Briana Usher
Newport News
Summary
Resourceful professional eager to utilize analytical and problem-solving skills.Experienced with managing customer interactions and providing effective solutions. Utilizes communication and problem-solving skills to address customer concerns promptly.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Inspector/Apprentice Pipefitter
Newport News Shipyard
01.2018 - Current
- Installed and maintained industrial piping fittings, valves, flanges and clamps to complete systems setup.
- Read and interpreted blueprints, diagrams and other technical drawings to determine best installation methods.
- Fabricated pipe sections and components to specification using cutting, threading and welding equipment.
- Prepared reports detailing findings of inspections, investigations, and tests.
- Upheld codes and regulations governing materials, processes, and procedures.
CSR/Inbound Call Center Agent
ADT Security Services
07.2016 - 12.2017
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
Call Center Representative
Gate Gourmet
03.2011 - 05.2016
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Education
High School Diploma -
Graduate Southside High School
Atlanta, GA01.2006
Associate of Science - Nursing
Virginia Peninsula Community College
Hampton, VASkills
- Quality control
- Visual inspections
- Training and mentoring
- Data entry
- Written and oral communication
- Computer skills
- Technical troubleshooting
- Team leadership
- Decision-making
- Complex Problem-solving
- Documentation review
Certification
Driver's License
Languages
English - Expert
Timeline
Inspector/Apprentice Pipefitter
Newport News Shipyard
01.2018 - Current
CSR/Inbound Call Center Agent
ADT Security Services
07.2016 - 12.2017
Call Center Representative
Gate Gourmet
03.2011 - 05.2016
High School Diploma -
Graduate Southside High School
Associate of Science - Nursing
Virginia Peninsula Community College
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