Britney Hunter
Hersey,MI
Summary
I have over 10 years of experience in customer service, effectively resolving concerns and building strong relationships. As a natural leader, I excel in customer relations and scheduling, focusing on operational efficiency and continuous improvement. I prioritize professional relationships to boost profitability and drive results, while identifying and resolving challenges to ensure customer satisfaction. As a results-oriented analyst, I manage large volumes of data and proactively address issues in operations by uncovering key trends that impact success
Overview
12
12
years of professional experience
Work History
Assoc Contact Center Ops Analyst I
Amway
06.2022 - Current
- Scheduling meetings and bundles daily for supervisors and CSRs
- Forecasting and planning schedules by completing staffing tolerances, break optimization, staffing shortages, and off-phone time
- Set schedules for two hundred staff by planning and designating shifts and hours
- Monitored RTA and 2Ring to identify emerging opportunities
- Presented oral and written reports on RTA IDP, Zendesk, Confluence, and CISCO Live
- Monitored service level metrics to detect and correct deficits in compliance with standard operating procedures
- Participated in special projects, adapting quickly to produce exceptional outcomes
- Gathered, documented, and modeled data to assess business trends
- Evaluated current processes to develop improvement plans
- Produced detailed and relevant reports for use in making business decisions
- Reviewed forecasting failures and determined root causes
- Analyzed trend data to forecast operational needs and plan the next course of action.
- Collaborated with cross-functional teams to align goals and ensure project success.
Technician
Amway
11.2020 - 06.2022
- Applied strong mathematical knowledge and used various math applications
- Implemented, configured, and optimized safety standards
- Developed corrective action plans and prevention strategies to improve product reliability
- Performed routine maintenance for manufacturing operations
- Executed diagnostics, troubleshooting and evaluations on equipment
- Managed team performance by training, mentoring, disciplining, and motivating employees
- Utilized control mechanisms and hands-on procedures to operate machines
- Determined maintenance requirements and assigned repairs to qualified employees.
Generalist
Amway
10.2020 - 11.2020
- Prepared orders for shipment by systematically picking, packing and labeling merchandise
- Inspected ingoing and outgoing shipments to verify accuracy and prevent errors
- Verified quantity and description of materials received by checking merchandise against packing list
- Recorded information, shortages and discrepancies to keep records current and accurate
- Assembled orders and packed items for shipment, conveying orders to shipping personnel
- Unpacked and examined incoming shipments to record shortages, rectify damages and reject damaged items
- Sorted and weighed products after packaging to assess quality, identify defects and grade resulting items
- Devoted special emphasis to punctuality and consistently arriving at work ready to start immediately.
Team Lead
Manpower
02.2020 - 04.2020
- Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills
- Assigned daily employee tasks and monitored activity and completion
- Kept work areas clean, organized and safe to promote efficiency and team safety
- Documented counts and sorted finished work to promote easy access for shipping or additional processing
- Worked with team members to improve performance and implement training updates
- Set up and calibrated machinery to meet specific production requirements and meet desired tolerances
- Held meetings with employees to evaluate performance and make plans for improvement.
Customer Service Manager
Walmart
01.2016 - 02.2020
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
- Compiled customer feedback and recommended service delivery improvements to management
- Regularly used the facility cash recycler to perform cash advance and night deposits as well as clear jamming issues
- Utilized exceptional communication to connect with customers, assess needs and present solutions
- Demonstrated items to customers and created customer awareness, interest and sales
- Trained in loss prevention, visual merchandising, and general sales skills
- Completed physical inventory counts each month
- Recorded information, shortages, and discrepancies to keep records current and accurate
- Analyzed data trends to identify opportunities for inventory reduction while maintaining optimal stock levels.
- Established inventory targets, stock level, and risk mitigation targets and managed flexibility strategy to optimize inventory.
Customer Service Supervisor
Kmart
12.2012 - 11.2015
- Managed customer relations and customer service through daily communication and interaction
- Maintained accurate and current customer account data with manual forms processing and digital information updates
- Conferred with customers about concerns with products or services to resolve problems and drive sales
- Exceeded service objectives by applying proven customer service and sales best practices
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution
- Issued receipts and processed refunds, credits, or exchanges
- Skilled using cash register including processing sales discounts and refunds.
Education
GED -
Morley Stanwood School
Morley, MI06.2011
Skills
- Highly motivated and self-directed capable of multi-tasking and able to work with minimal supervision
- Able to deliver excellent presentations at a professional level
- The ability to communicate at all levels of the customer; from an executive audience as well as the ability to talk in detail on a tactical level
- Excellent customer service attitude and the ability to interact with customers in a professional manner
- Detail orientation, strong analytical skills, and strong process orientation and analysis skills
- Excellent time management skills
- Strong staff development skills and leadership ability
- Ability to lead a high-performance team
- Dependability, reliability and punctuality are critical as well as maintaining a positive and professional attitude at all time
- Possess excellent leadership and influencer skills and the ability to motivate and inspire staff and develop a strong team culture
- Excellent organizational, planning and decision-making skills with strong attention to detail and follow-through while maintaining focus on the big picture
- Experience in training and mentoring individuals to develop their skills and knowledge in a specific area
- Demand forecasting
Timeline
Assoc Contact Center Ops Analyst I
Amway
06.2022 - Current
Technician
Amway
11.2020 - 06.2022
Generalist
Amway
10.2020 - 11.2020
Team Lead
Manpower
02.2020 - 04.2020
Customer Service Manager
Walmart
01.2016 - 02.2020
Customer Service Supervisor
Kmart
12.2012 - 11.2015
GED -
Morley Stanwood School
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