Experience

Guy Brown

• United States
• Business Supplies & Equipment
• 1 - 100 Employee

• Customer Service Representative

  • Sep 2023 - Present



Emerge Work@Home

• Electronic Data Interface Trainer

  • Aug 2015 - Jan 2022

  My current position will be ending on Jan 21st, 2022 Emerge/Itel BPO work@Home -Promoted to EDI Trainer Jan 2020-present where I trained 26 agents virtually to interpret policies/procedures and other complex situations for multi-million-dollar accounts without them having prior knowledge of the systems. Worked as an advocate for the entire EDI team in conjunction with supervisors and team leads. Administered coaching ops when needed and worked to report stats for the agents to ensure we… Show more My current position will be ending on Jan 21st, 2022 Emerge/Itel BPO work@Home -Promoted to EDI Trainer Jan 2020-present where I trained 26 agents virtually to interpret policies/procedures and other complex situations for multi-million-dollar accounts without them having prior knowledge of the systems. Worked as an advocate for the entire EDI team in conjunction with supervisors and team leads. Administered coaching ops when needed and worked to report stats for the agents to ensure we met service level agreement. Repeatedly found ways to streamline business with simple additions to our procedures, by cutting out redundancy procedures. By implementing a new restricted item override process, this helped us meet service level agreement by 8%. By implementing a new scripting for minimum order value, this decreased duplicate work by 48%. -Work at home customer service EDI agent August 2015-2020 for company Emerge/Itel -Position involves Electronic Data interface transmissions working back-office accounts to resolve any electronic transmission failures while working closely with internal departments to ensure client resolution. -Worked in unison with the internal credit liaison to ensure all archived credit rebills were issued correctly with the year-end budget accounting account clean up -Followed each account standard operating procedure and account specific restrictions while working with account managers to ensure account notes were updated per contractual agreements. Show less



OfficeDepot

• Expeditor Claims Specialist

  • May 2010 - Aug 2015

  United States Researched different shipment situations for the customers with follow-through to seek customer retention and satisfaction with data entry, order entry, claims resolutions, accounting credits and warehouse quality checks. Submitted FedEx claims, with follow through for the claim resolution. Served as an advocate for the customers shipping FedEx from our stores. To ensure claims were processed for resolution on the fist submission and to ensure approved claims were paid accordingly while… Show more Researched different shipment situations for the customers with follow-through to seek customer retention and satisfaction with data entry, order entry, claims resolutions, accounting credits and warehouse quality checks. Submitted FedEx claims, with follow through for the claim resolution. Served as an advocate for the customers shipping FedEx from our stores. To ensure claims were processed for resolution on the fist submission and to ensure approved claims were paid accordingly while working as loss prevention advocate with the store managers Served as an assistant to the team supervisor and assisted in training new hires. Show less



OfficeMax

• Retail
• 700 & Above Employee

• Expeditor/ Research Specialist

  • 2010 - 2015

• Expeditor/ Research Specialist

  • 2010 - 2015

• Expeditor/ Research Specialist

  • 2010 - 2015

• Expeditor/ Research Specialist

  • 2010 - 2015