BRITTANI KRIVANSKY
Summary
To obtain a full-time position enabling me to utilize my strong communication and leadership skills that offers stability, growth, and in the future possibly advancement opportunities.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Federal Reserve Bank of Ohio
11.2021 - 06.2024
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products and services while providing excellent customer service.
- Ability to learn new systems needed for key tools, knowledge on different systems commonly used in customer service, ability to navigate system in order to effectively provide good quality customer service.
- Retains learned skills easily and demonstrates the ability to multitask effectively.
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Customer Service Representative
Loan Care LLC
08.2020 - 09.2021
- Take inbound calls providing customers with excellent customer service
- Answer questions assisting and addressing the customers' needs
- Responsible for handling high volume of calls that are each unique in nature and provide excellent service to each call
- Knowledge on programs to utilize the system in order to address the needs of the customers regarding their home mortgage and any requests related to the processing of documents regarding their mortgage loan
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
General Customer Service Rep
The MCS Group
12.2019 - 07.2020
- Taking inbound calls at a high call volume and addressing the customers' needs in a timely manner
- Provide excellent customer service excelling expectations
- File documents and Notate account for Attorneys of Law
- Make outbound calls to gather information needed to fulfill the clients' requests
- Knowledge on multiple systems to navigate for information
Marketing and Resources/Front Desk Rep./ Accounting/ Managing and Training
Corporate Air Allegheny County Airport
12.2017 - 09.2019
- Keeping track of any aircrafts that did not come to the facility
- Coming up with new ideas to bring further business to the company
- Managing daily reports of business revenue
- Making judgement calls on how to advertise for the facility
- Sending exciting information to potential customers or current customers
- Responsible for meeting and greeting customers, keeping track of any useful information of the customers for inbound and outbound flights
- Gathering information about the pilots and what their flight plans and needs are
- Accommodating the pilots and customers with any needs they may have such as hotel or car service arrangements and ensuring satisfactory of the client
- Responsible for billing customers for fuel, facility usage, maintenance, or rent, or any or transactions and keeping track of detailed information
- Gathering accounting information paying attention to detail and making any corrections needed due to information found by doing daily and monthly reports
Customer Service Rep/Manager
Alorica
05.2014 - 09.2017
- Take inbound calls providing customers with excellent customer service
- Answer questions assisting and addressing the customers' needs
- Responsible for managing a team of over20 employees
- Keeping record as well as maintaining the quality goals and guidance to each employee - Individually coaching for each employee to ensure they are on the right track
- Maintain teams' quality scores and attendance records, holding each person accountable for his/her opportunities
- Handled irate customers and deescalated the issue to please the customer and meet the needs of the company
- Worked for DIRECTV as a manager and accomplished maintaining100% attendance for my team including myself
- Training completed for responsibilities of Operations Management
- Ability to multitask and handle high call volume
- Select and Train a team lead for my team, training to help manage the team accordingly for success
- Responsible for handling high volume of calls that are each unique in nature and provide excellent service to each call
- Responsible for the processing of incoming and outgoing calls- Act as a relay to assist hearing impaired persons communicate via telephone and voice recognition equipment
- Ability to relay information clearly and accurately while maintaining a96% quality score
- Maintain attendance of100%
Education
High School Diploma -
South Allegheny High School
McKeesport, PA06-2013
Skills
- Knowledge of Oracle, Teams, and all Microsoft Office Applications
- Excellent communication skills, and ability to present complex information in an easy-to-understand format
- Excellent problem solving, critical thinking
- Ability to multitask and work in a fast-paced environment
- Eager to work and grow as a team
- Patient and attentive to the customer
- Goal oriented and motivated to work
- Knowledge of aviation and aircraft management, fbo facilities and how a business is run
- Knowledge of sales and better ways to work with and gain trust work the customers while also satisfying the customer and exceeding the needs of the business
- Knowledge on being a operations manager, as I went through training and acted operations manager for DIRECTV
Timeline
Customer Service Representative
Federal Reserve Bank of Ohio
11.2021 - 06.2024
Customer Service Representative
Loan Care LLC
08.2020 - 09.2021
General Customer Service Rep
The MCS Group
12.2019 - 07.2020
Marketing and Resources/Front Desk Rep./ Accounting/ Managing and Training
Corporate Air Allegheny County Airport
12.2017 - 09.2019
Customer Service Rep/Manager
Alorica
05.2014 - 09.2017
High School Diploma -
South Allegheny High School
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