Casey Brydone

Casey Brydone -/- OBJECTIVE: Seeking a dynamic and challenging position where I can leverage my skills and abilities to make a positive and impactful contribution towards the achievement of organizational objectives. AREAS OF EXPERTISE: Office Management: Proficient in overseeing and coordinating various administrative tasks, ensuring smooth operations and efficient workflow within the office. Secretarial Support: Skilled in providing comprehensive secretarial support, including managing correspondence, scheduling appointments, and organizing meetings. Customer Relationship Management: Skilled in building and maintaining positive relationships with customers, ensuring their satisfaction and loyalty. Problem Resolution: Proficient in identifying and resolving customer issues, providing effective solutions in a timely and professional manner. Communication Skills: Excellent verbal and written communication skills, enabling clear and effective communication with customers to address their needs and concerns. Conflict Resolution: Experienced in handling challenging situations and diffusing customer conflicts, maintaining a calm and empathetic approach to find mutually beneficial resolutions. Product Knowledge: Deep understanding of products or services, allowing for accurate and detailed explanations to customers and assisting them in making informed purchasing decisions. Upselling and Cross-Selling: Adept at identifying opportunities to upsell or cross-sell products and services, maximizing revenue and enhancing the customer experience. Customer Feedback Analysis: Proficient in collecting and analyzing customer feedback to identify trends, areas for improvement, and opportunities for enhancing the customer experience. Team Collaboration: Skilled in working collaboratively with cross-functional teams to ensure seamless customer service delivery and optimize overall customer satisfaction. Multitasking and Time Management: Strong ability to prioritize tasks, manage multiple customer inquiries simultaneously, and meet deadlines while maintaining a high level of service quality. Adaptability and Resilience: Demonstrated ability to adapt to changing customer needs, handle high-pressure situations, and maintain composure in fast-paced and demanding customer service environments. WORKING EXPERIENCE: Miracle Brand LLC (Jan 2023- Present) Customer Service Specialist Responsibilities Include Handling customer inquiries and providing timely and accurate responses through various channels, such as phone, email, live chat, or social media platforms. Assisting customers with order placement, order tracking, shipping updates, and resolving any issues related to orders, such as delays, cancellations, or returns. Developing a deep understanding of the company's products or services to provide accurate information, answer product-related questions, and make recommendations based on customer needs. Identifying and resolving customer complaints or technical issues related to shopify, website navigation, payment processing, or other online functionalities. Using critical thinking skills to analyze customer problems or concerns and finding effective solutions that meet both the customer's needs and the company's policies. Documenting customer interactions, inquiries, and resolutions accurately and comprehensively in the customer relationship management (CRM) system or other tracking tools. Identifying opportunities to suggest additional products or services that complement the customer's purchase or meet their specific needs, thus increasing sales and customer satisfaction. Managing the return process, ensuring adherence to company policies, processing refunds, and addressing any concerns or inquiries related to returns or refunds. Gathering customer feedback, conducting customer satisfaction surveys, and proactively seeking opportunities to improve the customer experience based on customer insights. Coordinating and collaborating with various internal teams such as logistics, warehouse, marketing, and product development to address customer issues, relay feedback, and provide a seamless customer experience. Striving to ensure high levels of customer satisfaction and retention by delivering excellent service, addressing concerns promptly, and building strong customer relationships. British High Commission (Aug 2017 – Jun 2023) Security Liaison Officer Responsibilities Included: Coordinate with internal and external partners to establish appropriate security measures for deployments outside Islamabad. Accompany staff during official visits both outside Islamabad and selected locations within the city. Communicate and cooperate with local law enforcement and intelligence agencies present at venues and meetings. Ensure strict adherence to BHC standing operating procedures (SOPs) and prevent any violations of security policies and procedures by staff. Provide comprehensive security briefings to all personnel and drivers prior to official visits, covering threats, equipment, and necessary actions. Conduct liaison visits to various areas in Pakistan, gathering information and preparing briefing reports on key aspects of each location. Make necessary decisions to ensure the safety and security of official staff within the scope of liaison duties. Prepare detailed reports summarizing the outcomes of each visit. Collect daily news updates from local sources and share relevant information with the OSM, SSM, and Risk Analyst. Accompany the consular team and offer assistance in consular cases. Perform assigned tasks as instructed by the OSM/SSM. British High Commission (Oct 2014 - Aug 2017) Communications Officer Responsibilities Included: Manage and operate the main switchboard to ensure courteous and prompt handling of all incoming calls, effectively directing them to the appropriate departments. Efficiently locate addresses and contact numbers of various government offices, officers, NGOs, and other relevant organizations. Give priority to taking important messages promptly and ensure there are no delays in relaying them. Maintain a daily record of outgoing mail sent through TCS and DHL courier services. Arrange for Radio-Cabs when needed by both UK-based and local staff, coordinating with the front gate security supervisor and police to facilitate their clearances. Handle and facilitate the processing of diplomatic mail and bags to and from the Post Office, maintaining accurate records of all diplomatic bags. Additionally, receive and document all incoming mail from the post room in the mail log books. Sort unmarked post or mail and appropriately distribute them to the relevant sections or individuals. Operate the post room scanner to scan incoming mail efficiently. Ensure the Reception-related lists and databases are regularly updated and maintained, while also being ready to undertake any additional tasks assigned by the Line Manager. Tecna Corporation (May-Aug 2013) Secretary to CEO Responsibilities Included: Plan the daily schedule, meetings, and travel arrangements for the CEO. Handle correspondence with vendors and clients. Prepare important documents relevant to business operations. Maintain and update a database of incoming and outgoing mails, faxes, and other communications. Organize and manage financial records, including payroll, deposits, payments, and bank accounts. Generate spreadsheets for monthly financial reports. Manage petty cash for office expenses. Establish and maintain efficient office systems. Order and keep track of stationery and equipment inventory. Recruit, train, and supervise junior staff, assigning tasks as needed. Perform photocopying and printing tasks for various documents. Korean Embassy-) Telephone Operator/ Admin Assistant Responsibilities Included: Professionally and promptly answer and redirect phone calls. Communicate courteously with visitors and callers, providing assistance as needed. Ensure the reception area is well-organized and visually appealing. Manage conference room schedules and coordinate meetings. Receive, screen, categorize, and distribute incoming and outgoing mail. Assist in meeting preparation, material distribution, and coffee arrangements. Support with administrative and secretarial tasks during peak periods. Perform clerical duties such as typing, mail sorting, updating contact lists, and other assigned tasks. Maintain inventory records and reference files on various subjects. Handle correspondence related to activities of different EHA programs. Arrange local purchases and manage petty cash disbursements. Schedule appointments for meetings, delegations, and staff, as well as greet visitors and provide comprehensive conference services. Place and screen telephone calls, respond to routine inquiries, and assist with travel arrangements. Assist the Administrative office in coordinating project transport and making logistical arrangements for official movements in project areas. Fulfill general administrative responsibilities and supervise office maintenance and security activities. UFone Telecommunication (Feb. 2008 – Jan 2009) Telephone Operator/Admin Assistant Responsibilities included: Respond to customer inquiries, utilizing directories and databases to provide accurate information. Provide special assistance to individuals in emergency situations or those unable to dial. Operate telephone switchboards and systems to connect calls, including local, long distance, payphone, mobile, person-to-person, and emergency calls. Assist customers with special billing requests and calculate charges for services like long-distance connections. Maintain a daily log of outgoing official and personal telephone calls for billing purposes. Offer secretarial and protocol services to the Executive office, duty officers, and senior officials during non-working hours. Perform clerical tasks such as typing, mail sorting, updating contact lists, and other assigned duties. Maintain inventory records and reference files on various subjects. Handle correspondence related to activities of different EHA programs. Arrange local purchases and manage petty cash disbursements. Schedule appointments for meetings, delegations, and staff, greet visitors, and provide comprehensive conference services. Screen and place telephone calls, assist with routine inquiries, and aid in travel arrangements. Support the Administrative office in coordinating project transport and making logistical arrangements for official movements in project areas. Fulfill general administrative responsibilities and supervise activities related to office maintenance and security. Australian High Commission (July 2005 – Jan 2006) Receptionist / Telephone Operator Responsibilities included: Respond to phone calls promptly and professionally, redirecting them as needed. Facilitate courteous communication with visitors and callers. Ensure the reception area is professionally and aesthetically maintained. Manage conference room schedules and coordinate meetings. Receive, screen, categorize, and distribute incoming and outgoing mail. Assist in meeting preparation, material distribution, and coffee arrangements. Provide support with administrative and secretarial tasks during busy periods. Touchstone Communications (Oct 2002 – Nov 2003) Call Support Representative Responsibilities included: Make calls to individuals in America to assist them with loan repayment. Offer lower interest rates on mortgages. Consolidate bills for customers. Provide excellent customer service through phone interactions. EDUCATION: Higher Secondary School Certificate (2005) COMPUTER SKILLS: Familiar with commonly used operating systems such as Windows, macOS, or Linux, including navigating file directories, managing files and folders, and performing basic system tasks. Ability to use email clients (such as Microsoft Outlook, Gmail, or Thunderbird) to compose, send, receive, and manage emails. This includes organizing folders, using email filters, and attaching files. Experience in using CRM software, like Salesforce, Zoho CRM, or HubSpot, to access and update customer records, track interactions, and manage customer information effectively. Knowledge of call center software systems, such as Automatic Call Distribution (ACD) systems, Interactive Voice Response (IVR) systems, and Computer Telephony Integration (CTI) tools, to handle incoming and outgoing calls efficiently. Familiar with live chat platforms (e.g., LiveChat, Intercom) and help desk software (e.g., Zendesk, Freshdesk, Gorgias) to engage with customers through real-time chat and effectively manage support tickets and inquiries. Proficient in conducting online research using search engines and navigating websites to find information relevant to customer queries or issues. Competence in using productivity tools like Microsoft Word for document creation and editing, Excel for data management and analysis, and PowerPoint for creating presentations. Understanding of social media platforms (e.g., Facebook, Twitter, LinkedIn) to engage with customers, respond to inquiries or complaints, and provide support through social media channels. Basic troubleshooting abilities to diagnose and resolve common computer-related issues that customers may encounter while accessing online services or using self-service tools. Proficiency in multitasking between various applications, windows, and tabs. Knowledge of keyboard shortcuts can help enhance productivity and improve response times. ADDITIONAL SKILLS: Positive attitude and ability to work effectively both independently and within a team. Strong problem-solving and conflict resolution abilities. Excellent verbal and written communication skills. Ability to multitask and prioritize tasks in a fast-paced environment. Proficient in using CRM software and other customer service tools. REFERENCES: Available upon request.