HBHeather Brown
@heatherbrown
Experienced customer service specialist with a focus on problem solving.
United StatesWhat I'm looking for
I am a dedicated customer service professional with years of experience in various support roles. My journey has equipped me with exceptional communication skills and a knack for problem-solving, allowing me to build strong relationships with customers. I have worked extensively in remote environments, providing support through chat and phone interactions, and have received multiple customer service certificates for my performance.
Throughout my career, I have excelled in roles such as Chat Care Specialist and Resort & Luxury Specialist at Hyatt Hotels, where I managed guest inquiries and escalations effectively. My ability to assist customers with reservations and technical issues has been recognized through numerous positive escalations. I am passionate about delivering world-class customer service and continuously seek opportunities to enhance my skills and contribute to team success.
Experience
Work history, roles, and key accomplishments
Chat Care Specialist /Chat Mentor
Hyatt Hotels
Dec 2022 - Present (2 years 7 months)
Engaged with guests via chat to manage hotel reservations, including cancellations and modifications. Documented all inquiries, complaints, and actions taken, escalating unresolved issues to relevant departments. Mentored chat care agents and processed daily reports.
Resort & Luxury Specialist
Hyatt Hotels
Jul 2021 - Dec 2022 (1 year 5 months)
Assisted guests via phone with resort reservations, handling cancellations, modifications, and new bookings. Provided quotes and facilitated sign-ups for the World of Hyatt loyalty program.
Reservation Sales Specialist
Omni Hotels and Resorts
Nov 2019 - Jul 2021 (1 year 8 months)
Managed hotel reservations over the phone, assisting guests with cancellations, date changes, and new bookings. Provided quotes and enrolled guests in the loyalty program.
Chat Technical Support Advisor
Kelly Connect
Jan 2019 - Aug 2019 (7 months)
Provided technical support to customers via chat for various products and services. Documented interactions, resolved service complaints through diagnostics, and scheduled appointments.
Member Services Representative
Broadpath Healthcare
Aug 2018 - Present (6 years 11 months)
Assisted members via telephone with healthcare plan inquiries and complaints. Maintained detailed records of interactions and referred unresolved grievances to appropriate departments. Helped members locate healthcare providers.
Customer Service Representative
Telenetwork
Mar 2016 - Present (9 years 4 months)
Provided customer support over the phone, addressing product and service inquiries and complaints. Documented interactions, resolved technical issues, and promoted additional services.
Trusted Advisor/Support Floor Matrix
Teleperformance USA
Sep 2005 - Present (19 years 10 months)
Interacted with customers via phone and in person to provide product information, process orders, and handle complaints. Managed billing inquiries, collected payments, and resolved service issues through various actions. Supported customers via email and chat.
Education
Degrees, certifications, and relevant coursework
Dougherty Comprehensive High School
Diploma, General Studies
Completed high school education, earning a diploma. Focused on general studies to build a foundational knowledge base.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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