Bridaya Powell

Dependable and customer-focused Customer Service professional with 6+ years of experience in high-volume call center environments providing exceptional customer support, resolving issues, processing orders, and managing customer accounts. Experienced handling 200+ inbound calls while also managing outbound communications, email correspondence, service tickets, and follow-ups with customers, branches, and field technicians. Proficient with multiple CRM and service management systems, including Salesforce, Five9, Verisae, and Corrigo, with strong experience documenting customer interactions, tracking service requests, processing orders, and maintaining accurate records.

Skilled in order tracking, warranty support, problem resolution, billing assistance, and communicating updates to customers, including helping them track their favorite holiday products and special orders. Known for professionalism, accuracy, multitasking, and delivering excellent customer service in fast-paced environments.

Customer Engagement Specialist - Panasonic - Remote

(2023-01 - 2026-07)

• Managed 200+ inbound customer calls in a high-volume contact center environment using the Five9 phone system, providing professional support, troubleshooting, order assistance, and timely resolution of customer concerns.
• Handled outbound customer communications regarding warranty orders, service requests, order status, delayed shipments, and required follow-up.
• Utilized Salesforce CRM to document customer interactions, update account information, track service requests, and maintain accurate customer and transaction records.
• Utilized Verisae to create, monitor, and update service work orders while coordinating service needs with branches, technicians, and internal departments.
• Communicated with branches and field technicians via email to coordinate warranty service, provide order updates, obtain status information, and expedite outstanding service requests.
• Monitored, expedited, and followed up on order changes, specialty orders, delayed shipments, and warranty parts, ensuring timely completion and customer satisfaction.
• Researched customer and order information, identified service issues and recurring trends, and communicated findings and recommended process improvements to leadership.
• Processed invoices, billing adjustments, credit requests, and account corrections while ensuring required documentation and company procedures were followed.
• Collaborated with billing and internal departments to ensure accurate and timely adjustments, credits, and resolution of customer account issues.
• Maintained the integrity and accuracy of customer records, transaction data, warranty information, and parts ordering/tracking systems.
• Coordinated with Parts Representatives and internal teams to monitor orders through the shipment and fulfillment process and communicate delivery updates to customers.
• Used Oracle/Parts ordering systems to capture customer information, generate proposals, monitor orders, and support warranty parts processing.
• Identified problems and trends through customer follow-up contacts and provided feedback and potential resolutions to leadership to improve customer experience and operational efficiency.
• Consistently met or exceeded performance expectations for customer service quality, response time, productivity, order accuracy, and payment collections.

Remote Customer Service Represe - Global Call Center Solutions - GA, Columbus

(2018-01 - 2022-12)

• Assisted customers with account questions, service concerns, billing inquiries, and general support needs through multiple communication channels.
• Provided customer support through chat, email, and electronic communication, maintaining professional and clear written responses.
• Researched customer concerns and account information to determine appropriate solutions.
• Documented customer interactions, account updates, and resolutions accurately in internal systems.
• Managed multiple customer requests while maintaining productivity, accuracy, and quality standards.
• Used CRM and computer systems to review account information and update customer records.
• Followed company procedures and privacy requirements when handling customer information.
• Escalated complex issues appropriately while attempting to resolve routine concerns independently.
• Maintained professional communication with customers while working in a fast-paced remote environment.

Spencer High School (2013-05) Columbus, Georgia