Brianna Barnes
Midvale,UT
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
8
8
years of professional experience
Work History
Customer Service Email Specialist
1-800 Contacts
Draper, Utah
08.2016 - 05.2024
- Responded to customer inquiries via email in a timely manner.
- Composed and sent out personalized emails to customers regarding their orders.
- Researched customer complaints and provided solutions or resolutions.
- Provided technical support and troubleshooting assistance to customers via email.
- Collaborated with team members to ensure outstanding customer experience.
- Escalated unresolved issues to appropriate departments for further investigation.
- Generated automated responses using templates when applicable.
- 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.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Strengthened customer retention by offering discount options.
MMS Customer Support Representative
1-800 Contacts
Draper, Utah
08.2016 - 05.2024
- Resolved customer inquiries in a timely manner.
- Assisted customers with product information, pricing, billing, and troubleshooting.
- Maintained an up-to-date knowledge of products and services offered by the company.
- Followed established policies and procedures while providing excellent customer service.
- Verified accuracy of orders prior to shipment or delivery.
- Responded promptly to complaints or requests from customers.
- Collaborated with other departments to resolve customer issues quickly.
- Upheld high standards of customer services by responding to inquiries, needs and problems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Chat Support Representative
1-800 Contacts
Draper, UT
08.2016 - 05.2024
- Answered customer inquiries regarding product features, pricing plans and orders.
- Assisted customers in navigating website and troubleshooting issues with products or services.
- Resolved customer complaints in a timely manner while maintaining a positive attitude.
- Maintained up-to-date knowledge of company's products, services, and policies.
- Followed established protocols for escalation of unresolved customer issues to appropriate personnel.
- Identified potential opportunities to improve customer experience by suggesting additional products or services.
- Suggested alternative solutions when unable to resolve the issue at hand.
- Reported any potential problems or bugs encountered while providing support.
- 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.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
Customer Service Phone Representative
1-800 Contacts
Draper, UT
08.2016 - 05.2024
- Answered incoming customer calls regarding service inquiries, complaints, billing questions and general product information.
- Provided customers with product and service information, answered inquiries and resolved customer complaints in a timely manner.
- Assisted customers in navigating website to locate desired products and services.
- Followed up on customer inquiries not immediately resolved.
- Greeted customers warmly and ascertain problem or reason for calling.
- Identified, researched and resolved customer issues using the computer system.
- Educated customers on product features and benefits ensuring understanding of services offered by company.
- Recognized potential opportunities to up-sell products or services to meet customer's needs.
- Explained policies clearly to customers when necessary.
- Participated in team meetings discussing best practices for handling difficult calls.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Offered resolutions to de-escalate calls and solve customer issues.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
High School Diploma -
Hillcrest High School
Midvale, UT06-2013
Skills
- Empathy Display
- Upselling strategies
- Account Management
- Team building
- Written Communication
- Self Motivation
- Problem-solving abilities
- Multitasking
- Problem-Solving
- Sales and Upselling
Timeline
Customer Service Email Specialist
1-800 Contacts
08.2016 - 05.2024
MMS Customer Support Representative
1-800 Contacts
08.2016 - 05.2024
Chat Support Representative
1-800 Contacts
08.2016 - 05.2024
Customer Service Phone Representative
1-800 Contacts
08.2016 - 05.2024
High School Diploma -
Hillcrest High School
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