Brittney Ervin
Customer Experience Agent
Phenix City
Summary
Accomplished Human Resources Manager and Customer Experience Agent with a proven track record at companies like OnStar, enhancing customer satisfaction and fostering positive workplace cultures. Skilled in Microsoft Office and exceptional communication, adept at conflict resolution and maintaining confidentiality. Demonstrated success in improving customer service metrics and employee relations, contributing significantly to organizational success.
Overview
4
4
years of professional experience
Work History
Customer Experience Agent
OnStar
02.2022 - 11.2024
- Consistently met or exceeded team targets for customer satisfaction ratings and call handling times, contributing to the overall success of the department.
- Handled challenging situations with empathy and patience, demonstrating a commitment to customer satisfaction at all times.
- Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
- Served as a liaison between customers and internal departments, facilitating communication to resolve issues promptly.
Human Resources Manager
ATC Services
05.2021 - 08.2024
- Managed employee relations issues professionally, resolving conflicts efficiently while maintaining confidentiality at all times.
- Managed payroll functions to ensure timely and accurate compensation for all employees.
- Oversaw onboarding processes, providing new hires with a smooth transition into the organization and setting them up for success.
- Assisted in the preparation of budgets for various departments within the organization by tracking expenses closely against projected spending targets.
- Improved workplace culture through the development of diversity and inclusion initiatives, fostering a positive work environment for all employees.
Healthcare Customer Service Representative
Anthem
01.2022 - 02.2023
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Bachelor of Science - Business Administration
Southern New Hampshire University
Hooksett, NH 05.2001 -
High School Diploma -
Hardaway High School
Columbus, GA 05.2001 -
Skills
Call center experience
Complaint handling
Microsoft office
Customer relations
Excellent communication
Calm under pressure
Data entry
Customer service
Computer skills
Full work from home office with motivational setting.
I have created a full work from home office , with all essentials needed to be successful at work.
Timeline
Customer Experience Agent
OnStar
02.2022 - 11.2024
Healthcare Customer Service Representative
Anthem
01.2022 - 02.2023
Human Resources Manager
ATC Services
05.2021 - 08.2024
Bachelor of Science - Business Administration
Southern New Hampshire University
05.2001 -
High School Diploma -
Hardaway High School
05.2001 -
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