Loreal Brown

About Loreal Brown

Experienced Customer support advocate with a demonstrated history of working in the…

Experience

1. Senior Customer Service Advisor

   LRQA

   Jul 2022 — Present · US

   Responsible for ensuring a positive customer journey by providing specialistrelationship management support as a named advisor, from planning tocertification production through to invoice.Prioritise, plan and ensure completion of customer activity from planning tocertification production through to invoice, in line with or ahead of agreedbusiness SLAs (ensuring that utilisation for FTE colleagues vs subcontractorsis optimised and that travel time, assessor competencies/ activity codes,usage of subcontractors are taken into account).Take responsibility to ensure effective and timely invoicing of accountsensuring that BOS is updated with the right notes and purchase order./Liaise with the invoicing team to ensure effective and timely invoicing ofaccounts.Work collaboratively across all SDS teams, escalating tasks as required. Takeownership for resolving customer queries escalated from other SDS teams.Demonstrate exceptionally strong client facing capabilities and behaviourswith a keen focus on customer service quality.Champion customer needs and manage/ anticipate customer complaints tosupport a positive experience.Proactively support the promotion of the portal by engaging with customersto ensure that they can use all aspects of the tool. Escalate operationalissues as appropriate.Responsible for the accuracy and completeness of data in BA & IS systems (inline with internal procedures, contractual requirements, cost structures andbudget constraints) within or ahead of agreed SLAs to support smoothdelivery of resource and invoicing.Build and maintain excellent relationships through proactivecommunication and action, ensuring contractual requirements andcustomer expectations are understood and refer opportunities for newbusiness as appropriate.Proactively respond to queries within or ahead of agreed SLAs and escalateservice delivery issues as appropriate to the relevant manager.

Education

• Houston City College

  Associate of Science - AS, Biology/Biological Sciences, Histology Tech

  2019 — 2022

• Texas School of Business-North

  Accounting

  2004 — 2005

Skills

• Process Improvement
• Accounting
• Tax Preparation
• Time Management
• Customer Service
• Medicare Part D
• Invoicing
• Microsoft Excel
• Call Centers
• Outlook
• Microsoft Office
• Sales
• Employee Relations
• Retirement
• Health Insurance
• Payroll
• Tax
• Employee Benefits
• Human Resources
• Peoplesoft
• Life Insurance
• Medicare
• Call Center
• Access
• Data Entry
• Customer Satisfaction
• Accounts Receivable
• Insurance
• Benefits Administration
• Accounts Payable