
- Clear oral/written communication
Timeline
Office Manager
South County Enterprises
07.2019 - Current
Senior Customer Support Specialist
Optavia/Medifast
07.2018 - 05.2019
Quality Assurance Manager
CARCHEX
09.2016 - 05.2018
Quality Analyst / Compliance Analyst
PayPal
11.2012 - 07.2016
Customer Solutions Agent
PayPal
04.2010 - 10.2012
No Degree - Busniess Admin
Catonsville Community College
BBA - Business Administration
Clark Atlanta University