Brittany Cantu
Houston,TX
Summary
I have achieved excellence in my professions within my 10 years of experience and dedicated to drive the business with positive results. I plan to use my knowledge and skills to build and maintain business relationships, create positive growth, and develop a team of customer satisfaction
Overview
12
12
years of professional experience
Work History
Customer Experience Guide
DriveTime Used Cars
Houston, TX
10.2021 - Current
- Communicated with customers via phone, email and online chats.
- Built sustainable relationships and trust with customer accounts through open interactive communication.
- Handled customer complaints courteously using appropriate techniques, problem-solving skills and follow-up logs.
- Collected customer feedback and recorded into system, sharing key details with appropriate departments and team members.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Supported sales team members to drive growth and development.
- Reflected team performance in areas such as safety, efficiency, work order completion, customer satisfaction, and issue resolution.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Answered inbound customer calls and responded to inquiries.
- Listened to client concerns and asked questions to better understand needs.
- Documented customer information and activity in customer database.
- Coordinated with management to maintain knowledge of policies and new offerings.
- Maintained composure and patience in dealing with aggressive customers.
- Retained high level of knowledge of company's products and services to deliver information on complementary offerings and increase cross-selling.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Delivered step-by-step instructions to clients on navigating system and explained self-service options.
- Refined and demonstrated excellent listening skills by asking probing questions and overcoming objections.
- Met or exceeded sales goals by consistently promoting relevant items to callers.
- Documented customer correspondence in CRM to track requests, problems and solutions.
Store Manager
AutoZone
Houston, TX
06.2013 - 10.2021
- Recruiting/ hiring the right candidates (diversity, bilingual, experience, etc.)
- Building a successful schedule to plan the week ahead (if you fail to plan then you are planning to quit)
- Utilizing key performance indicators (KPIs)
- Coaching salesmanship techniques to achieve positive comps and sales targets
- Role playing customer satisfaction to gain a customer for life
- Developing team members to be placed on a succession plan
- Utilizing the RF Scanner for proper inventory management
- Following up with DIY customers on any flagged returns
- Performing store audits periodically
- Performing 50 sales calls and visits weekly
- Building relationships with commercial clientele with national sales accounts being top priority (Firestone, Christian Brothers, etc.)
- Seeking and setting up new accounts to gaining commitment of their business
- Utilization of CRM software
- Following up with the branch and COM teams
Education
High School Diploma -
Sam Houston High School
Houston, TX06.2013
Skills
- Call Control
- Team Training
- Business Development
- Understanding Customer Needs
- Sales Closing
- Able to Operate Under Pressure
- Ability to Multitask
- Ability to Work in a Team
- Account Management
- Active Listening
- Adaptability
- Attention to Detail
- Branding
- B2B Sales
- Communication and Negotiation
- Conflict Resolution
- Creativity
- Critical thinking and problem
- Solving
- CRM Software
- Customer Service
- Data Analysis
- Decision Making
- E-commerce
- Effective Time Management
- Employee Recruitment &
- Retention
- Employee Training
- Flexibility and Adaptability
- Hard Working
- Drawing out maps/ surveys for sign placements and locations
- Preparing city/ state permits
- Purchasing/ delivering materials to job sites
- Filing all emails and records
- Recruiting potential team members
- Hiring the perfect candidates
- Tracking development for new team management
- Verbal and Written Communication
- Team Training
- Understanding Customer Needs
- Sales Closing
- High-Energy Attitude
- Product Knowledge
- De-Escalation Techniques
- Call Center Operations
- Teamwork and Collaboration
- Work Prioritization
- Sales Expertise
- Remote Office Availability
- Sales and Upselling
- Call Volume and Quality Metrics
- Inbound and Outbound Calling
- Call Documentation
Accomplishments
- President's Club 2018
- President's Club 2020
- 2 Million Dollar Club 2021
Timeline
Customer Experience Guide
DriveTime Used Cars
10.2021 - Current
Store Manager
AutoZone
06.2013 - 10.2021
High School Diploma -
Sam Houston High School