Overview
Work History
Education
Skills
Timeline
Generic

BRITTANY CARTER

Troy,AL

Overview

8
8
years of professional experience

Work History

Customer Service Representative

PNC BANK
Remote,US
06.2022 - 09.2024
  • Handled 100+ inbound calls daily, assisting clients with online banking and mobile app navigation.
  • Delivered empathetic resolutions to escalated issues, improving customer satisfaction scores.
  • Provided accurate product, policy, and promotion information to support customer decision-making.
  • Adhered to confidentiality and data protection policies while handling sensitive customer information.
  • Guided customers through self-service tools, enhancing efficiency and reducing call volume.
  • Remote

Store Manager

ZQ Wireless
Montgomery, Alabama
01.2018 - 10.2021
  • Directed daily store operations, including inventory control, cash management, and staff scheduling.
  • Supervised 2 employees, driving productivity and delivering strong customer service.
  • Addressed customer complaints promptly, achieving high retention and repeat business.
  • Maintained compliance with company policies, ensuring a safe and efficient work environment.

CSR Subject Matter Expert / Coach

CGI
Troy, Alabama
09.2016 - 01.2018
  • Conducted regular coaching sessions and performance evaluations, resulting in higher employee engagement and retention rates.
  • Analyzed customer service metrics and feedback to identify areas for improvement, leading to an increase in customer satisfaction scores.
  • Supported operational efficiency by coordinating assistance for 20 remote agents in addressing healthcare customer account inquiries and complaints.
  • Evaluated agent performance to enhance skills through constructive feedback and corrective actions.

Education

Associate of Science -

Strayer University
Online

High School Diploma - General Studies

Charles Henderson High School
Troy, United States
05.2013

Skills

Staff Coaching, Mentoring & Performance Management

Remote troubleshooting & screen-sharing tools

Secure authentication & fraud prevention procedures

Online banking and mobile app support

Timeline

Customer Service Representative

PNC BANK
06.2022 - 09.2024

Store Manager

ZQ Wireless
01.2018 - 10.2021

CSR Subject Matter Expert / Coach

CGI
09.2016 - 01.2018

Associate of Science -

Strayer University

High School Diploma - General Studies

Charles Henderson High School
BRITTANY CARTER