Brittany Evans
Warner Robins,GA
Summary
Experienced customer service representative with over five years of experience in retail, call center, and virtual customer service. Highly familiar with customer relationship management (CRM) systems and software, conflict resolution, and customer escalations. Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. History of increasing customer satisfaction and driving improvements to service quality. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Engineer position. Ready to help team achieve company goals.
Overview
1823
1823
years of professional experience
Work History
Support Specialist
Patterson Companies Inc.
04.2023 - 08.2023
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Troubleshot hardware, software and network issues to identify and rectify discrepancies.
- Communicated with clients to verify roots and causes of computer problems.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
Customer Service Coordinator
Teleperformance USA
04.202 - 05.2022
- Remote/Call center
- Customer Experience data sources including: voice of customer survey results, speech analytics, customer feedback/complaint database, customer live chat and messaging, chatbots, social media, contact center key metrics (emails, inbound calls, response time, etc)
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction in call center environment.
- Monitored real time customer contact queue performance.
- Avaya Experience
- Promptly responding to customer inquiries via email, messaging, chat, and phone.
- Responded to employee questions and requests for information in timely and knowledgeable fashion
- Provide updates and follow ups to customers on outstanding issues, requests and escalations.
- Create advocates by ensuring that customers achieve program goals while maintaining strong relationships.
- Effectively multitask and manage multiple priorities simultaneously.
- Ability to trouble-shoot and resolve conflict.
Account Representative
Prime Communications AT&T
03.2018 - 02.2022
- Account management
- Telemarketing expertise
- Professional telephone demeanor
- Ability to successfully accomplish all account configuration and maintenance activities in BITS
- Accurately and thoroughly research and respond to all billing/invoice inquiries and information delivery to merchants and contractors
- Managed over 50 customer calls per day.
- ⦁ Use advanced statistical methods (SQL) to pull daily and weekly reports related to policy violations, abuse trends, and escalations for bad content.
- Acted as an liaison for cross- functional business units during team training, virtual conferences, and leadership meetings, collaborations with members from Sales, Product Owners, and Service teams
- Alternated goods in inventory by observing first-in and first-out approach to keep shelves organized and properly stocked.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Education
GED -
Warner Robins High School
Warner Robins, GASkills
- Customer Support
- Data entry
- Project Management
- Complex Problem-Solving
- Coaching and Training
- Active Listening
- Scheduling/Head count
- Foundations of Networking
- CompTIA Certification
- System Administration
- VPN Configurations
- User Technical Assistance
- Network Security
- Network Troubleshooting
- Operating System
- Computer Network
- Network Infrastructure
- Vulnerability
- Technology Support
Timeline
Support Specialist
Patterson Companies Inc.
04.2023 - 08.2023
Account Representative
Prime Communications AT&T
03.2018 - 02.2022
GED -
Warner Robins High School
Customer Service Coordinator
Teleperformance USA
04.202 - 05.2022
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