Brittany Favara
Fort Worth,TX
Summary
Self-driven Individual with proven expertise in providing excellent customer experiences. Visionary with the ability to serve as a catalyst for profitable business decisions . Establish rapport and credibility with diverse groups including internal peers. Solution orientated with great attention to detail , problem solving and multitasking skills.
Overview
17
17
years of professional experience
Work History
Quality Improvement Specialist
City Of Fort Worth Water Department
07.2018 - 03.2023
- Identified and assessed training needs in multiple sections of assigned department to improve quality of services, process and procedures. Develops and implements quality improvement training programs.
- Conducts training of department staff. Establishes and implements training in all aspects of Customer Relations Department. Evaluates staff progress and recommends next step assignment,
- Conducts new hire training on all systems, policies and processes. Conducts ongoing training and cross training as required.
- Provides subject matter expertise for testing variety of new software, system updates and equipment.
- Prepares email and correspondence to customers covering variety of department issues.
- Provides back up supervisor duties as needed.
Business Development Manager
Frank Kent Motor Company
07.2017 - 07.2018
- Reached out to potential customers via telephone, email, and in-person inquiries.
- Generated new business with marketing initiatives and strategic plans.
- Established relationships with key decision-makers within customer's organization to promote growth and retention.
- Performed client research and identified opportunities for account growth, account penetration and market expansion.
Office of the President/ Sr. Customer Service
Santander Consumer USA
07.2006 - 12.2016
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Responded to customer calls and emails to answer questions about products and services.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Escalated issues to proper supervisors when standard processes were not effective.
- Engaged clients over phone to answer questions and address complaints.
- Coordinated customer service responses for high-value customers with complex issues as leading representative of Office of the President.
- Leveraged consistent, successful strategies to meet and exceed performance goals.
- Provided feedback to call center managers for coaching opportunities on identified errors.
Education
GED -
Trinity High School
Euless, TX1994
Skills
- Critical Thinking
- Handling Pressure
- Leadership
- Problem Solving
- CRM Systems
- Lexis Nexis
- AS400
- 30 WPM
- Adaptability
- Training coordination
Timeline
Quality Improvement Specialist
City Of Fort Worth Water Department
07.2018 - 03.2023
Business Development Manager
Frank Kent Motor Company
07.2017 - 07.2018
Office of the President/ Sr. Customer Service
Santander Consumer USA
07.2006 - 12.2016
GED -
Trinity High School
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