Abigail Brown
Brunswick,OH
Summary
At Signet Jewelers, I have excelled in my role as a Service Agent, Peer Coach/Trainer, and Resolution Specialist. I am passionate about customer satisfaction, finding innovative solutions, and building meaningful connections with both our customers and our team.
I specialize in written communication, active listening, and strategy. I am highly capable, driven, and detail-oriented. I am committed to providing the best possible customer service and coaching to Signet's team. I have a consistent record throughout my professional career of advancement in leadership and professional growth.
I am an empathetic and creative individual, and strive to better myself with every step I take. I have consistently exceeded expectations in my role for several years. I am committed to demonstrating my unwavering commitment to deliver incredible service for Signet's customers and team.
Overview
6
6
years of professional experience
Work History
Peer Coach/Trainer
Signet Jewelers Inc.
Akron, OH
11.2020 - Current
- Provide one-on-one guidance and coaching, successfully helping agents identify and overcome personal barriers by actively listening and applying coaching tactics based on their individual learning style.
- Cross-Trained agents on multiple Banners. Assisted with new-hire training and equipment set up, and selection for service chat permanent employees.
- Provides support for leadership on a day-to-day basis. Assist leadership answering agent questions on policies, changes, supervisor take-overs requested by customers.
- Demonstrates a willingness to share information with agents to further their personal growth, confidence, and understanding on policies, procedures, and strategies.
- Increased awareness of available resources within the company by connecting agents with relevant tools or support when needed.
- Contributed to the continuous improvement of growth on the team by sharing best practices with colleagues and participating in professional development opportunities.
- Empowered agents to take ownership of their personal growth journey by teaching self-monitoring techniques and accountability measures.
- Frequently provided coaching on day-to-day procedures, policies, and communication skills. Inspired creativity amongst agents to find innovative solutions and empathetic word choices during customer interactions.
- Exceeded quantitative metrics on Customer Satisfaction, repeat chat volume, and Quality Assurance. Consistently maintained an average 98% yearly score on QA reports for the past 3 years. Maintains an average 4.79 CSAT score through meaningful customer interactions.
- Quickly triage incoming chats across multiple brands, escalated chats, and coaching questions while maintaining an average 15 second first response time and 58 second average response time.
- Maintained knowledge of evolving product offerings, and improves customer experience by providing information that is both accurate and in relation to the customers core values.
- Maintains up to date customer records by updating the customers profiles in Signet systems. Ensuring that information, concerns, and inquiries are documented for each customer, ensuring consistency in service delivery.
- Assist customers with order inquiries, issues, and concerns. Developed strong knowledge and confidence handling repair and merchandise issues. Applied various techniques to diverse chats to de-escalate, and improve a customers experience and overall opinion of the service offered.
- Continued training throughout 4 year career on product offerings, policy changes, expectations, etc.
Master Scheduler
Gerber Collision And Glass
Brunswick, OH
10.2018 - 10.2020
- Assisted customers from start to finish with repair intake, insurance coverage, rental coverage, and rental reservations.
- Demonstrated excellent customer service skills in person, over phone, and written communication while managing incoming paperwork, vehicles, and estimates.
- Resolved customer concerns and complaints in a professional and timely manner, while maintaining a friendly and helpful attitude, even under challenging conditions.
- Organize daily repair schedules and deadlines for repair technicians. Explaining in depth the expectations and timeframe required by the customer and or insurance company.
- Provided technical support to staff in office and in our shop, troubleshooting computer and technical issues related to our systems.
- Organize spreadsheets to record balances owed by insurance companies. When I was hired, we were owned $250,000 in unpaid insurance work due to estimates being submitted improperly. I was able to completely eliminate that unpaid debt by gathering the necessary invoices, statements, and other required paperwork to pay the balances.
Education
High School Diploma -
Strongsville High Scrool
Strongsville, OH06.2011
Skills
- Active Learning
- Self-awareness
- Auspicious
- Empathy Development
- Clever
- Imaginative
- Innovative
- Credibility
- Responsible
- Conflict Resolution
- Mentoring
- Lean Thinking
Content Creator
Outside of work, I enjoy recording gaming videos, editing videos, and networking on social media. I currently run a successful TikTok page for my Call Of Duty Mobile fans. I started in December of 2023, and have amassed just under 2,000 followers and 3,500 likes across 18 countries.
Timeline
Peer Coach/Trainer
Signet Jewelers Inc.
11.2020 - Current
Master Scheduler
Gerber Collision And Glass
10.2018 - 10.2020
High School Diploma -
Strongsville High Scrool