Brittany Lane
Hamilton
Summary
Dynamic Customer Experience Agent with a proven track record at Lincare, excelling in complaint handling and performance tracking. Adept at upselling and conflict management, I enhanced customer satisfaction through effective communication and resolution strategies, consistently maintaining high service standards while fostering a collaborative team environment.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Experience Agent
Lincare
11.2024 - Current
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Documented customer interactions in internal database to maintain customer service history details.
- Investigated customer complaints and escalated issues to address critical requests
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
Property Operation Administrator
Vinebrook Homes LLC
03.2022 - 10.2024
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Maintained personnel records and updated internal databases to support document management.
- Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
- Managed office inventory levels, ensuring adequate supplies were available while minimizing waste and unnecessary spending.
- Supervised administrative support staff members, offering guidance, feedback, and mentorship that contributed to their professional growth and development.
- Established an organized filing system that streamlined document retrieval and reduced misplaced files.
- Served as a liaison between departments, fostering open communication channels that improved overall organizational function.
- Gathered, organized and input information into digital database.
Call Center Administrator
SmartPay
07.2019 - 01.2022
- Maintained open lines of communication with both agents and management, fostering an environment conducive to professional growth and development.
- Conducted regular audits of agent interactions, ensuring adherence to established guidelines for call handling etiquette.
- Boosted agent morale through recognition programs, cultivating a positive work environment that encouraged collaboration and camaraderie.
- Researched and answered customer work order status inquiries.
- Monitored system performance and responded to alerts.
Education
Associate of Applied Science - Business Management Technology
University of Cincinnati
Cincinnati, OH03-2026
High School Diploma -
Conner High School
Hebron, KY06-2008
Skills
- Upselling
- Team Training
- Complaint handling
- Performance tracking
- Call center experience
- Conflict management
- Database research
- CRM software
- Customer service
- Customer relationship management
- Billing adjustments and refunds
- Issue and complaint resolution
- Administrative and office support
Certification
State of Ohio Notary Public
Timeline
Customer Experience Agent
Lincare
11.2024 - Current
Property Operation Administrator
Vinebrook Homes LLC
03.2022 - 10.2024
Call Center Administrator
SmartPay
07.2019 - 01.2022
Associate of Applied Science - Business Management Technology
University of Cincinnati
High School Diploma -
Conner High School
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