BRITNY ROBERTS
Summary
Britny is a highly organized professional with extensive experience in customer service, management and problem-solving. She consistently demonstrates the ability to develop and implement customer service policies and procedures to maximize customer satisfaction. Excellent communicator with the capacity to quickly diffuse difficult customer situations and lastly, a dependable candidate successful at managing multiple priorities with a positive attitude.
Overview
8
8
years of professional experience
Work History
Entrepreneur
Licensed Esthetician
01.2019 - Current
- Determined business plan, mission statement, and vision.
- Launched new product lines successfully through comprehensive planning, strategy and research.
- Experience with SMS platforms (Klayvio, Textedly)
- Mapped income generating strategies to grow revenue.
- Determined areas in need of improvement and devised targeted corrective actions for each concern to maintain optimal business operations.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Educated guests on current promotions, events and services via social media marketing.
- Gained knowledge of facial massage techniques and skin care product ingredients.
- Resolved customer complaints and facilitated conflict resolutions.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Documented customer interactions in internal database to maintain customer service history details.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
CSR GS8 Step 4
Internal Revenue Service
10.2016 - Current
- Provides excellent verbal & communication to agents in a fast-paced, high call volume environment
- Conducts interviews to determine the nature of the call
- Using automation tools to access and update information
- Provides quality service to customers within agreed service levels and established performance standards
- Complied records, tracked, and computed data for management records
- Excellent interpersonal skills (with great office etiquette)
- Address wide range of account issues/problems that require unique solutions
- Presented weekly team meetings to help improve our quality assistance based on our team errors
- Adjusting accounts per taxpayer request (Amended Return , Correspondence Etc.)
- Track multiple projects in a fast-paced environment
- Successfully trained, coached and mentored a team of customer service representatives in relevant policies and procedures
- Guided customer support representatives through difficult customer interactions and empowered each with strategies for success
- Created training manuals targeted at resolving most difficult customer issues
- Track multiple projects in a fast-paced environment
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Tracked customer service cases and updated service software with customer information.
- Attended virtual department meetings, contributing to ongoing improvement initiatives and addressing emerging performance concerns.
- 4.0 Annual Evaluation Review (2019-Present)
New Hire Instructor
Internal Revenue Service
05.2022 - 05.2023
- Prepared call center performance reports by collecting, analyzing, and summarizing data and trends.
- Evaluated and revised lesson plans and course content to achieve student-centered learning.
- Tested and evaluated students on materials presented in workshops and classes.
- Improved student performance by defining clear goals and communicating performance metrics.
- Tested students to assess progress and adapted learning plans in alignment with performance.
- Enhanced student comprehension and shortened learning process through new teaching methods.
- Reviewed class and student records to identify improvement opportunities.
- Worked with staff members and teachers to design comprehensive and individualized plans to optimize student education.
- Participated in department meetings to provide input to colleagues about student achievement and improvement.
- Designed detailed learning plans for struggling students based on test, homework and assignment records.
- Increased educational expertise and knowledge by participating in instructor-oriented workshops.
- Observed and adopted new techniques from skilled instructors and lecturers.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Developed departmental systems and procedures to better align workflow processes.
- Tested all training software and hardware prior to commencing training programs.
- Implemented new learning strategies depending upon employees' skill levels.
- Researched and obtained relevant course materials to achieve training objectives.
- Analyzed effectiveness of training programs at all levels and recommended updates.
FRONT DESK SUPERVISOR, NIGHT AUDIT
The WESTIN RESORT
07.2015 - 10.2016
- Trained and supervised front desk agents to ensure adherence to quality standards and reports
- Aided with guidance on handling complex issues as well as resolving escalated complaints and/or disputes
- Performed various duties during shift including phone intake
- Met and exceeded weekly and monthly expectations for the company
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Improved office operations by automating client correspondence, record tracking and data communications.
Education
Esthetics
The Elaine Sterling Institute
Lawrenceville, GA01.2021
High School Diploma -
Ivanna Eudora Kean High School
St.Thomas, VI06.2015
Skills
- Group and Individual Instruction
- Product Specifications
- New Product Introductions
- Customer Satisfaction
- Email Promotions
- Social Media Strategy
- Customer Support
- Works well under pressure
- Customer Preferences
- Grammar Comprehension
Timeline
New Hire Instructor
Internal Revenue Service
05.2022 - 05.2023
Entrepreneur
Licensed Esthetician
01.2019 - Current
CSR GS8 Step 4
Internal Revenue Service
10.2016 - Current
FRONT DESK SUPERVISOR, NIGHT AUDIT
The WESTIN RESORT
07.2015 - 10.2016
Esthetics
The Elaine Sterling Institute
High School Diploma -
Ivanna Eudora Kean High School
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