Brittany Bradby
1411 Claiborne Street,Virginia
Summary
Accomplished Account Manager with a proven track record at Capital One, enhancing client satisfaction and retention through exceptional customer service and strong problem-solving skills. Demonstrated ability to build relationships and manage a diverse portfolio, achieving significant improvements in customer loyalty. Skilled in teamwork and independent decision-making, committed to fostering customer-focused environments and driving continuous improvement.
Overview
12
12
years of professional experience
Work History
Account Manager
Capital One
04.2019 - Current
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Actively participated in networking events within the industry, expanding professional connections and generating leads.
- Servicing customers through inbound and outbound calls, which include but not limited to a combination of fraud and dispute task, real time approvals, digital fluency, and partnering with other departments across Capital One to drive resolutions that meet customer needs.
- Striving to exceed the needs of customers by not only proactively identifying and solving customers' needs but also creating a culture in which we never accept the status quo and strive for excellence all of the time,
Customer Service Representative
Acceptance Now
04.2018 - 04.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Director
Tuckaway Child Development Center
12.2012 - 04.2018
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
- Facilitated cross-functional collaboration for improved decision-making processes within the organization.
- Provided a safe, nurturing and fun learning environment, meeting with families daily to enroll their children into our facility giving them excellent customer service
Education
Bachelor - Law
Regent University
Virginia Beach, VABachelor Of Applied Arts And Science - Sociology
Virginia Commonwealth University
Richmond, VA05.2014
Associate Of Applied Science - Early Childhood Care And Education
J Sargeant And Reynolds Community
Richmond, VA05.2011
High School Diploma - High School Diploma
Charles City High School
Charles City, VA06.2008
Skills
- Exceptional customer service
- Strong problem solving skills
- Demonstrate a strong customer focus rooted in empathy
- Exercise good judgement and independent decision making
- Demonstrate exceptional listening, questioning, call control and de-escalation techniques
- Maintain sufficient reliable private internet connection
- Account management
- Customer service
- Teamwork and collaboration
- Client relations
- Customer satisfaction
- Relationship building
- Customer relationships
- Goal oriented
- Relationship building and management
- String ability to multitask
- Ability to work independently
- Effective time management and skilled communication with management and back office
Timeline
Account Manager
Capital One
04.2019 - Current
Customer Service Representative
Acceptance Now
04.2018 - 04.2019
Director
Tuckaway Child Development Center
12.2012 - 04.2018
Bachelor - Law
Regent University
Bachelor Of Applied Arts And Science - Sociology
Virginia Commonwealth University
Associate Of Applied Science - Early Childhood Care And Education
J Sargeant And Reynolds Community
High School Diploma - High School Diploma
Charles City High School
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