Tia Brown
Richmond,VA
Summary
Dynamic customer service professional with over 9 years of experience in the customer service role, excelling in accurate data management and clear communication. Proven ability to handle difficult customers with patience, while effectively managing multiple tasks. Recognized for enhancing customer satisfaction and maintaining high service standards in fast-paced environments.
Overview
11
11
years of professional experience
Work History
Clerk
United States Postal Service, USPS
04.2022 - Current
- Greet customers and assist with product and service selection (stamps, shipping options, retail postal products)
- Sell stamps, stamped paper, envelopes, and other postal supplies; maintain adequate inventory and ensure displays are well-stocked.
- Use computerized systems/point-of-sale (POS) or mobile POS to process transactions: purchases, returns, and payment of fees.
- Accept and deliver packages, accountable mail; handle money orders (domestic & foreign); issue and cash them.
- Provide customers with information about postal regulations, rates, services, and policies. Respond to customer claims and inquiries.
- Assist with special services, such as passport acceptance (if the location supports this service).
- Direct customers to self‑service kiosks where applicable; explain the layout of the retail lobby.
- Maintain the appearance of the retail lobby: replenish displays, ensure workstations/displays are clean and presentable.
- Conduct inventory of retail products; track shrinkage/discrepancies; ensure stamp machines/postage meters are stocked & operational.
- Rent PO boxes and manage the associated payments and forms.
- May handle distribution tasks or assist with incoming/outgoing mail based on established schemes.
- Sort incoming and outgoing mail using automated equipment or manual sortation schemes.
- Load and unload mail/trays onto sorters; ensure the proper flow of mail through equipment.
- Prepare and maintain work area: organize trays, labels, containers; have necessary supplies ready.
Server
Applebee's Neighborhood Grill & Bar
11.2018 - 04.2022
- Delivered exceptional customer service, ensuring a positive dining experience for all guests.
- Managed multiple tables efficiently, maintaining high standards of food and beverage service.
- Trained new staff on menu knowledge, service protocols, and operational best practices.
- Collaborated with kitchen staff to coordinate timely food preparation and delivery.
- Suggestively sell (upselling) menu items such as appetizers, desserts, or promotions to increase check size.
- Maintain a clean, organized, safe dining environment. Follow health & safety and food handling procedures.
Customer Service Representative
Maximus Call Center
11.2018 - 04.2020
- Handle outbound calls related to public assistance programs like Medicaid, answering questions, troubleshooting issues, and resolving complaints.
- Process applications and perform case maintenance tasks in the state eligibility system. This includes updating cases, verifying documentation, correcting missing or inaccurate information, and following up with applicants/recipients.
- Verify and validate applicant or recipient information. Use multiple system interfaces / state databases to check income, eligibility, identity, and other required data.
- Communicate with clients to clarify information, request missing documentation, and explain program services, eligibility requirements, and changes.
- Maintain accurate and timely documentation of all customer interactions, case updates, eligibility determinations, and follow‑ups in systems.
- Meet quality, performance, and productivity metrics / Key Performance Indicators (KPIs), such as speed, accuracy, call handling, customers satisfaction.
- When needed, escalate issues or technical / policy problems to management or the proper department.
Customer Service Representative
Concentrix
03.2015 - 09.2018
- Assisted customers with inquiries and resolved issues promptly.
- Learned product features to provide accurate information to clients.
- Maintained updated knowledge of company policies and procedures.
- Handled customer complaints with empathy and professionalism.
- Log, document, and track customer interactions and account information accurately.
- Follow company guidelines and standard operating procedures (SOPs) for quality, security, privacy (HIPAA for healthcare accounts), and compliance.
- Adapt to changes in process, systems, or client requirements; multi‑task across different tools/platforms.
- Clarify customer needs by asking probing questions; verify understanding before resolving.
Education
High School Diploma -
Highland Springs Highschool
Henrico, VA06-2015
Skills
- Accurate data management
- Skilled in managing customer relationships using CRM tools
- Experienced in basic computer operations with MS Office
- Comprehensive understanding of products
- Skilled at managing multiple tasks
- Typing speed and accuracy
- Clear and concise communication skills
- Proficient in Microsoft Office and CRM tools
- Ability to handle difficult customers with patience and professionalism
- Quick learner with excellent problem-solving abilities
- Strong multitasking and time management skills
Languages
English
Full Professional
Timeline
Clerk
United States Postal Service, USPS
04.2022 - Current
Server
Applebee's Neighborhood Grill & Bar
11.2018 - 04.2022
Customer Service Representative
Maximus Call Center
11.2018 - 04.2020
Customer Service Representative
Concentrix
03.2015 - 09.2018
High School Diploma -
Highland Springs Highschool