Summary
Overview
Work History
Education
Skills
Timeline
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Brittany Chavez

Albuquerque,United States

Summary

Dynamic customer experience professional with a proven track record at T-Mobile, excelling in conflict resolution and customer retention. Adept at navigating multiple systems and leveraging critical thinking to resolve complex issues, ensuring high satisfaction levels. Committed to continuous learning and adapting to enhance service delivery and foster positive client relationships.

Overview

11
11
years of professional experience

Work History

Account Expert

T-Mobile
Albuquerque, NM
01.2022 - Current
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Resolved customer complaints promptly and efficiently.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Strengthened customer retention by offering discount options.

Customer Experience Professional

Lowes Home Improvment
Albuquerque, NM
02.2019 - 01.2022
  • Used resources and strong judgement to determine best course of actions and/or solutions based on customer's needs while interacting with customer.
  • Navigated several computer systems and multitasked efficiently while actively listening to customers in order to accurately input data and gather necessary information to address customer inquiries.
  • Used problem solving skills while remaining calm under pressure, additionally de-escalating customer to resolve complex problems.
  • Recognized and acted upon selling opportunities in order to enhance customer experience and generate revenue.
  • Provided outstanding customer service by building rapport and showing empathy with a positive attitude and courtesy ensuring every interaction is conducted on a personal level.
  • Practiced continuous learning and self development by engaging in the knowledge of the company to provide adequate information and explanation to customer.

Behavior Technician

Centria Autism Services
Albuquerque, NM
05.2018 - 02.2019
  • Conducted functional behavior assessments, functional analysis, preference assessments and assessments of basic learning and language skills to identify target behaviors and purpose of behaviors.
  • Observed, monitored and recorded problem behaviors through accurate behavior-consequence data collection, graphs and anecdotal notes.
  • Offered active guidance to families adjusting to life with loved one on autism spectrum.
  • Displayed sensitivity to cultural and linguistic needs of clients and families served.
  • Promoted positive interactions of children with ADHD, Autism and oppositional defiance behavior by using visual supports, simplifying communication and utilizing stress scales to turn emotions into concrete concepts.

Customer Experience Professional

Lowes Home Improvment
Albuquerque, NM
02.2016 - 12.2016
  • Provided assistance with technical support by troubleshooting over the phone using manufacture's recommendations.
  • Assisted customers in scheduling of appointments for products needing service.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.
  • Documented customer feedback and made process changes to exceed customer satisfaction goals.
  • Relayed all call information accurately and fully to appropriate
    supervisors.

Crew Member

Sonic Drive In
Albuquerque, NM
05.2014 - 05.2015
  • Worked front counter, drive-thru and other areas as needed.
  • Worked well with teammates and accepted coaching from management team.
  • Provided excellent customer service by greeting customers and meeting quality expectations.
  • Took orders, prepared meals and collected payments.
  • Packaged all menu items and checked for product quality and consistency.

Education

Associate of Applied Science - Integrated Studies

Central New Mexico Community College
Albuquerque, NM
12.2019

Certificate in Health, Wellness And Public Safety -

Central New Mexico Community College
Albuquerque, NM
04.2017

High School Diploma -

Atrisco Heritage Academy High School
Albuquerque, NM
05.2014

Associate of Applied Science - Business Administration

Central New Mexico Community College
Albuquerque, NM

Skills

  • Proficient knowledge of software such as Microsoft Office and Salesforce
  • Ability to continuously learn with willingness to adapt to change
  • Ability to interpret information through speaking and listening
  • Self-motivated
  • Conflict resolution
  • Critical thinker
  • Customer retention
  • Multi-system navigation
  • Active listening

Timeline

Account Expert

T-Mobile
01.2022 - Current

Customer Experience Professional

Lowes Home Improvment
02.2019 - 01.2022

Behavior Technician

Centria Autism Services
05.2018 - 02.2019

Customer Experience Professional

Lowes Home Improvment
02.2016 - 12.2016

Crew Member

Sonic Drive In
05.2014 - 05.2015

Associate of Applied Science - Integrated Studies

Central New Mexico Community College

Certificate in Health, Wellness And Public Safety -

Central New Mexico Community College

High School Diploma -

Atrisco Heritage Academy High School

Associate of Applied Science - Business Administration

Central New Mexico Community College

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