Brittany Carney
Portsmouth,VA
Summary
Adaptable Research and Resolution Specialist and Customer Service Representative with experience in a variety of industries and a history of success in providing exceptional customer service. Accomplished in collecting supporting information, drafting and reporting comprehensive documentation and leading agreements to resolve complex problems. Experience in managing all facets of front office administration and call center operations, including handling multi-line phone systems, managing schedules, promoting company products and services, and maintaining reception and waiting areas. Seeking a full-time role as a Customer Service Representative.
Overview
15
15
years of professional experience
Work History
Research and Resolution Specialist
Elizabeth River Crossings
09.2022 - Current
- Formulated focused and individualized resolutions aimed to peacefully settle disputes.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered over 50 customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Prepared written opinions or decisions regarding cases.
- Skilled at working independently and collaboratively in team environment.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
CUSTOMER SERVICE
REPRENTATIVE, FANEUIL
12.2021 - 09.2022
- Provides efficient and effective service to customers and prospects on all patron based services to a variety of inquiries and customer needs
- Proficient in operating Microsoft Edge, word, excel, power point, outlook, teams and one note
- Maintains sincere interest in providing excellent customer care
- Stellar performance in problem solving, multitasking and face to face interaction
- Understands customer needs, determines appropriate course of action to meet those needs and complete transactions focusing on solutions
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Followed through with client requests to resolve problems.
CUSTOMER SERVICE REPRESENTATIVE
Comp-U-Fixx LLC
06.2019 - 12.2021
- Handled high call volume, giving detailed, personalized, friendly service to ensure customer retention and address customer inquiries, solving problems, and providing new production information
- Responsible for opening and closing store as keyholder
- Served as liaison and main point of contact with property management, facilities, vendors, and equipment service, and repair work
- Provided information and resolution for all customer queries concerning electronic repairs and upgrades, software upgrades, computer networking, server, mobile devices, etc
- Encouraged product upgrades for customer orders when appropriate
- Communicated with vendors regarding back-order availability, future inventory, and special orders
- Printed daily, weekly, bi-weekly, and monthly reports to include, but not limited to backlog reports, sales order, hold reports, customer open order
- Prepared and maintained accurate filing system and call log/database for all customer inquiries
Bus Driver
Portsmouth Public Schools
06.2017 - 06.2019
- Completed pre- and post-trip bus inspections for safe passenger transportation.
- Conducted pre-trip inspections of bus for safe operation.
- Transported passengers safely along prescribed routes according to tight schedules.
- Maintained Virginia driver's license to enable legal operation of school buses for student transport, field trips, and other purposes.
- Performed bus driving duties while keeping student safety in mind to maintain good safety record.
- Adhered to scheduled routes and accomplished timely drop-offs and pick-ups to comply with preset route criteria.
- Acted calmly, productively and professionally under pressure for helpful emergency response.
- Assisted passengers with disabilities and other physical issues in boarding and exiting bus to promote passenger safety.
- Communicated regularly with central dispatch teams to report delays and route changes.
Bus Monitor
Portsmouth Public Schools
09.2014 - 06.2017
- Assisted driver in monitoring and managing student behaviors to promote safety.
- Secured special seats and restraint devices used by students.
- Kept student personal and medical information in strictest confidence.
- Collaborated and communicated with school personnel, students and parents to maintain positive relationships.
- Learned and maintained proficiency in first responder skills such as First Aid and CPR to offer individuals in distress optimal support.
- Managed emergency bus evacuations with appropriate use of emergency door.
Custodian
Portsmouth Public Schools
06.2013 - 09.2014
- Emptied trash cans and recycling bins to keep building clean and free of germs.
- Replaced and refilled paper towel and toilet paper dispensers for users convenience.
- Kept building spaces premises clean inside and outside.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Handled spills, accidents and other cleaning emergencies to maintain cleanliness standards throughout assigned shift.
- Followed safety protocols and safe use of protective gear to prevent injury to self and others.
- Moved furniture for cleaning and set up for special events.
- Inspected facility and grounds and picked up trash or other debris impacting appearance or movement flows between spaces.
CUSTOMER SERVICE REPRESENTATIVE
Adecco Staffing
01.2012 - 06.2013
- Handled 90+ customer transactions per day, giving detailed, personalized, friendly service to ensure customer retention
- Memorized all customer products and services to answer customer questions efficiently and make relevant upsells
- Collected source data to include customer names, addresses, phone numbers, credit card information for over 1,000 customers and enter data into customer service software
- Trained new employees in customer service script recitation, conflict resolution, and data entry practices
- Communicated sales promotions to customers to grow average customer account size by 10%
- Resolved any potential billing inquiries or issues with a customer efficiently and effectively
Receptionist
Urban League Of Hampton Roads
06.2008 - 08.2009
- Greeted and checked in guests, providing them with a positive first impression of theorganization, and maintained guests flow by communicating guests’ arrivals or delays
- Responsible for data collection, data entry and sign-in/out log sheets; completed all paperwork and submitted monthly reports
- Developed and utilized effective filing and retrieval systems, and maintained office supplies by placing orders to replenish office needs
- Collaborated with community members and staff on community projects and functions and assisted in preparing comprehensive reports and surveys
- Coordinated personnel calendars by planning and scheduling conferences, teleconferences
- Responsible for keeping all incoming correspondence organized and placed in assigned mailboxes
- Performed varied clerical duties such as filing, scheduling appointments, meetings, copying, running errands, answering the telephone and directing inquiries to designated departments, and assisting guests
Education
High School Diploma -
I. C. Norcom High School
Portsmouth, VA06.2009
Skills
- Customer Care
- Problem Resolution
- Research
- Active Listening
- Problem-Solving Ability
- Calm and Professional Under Pressure
- Spreadsheets
- Critical Thinking
- Customer Satisfaction
- Documenting Calls
- Microsoft Office
- Call Center Operations
- Call Volume and Quality Metrics
Timeline
Research and Resolution Specialist
Elizabeth River Crossings
09.2022 - Current
CUSTOMER SERVICE
REPRENTATIVE, FANEUIL
12.2021 - 09.2022
CUSTOMER SERVICE REPRESENTATIVE
Comp-U-Fixx LLC
06.2019 - 12.2021
Bus Driver
Portsmouth Public Schools
06.2017 - 06.2019
Bus Monitor
Portsmouth Public Schools
09.2014 - 06.2017
Custodian
Portsmouth Public Schools
06.2013 - 09.2014
CUSTOMER SERVICE REPRESENTATIVE
Adecco Staffing
01.2012 - 06.2013
Receptionist
Urban League Of Hampton Roads
06.2008 - 08.2009
High School Diploma -
I. C. Norcom High School
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