Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
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Britney Hanes

Fort Smith,Ar

Summary

Dynamic customer service professional with extensive experience at Foundever, excelling in high-volume environments. Proven track record in account resolution and team leadership, driving performance metrics and enhancing service delivery. Skilled in CRM tools and conflict resolution, fostering cross-functional collaboration to achieve operational excellence.

Overview

9
9
years of professional experience

Work History

Multi-Role Leadership & Operations

Foundever
01.2018 - Current
  • Steered cross-functional teams and managed daily floor operations to ensure consistent adherence to company performance metrics.
  • Progressed through operational roles as Customer Service Agent, Trainer, Supervisor, and Manager, enhancing site operations.
  • Executed daily operational tasks to ensure smooth workflow.
  • Developed and delivered training programs for incoming agents, resulting in streamlined onboarding and improved service delivery.
  • Streamlined front-of-house operations as fill-in receptionist, managing corporate communications and enhancing administrative workflow.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Collaborated with diverse group of coworkers to achieve goals and proactively address issues related to products and services.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.

Customer Service Representative

Foundever
Fort Smith
01.2018 - Current
  • Managed high-volume inbound queues, exceeding performance metrics and service level agreements.
  • Provided professional customer support for Foundever clients during inbound calls.
  • Resolved billing, account, and order issues efficiently using company knowledge base.
  • Resolved complex financial inquiries, ensuring high-quality customer service for banking clients.
  • Documented customer interactions in CRM systems, ensuring accurate case notes.

Education

High School Diploma -

Greenwood High School
Greenwood
05-2017

Skills

  • Customer service
  • Banking support
  • Call center experience
  • Performance metrics
  • Operational Efficiency
  • CRM tools proficiency
  • Account Resolution
  • Operations leadership
  • Team leadership
  • Training & Development
  • Talent Development
  • Performance Coaching
  • Team Collaboration
  • Cross-Functional Collaboration
  • Team Collaboration
  • Front Desk Operations
  • Financial Services
  • Multitasking skills
  • Conflict Resolution
  • Microsoft Office Suite
  • Financial Services
  • Multitasking skills

Languages

Languages: English

References

  • Chance Hill: (918) 208-4289
  • Sarah Bastion: (479) 206-2835

Timeline

Multi-Role Leadership & Operations

Foundever
01.2018 - Current

Customer Service Representative

Foundever
01.2018 - Current

High School Diploma -

Greenwood High School
Britney Hanes