Britani Peacock
Salt Lake City,UT
Summary
Customer-focused professional with a strong background in customer support and case management, combined with expertise as a Social Media Team Lead. Skilled at resolving complex customer issues, building trust, and creating positive brand experiences across both direct support channels and digital platforms.
Known for blending service-oriented problem-solving with strategic social media management—driving engagement through thoughtful content planning, community-focused storytelling, and responsive interactions. Adept at cross-team collaboration and leveraging tools like Agorapulse to optimize communication and customer satisfaction.
Reliable, adaptable, and passionate about delivering meaningful customer experiences while aligning social media strategies with brand and community goals.
Overview
2020
2020
years of professional experience
Work History
Social Media Team Lead
Byte
2022 - 2025
- Oversee all social media channels
- Use market research to identify emerging trends, customer needs, and competitor strategies.
- Assist with ideating content for TikTok and paid ads
- Monitor and respond to brand reviews
- Manage the social media team and assist with any concerns regarding brand social channels
- Developed and executed social media strategies to enhance brand awareness across multiple platforms.
- Led team in creating engaging content tailored to target audience preferences and trends.
- Analyzed performance metrics to refine campaigns and improve audience engagement rates.
- Collaborated with cross-functional teams to align social media initiatives with overall marketing objectives.
- Mentored junior team members, fostering skill development and enhancing overall team performance.
- Implemented best practices for community management, addressing customer inquiries and feedback promptly.
- Monitored emerging trends in social media tools, platforms, and best practices; educating the team accordingly.
Customer Experience Agent
Byte
2020 - 2022
- Assisted customers with inquiries, ensuring prompt and accurate responses to enhance satisfaction.
- Adapted quickly to new systems and processes, improving efficiency in customer service operations.
- Collaborated with team members to resolve complex issues, fostering a supportive environment for problem-solving.
- Maintained detailed documentation of customer interactions, contributing to improved tracking and follow-up processes.
- Executed daily tasks effectively, consistently meeting quality standards in customer communications.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Trained new customer service agents on policies and procedures to support favorable customer experiences.
- Documented customer interactions in internal database to maintain customer service history details.
- Investigated customer complaints and escalated issues to address critical requests.
Customer Support Specialist
Equitable Life and Casualty
2018 - 01.2020
- Assisted customers with policy inquiries and claims processing, ensuring clarity and satisfaction.
- Maintained accurate records of customer interactions to streamline service operations.
- Utilized customer relationship management software to track and manage client accounts efficiently.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed customer accounts using CRM software to ensure accurate information and timely updates.
- Handled escalated issues with professionalism, ensuring customer satisfaction and retention.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with team members to streamline support processes and enhance communication channels.
School Age Teacher
Kid Care Co.
01.2014 - 01.2019
- Helped develop healthy social skills that can be implemented through life as they grow
- Created a safe and secure environment for all the children while their parents worked
- Facilitated group activities promoting teamwork and cooperation among students.
- Collaborated with parents to address concerns and foster positive communication about child development.
- Developed engaging lesson plans to enhance children's social and emotional skills.
- Organized educational outings, enhancing experiential learning opportunities outside the classroom.
- Assisted in training new staff members on curriculum delivery and classroom management techniques.
Case Manager
Convergys
2016 - 2018
- Coordinated care plans to address client needs and improve service delivery.
- Assessed client eligibility for programs, ensuring compliance with regulatory requirements.
- Collaborated with automotive service departments to facilitate access to resources and services.
- Conducted regular follow-ups to monitor progress and adjust interventions as necessary.
- Streamlined documentation processes, enhancing accuracy and reducing turnaround times for case reviews.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
Education
High School Diploma -
Jordan High School
Sandy, UT2012
Skills
- Social Media Management
- Cross-team Collaboration
- Content Development
- Social Media Strategy
- Content Strategy
- Problem Solving
- Product Launch
- Employee training
- Community engagement
- Crisis management
- Event promotion
- Influencer collaboration
LANGUAGES
English
Timeline
School Age Teacher
Kid Care Co.
01.2014 - 01.2019
Social Media Team Lead
Byte
2022 - 2025
Customer Experience Agent
Byte
2020 - 2022
Customer Support Specialist
Equitable Life and Casualty
2018 - 01.2020
Case Manager
Convergys
2016 - 2018
High School Diploma -
Jordan High School
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