Brittany Cole
Spartanburg,SC
Summary
Customer-focused professional with background in Customer Service Counselor role. Experience includes managing high-volume customer inquiries, resolving complex issues, and maintaining customer satisfaction. Strengths include effective communication skills, problem-solving capabilities, and a strong commitment to delivering quality service. Previous roles have seen improvement in customer retention rates and positive feedback scores due to diligent work ethic.
Overview
11
11
years of professional experience
Work History
Clams Customer Service II
Blue Cross Blue Shield of South Carolina
Greenville, SC
07.2023 - Current
- Provided timely and accurate responses to customer inquiries regarding products, services, and policies.
- Identified potential problems and escalated them as needed to ensure resolution.
- Resolved customer complaints in a timely manner by addressing root causes of the issue.
- Suggested improvements to existing procedures based on customer feedback.
- Worked closely with other departments to resolve complex customer issues.
- Utilized computer systems such as Microsoft Office Suite for data entry purposes.
Assistant Manager
Quick Credit
Spartanburg, SC
08.2022 - 11.2022
- Responsible for supporting the Branch Manager in achieving branch goals by providing operational and administrative support to branch employees
- Responsible for taking inbound and outbound calls to solicit new business and to collect on past due accounts
- Reviewing loan with underwriting to facilitate efficient loan application processing
- Prepared loan documents, credit documents to complete loan applications
- Provided customers with exceptional customer service while educating clients on products and insurance.
Customer Service Rep
1st Franklin Financial
Columbia, SC
09.2021 - 08.2022
- Responsible for reviewing and taking applications for financial status, credit to determine approval
- Reviewing loan agreements to ensure that they are complete and accurate to company standards
- Approve loans within specified limits and refer loan application outside of approval limits
- Assist in managing cash control, this include posting and retracting payments to customer accounts
- Handle all end of the day cash and check deposit through various systems
- Also responsible for taking inbound and outbound calls to solicit new business and to collect past due balances.
Customer Service Rep
Wells Fargo
Columbia, SC
11.2019 - 02.2021
- Responsible for answering internal customer inquiries regarding checking accounts, savings accounts and debit cards
- My most common transactions include deposit availability (checks), handling declined transactions and reporting unauthorized transactions
- My responsibilities are to quickly answer customer inquiries in a friendly and courteous manner and deliver exceptional service and to provide first call resolution, while following strict procedures that meet compliance guidelines set in place by Wells Fargo.
Assistant Store Manager
Shoe Carnival
Columbia, SC
02.2019 - 11.2019
- Responsible for managing activities related to staffing and development of employees in the store, including hiring administration, training, and performance management
- Partners with the Store Manager to establish clear performance goals and objectives, performs additional managerial duties as necessary
- Supports Total Customer Service responsibilities by ensuring that customer needs are met
- Assists in managing Cash and Inventory Control and supervises associates while delegating tasks to ensure productivity
- Helps maintain store and department standards
- Understands and ensures Shoe Carnival policies and procedures are followed.
Customer Service Advocate II
Marketplace Operations
Columbia, SC
10.2017 - 01.2019
- Responsible for answering incoming calls and emails in an efficient manner, identifying customer questions, concerns, and overall needs
- Redirect customers to appropriate teams and departments as needed
- Follow company communication procedures, policies, and guidelines
- Do follow-ups with callers on complaint and questions resolution status
- Collaborate with immediate team, other customer service teams and other company departments to ensure overall customer satisfaction
- Send out mail to various departments and collect mail to follow up with requests regarding bills or payments.
Bridal Consultant
David's Bridal
Columbia, SC
09.2017 - 02.2018
- Responsibilities include taking clients' measurements, showcasing and recommending wedding gowns and providing personalized advice about wedding looks
- Help bride try on dresses and accessories
- Informing customer about the range of styles, colors, and cuts
- Assisting in bridesmaid fabrics, color and dress selections
- Maximizing customer satisfaction, checking bridal products trends, promoting products and services, and organizing product demonstrations.
Visual Merchandiser
Forever 21
Columbia, SC
09.2016 - 08.2017
- Create appealing and eye-catching visual displays, floor plans and special promotions displays
- Change displays to promote new product launches and reflect festive or seasonal themes
- Coach and train associates on any updates and store moves that have been sent per company directive
- Works closely with store manager on key visual merchandising efforts and to ensure replenishment of fast selling items.
Store Lead
The Children's Place
Columbia, SC
06.2015 - 09.2016
- Primary responsibility is to assist in directing the sales effort of the store and responsible for select daily operations in the absence of the Store Manager and Assistant Manager
- Other responsibilities include the training of sales staff on company policies and procedures and in particular, selling techniques
- Ensure staff is well versed in company directed customer service practices
- Comply with all company directed policies and procedures as they relate to the store operations; receiving of merchandise, store opening and closing, cash register transactions, daily cash reconciliation and inventory control.
Key Holder
Charlotte Russe
Columbia, SC
05.2013 - 02.2016
- Responsible for opening and closing the store, handling operational procedures, assisting cashier, coaching employees on proper company procedures and policies, setting all new floor sets and window displays
- Receiving and replenishing merchandise.
Education
Family and Consumer Sciences with a concentration in Fashion Merchandising -
South Carolina State University
Columbia, SC05.2015
Master of Arts - Fashion Business And Entrepuernship
Lindenwood University
Saint Charles, MOSkills
- Relationship Building
- Problem-solving skills
- Adaptability and Flexibility
- Call Center Operations
- Written Communication
- Remote Office Availability
- Employee Coaching
- Microsoft Windows
- Adobe Photoshop
- Adobe Illustrator
- Written/Verbal Skills
- Conflict Resolution Skills
- Customer Service
- Quality Control
- Data Entry
- CRM Software
- Product Vision and Strategy
- Teamwork and Collaboration
Activities
- Verve Fashion Movement
- South Carolina State University Pan-Hellenic Council
- Fashion Merchandising Association
- Alpha Kappa Alpha Sorority INC
- Student Orientation Leader
Timeline
Clams Customer Service II
Blue Cross Blue Shield of South Carolina
07.2023 - Current
Assistant Manager
Quick Credit
08.2022 - 11.2022
Customer Service Rep
1st Franklin Financial
09.2021 - 08.2022
Customer Service Rep
Wells Fargo
11.2019 - 02.2021
Assistant Store Manager
Shoe Carnival
02.2019 - 11.2019
Customer Service Advocate II
Marketplace Operations
10.2017 - 01.2019
Bridal Consultant
David's Bridal
09.2017 - 02.2018
Visual Merchandiser
Forever 21
09.2016 - 08.2017
Store Lead
The Children's Place
06.2015 - 09.2016
Key Holder
Charlotte Russe
05.2013 - 02.2016
Family and Consumer Sciences with a concentration in Fashion Merchandising -
South Carolina State University
Master of Arts - Fashion Business And Entrepuernship
Lindenwood University
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