Anna Hurtt
Somerset,KY
Summary
Highly accomplished and results-driven Customer Experience expert with a proven track record of delivering exceptional customer experiences. Equipped with strong communication and interpersonal skills, coupled with a deep understanding of customer needs and expectations. Demonstrated ability to effectively resolve complex issues and and provide timely solutions while maintaining a positive attitude. Adept at building rapport with customers and providing guidance and support to ensure their satisfaction. Skilled in managing teams and leading by example, driving performance, and fostering a collaborative work environment. Committed to delivering excellent service and exceeding customer expectations.
Overview
7
7
years of professional experience
Work History
Senior Customer Service/Customer Experience Associate
Drizly
01.2021 - Current
- Handled upwards of 300 contacts a week varied between phone and email contacts
- Monitored social media platforms for potential client issues or inquiries then addressed them proactively resulting in positive online reputation management.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Resolved complex issues through diligent research, collaboration with colleagues across departments, and implementation of creative solutions.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Mitigated risk and recovered spending by closing over 200 accounts abusing platform policies and services
- Serve as liaison between retail partners and third-party sources to settle over 100 financial disputes weekly, as well as other account and order inquiries
Senior Customer Service Advisor/Customer Service Advisor
Blackboard
01.2017 - 01.2021
- Oversaw activities of 20 advisors and facilitating effective onboarding of more than 15 new staff members
- Responded to over 100 inbound inquiries and provided information surrounding various service offerings
- Ran daily and weekly reports on my team's performance, analyzing the data to identify trends and create plans for improvement
- Collaborated with on-campus departments to ensure students receive appropriate assistance related to financial aid and registration
- Led a new team into the overnight shift by setting key performance indicators and process policies
- Awarded Top Advisor for contributions in leadership and the development of several training guides.
- Assisted management in establishing goals for the department based on historical data analysis and projected growth trends.
Education
Associates in Business Administration -
Somerset Community College
Somerset, KY06.2021
Skills
- Social Media Monitoring
- CRM Software
- Time Management
- Quality Assurance
- Problem Solving
- Performance Metrics
- Effective Communication
- Active Listening
- Adaptability
- Account Management
- Work Prioritization
- Complaint Resolution
Timeline
Senior Customer Service/Customer Experience Associate
Drizly
01.2021 - Current
Senior Customer Service Advisor/Customer Service Advisor
Blackboard
01.2017 - 01.2021
Associates in Business Administration -
Somerset Community College
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