Summary
Overview
Work History
Education
Skills
Additional Education
Timeline
Generic

BRITNEE POLK

Killeen,Texas

Summary

Dedicated and customer-focused professional with extensive experience in team leadership and guest relations. Proven track record of managing high-volume interactions, resolving complex issues, and enhancing customer satisfaction. Adept at utilizing CRM software and proficient in Microsoft Office Suite. My goal as a Guest Relations Representative at Dave and Buster's is to leverage my leadership skills and customer service expertise to create exceptional guest experiences, foster a positive and engaging environment, and contribute to the overall success and reputation of the establishment.

Overview

8
8
years of professional experience

Work History

Customer Service Representative

Arise
11.2023 - 02.2024
  • Assisted customers with order placement, product inquiries, and issue resolution via phone, email, and chat
  • Utilized CRM software to track interactions, ensuring efficient service delivery
  • Upheld a professional demeanor, adhering to company policies and procedures
  • Proactively identified opportunities for process improvement and enhanced customer experiences.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Customer Service Supervisor

Teleperformance
06.2021 - 08.2022
  • Supervised a team of customer service representatives, providing guidance and support to ensure high performance
  • Provided multi-channel customer support (chat, email, phone), consistently exceeding response time goals
  • Demonstrated exceptional problem-solving skills, resulting in a 20% reduction in customer complaints
  • Offered advanced technical support and troubleshooting for complex issues, achieving a 90% first-call resolution rate
  • Collaborated with team members to improve support capabilities and knowledge sharing, enhancing overall team performance.
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Coached employees through day-to-day work and complex problems.

Customer Service Supervisor

GC Services
12.2019 - 11.2020
  • Supervised a team of customer service representatives, ensuring adherence to company policies and high service standards
  • Assisted customers with inquiries, resolved issues, and processed orders, maintaining positive interactions
  • Used CRM software for efficient tracking and management of customer interactions
  • Identified and implemented process improvements to enhance service quality and efficiency.
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.

Data Entry Specialist

Appen
07.2016 - 08.2017
  • Executed remote data entry tasks with exceptional accuracy and attention to detail
  • Conducted data quality audits to ensure integrity and accuracy
  • Collaborated with teams to standardize procedures and improve efficiency
  • Maintained organized filing systems and ensured compliance with data regulations.
  • Maintained strict confidentiality of sensitive information, adhering to established guidelines and protocols.
  • Compiled data and reviewed information for accuracy prior to input.

Customer Service Team Lead

Office Max
11.2015 - 05.2016
  • Led a team of customer service representatives, ensuring high standards of service and professionalism
  • Provided exceptional customer service, addressing inquiries and processing orders efficiently
  • Maintained extensive product knowledge to assist customers effectively and provide accurate information
  • Managed high-volume calls, emails, and chats with professionalism and timeliness
  • Documented interactions in CRM systems to track issues and follow up effectively
  • Consistently met or exceeded service level and performance metrics.
  • Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
  • Coached new team members on service techniques and provided scoring through quality assurance program.

Education

Associate in Audio Recording - Music

Full Sail University
Winter Park, FL
09.2023

Skills

  • Leadership & Supervision: Strong team leadership skills with experience in managing customer service teams and ensuring high performance
  • Customer Service: Dedicated to maintaining high standards of customer service with a focus on guest satisfaction
  • Communication: Excellent verbal and written communication skills, adept at handling customer inquiries and resolving issues
  • Problem-Solving: Proven ability to identify and resolve issues efficiently, reducing customer complaints and improving satisfaction
  • CRM Proficiency: Skilled in using CRM software to track interactions, manage customer data, and ensure efficient service delivery
  • Efficiency in Microsoft Technologies: Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and other customer service technologies
  • Adaptability: Highly adaptable to changing circumstances and environments, with a proactive approach to process improvement

Additional Education

OSHA 30 Certification, Texas State Technical College, 2018 - 2019

Timeline

Customer Service Representative

Arise
11.2023 - 02.2024

Customer Service Supervisor

Teleperformance
06.2021 - 08.2022

Customer Service Supervisor

GC Services
12.2019 - 11.2020

Data Entry Specialist

Appen
07.2016 - 08.2017

Customer Service Team Lead

Office Max
11.2015 - 05.2016

Associate in Audio Recording - Music

Full Sail University

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