Brittany Fulton
Jacksonville,FL
Summary
With a proven track record at Genpact for enhancing customer loyalty through empathetic service and resolving high-stress situations, I bring critical thinking and effective communication to the table. My expertise in Microsoft Excel and team development has streamlined processes, achieving a significant increase in efficiency and customer satisfaction.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Genpact
06.2021 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests for products, services, and company information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Social Analyst/SME
Genpact
06.2018 - 06.2021
- Generated reports detailing findings and recommendations.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Streamlined reporting procedures by creating user-friendly dashboards for easy access to key performance indicators.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Developed effective improvement plans in alignment with goals and specifications.
Scheduling Coordinator
Akumin Imaging
03.2017 - 02.2018
- Maintained confidentiality of patient finances, records, and health statuses.
- Enhanced claim processing efficiency by streamlining workflows and implementing best practices.
- Processed and recorded new policies and claims.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Conducted detailed assessments of claims documents, ensuring accuracy and completeness before submission for approval.
CSR/Training Coordinator-Point Guard
Football Fanatics Call Center
04.2016 - 03.2017
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded proactively and positively to rapid change.
- Increased efficiency and team productivity by promoting operational best practices.
- Trained new personnel regarding company operations, policies and services.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Customer Service Representative
Convergys/ US Bank
11.2015 - 09.2016
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded to customer requests for products, services, and company information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Met customer call guidelines for service levels, handle time and productivity.
Sales Customer Service
US Bank
06.2015 - 10.2015
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Maintained a high level of professional knowledge, staying informed on industry news and best practices in order to provide exceptional service to customers.
- Met customer call guidelines for service levels, handle time and productivity.
Sales Associate/Customer Service
Football Fanatics Call Center
09.2014 - 06.2015
- Helped customers locate products and checked store system for merchandise at other sites.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged in friendly conversation with customer to better uncover individual needs.
Education
Diploma -
Jean Ribault Senior High
Jacksonville, FL01.2012
Skills
- Effective communication
- Persuasion
- Reading comprehension
- Helping others
- Verbal communication
- Written comprehension
- Scheduling
- Analytical thinking
- Sales knowledge
- English language proficiency
- Basic computer skills
- Microsoft Word
- Microsoft Excel
- ERAD
- Customer Service
- Active Listening
- Problem-solving abilities
- Critical Thinking
- Data Entry
- Payment Processing
- Call Center Operations
- Team Development
Additional Information
Talking to others to convey information effectively., Persuading others to change their minds or behavior., Understanding written sentences and paragraphs in work related documents., Actively looking for ways to help people., The ability to communicate information and ideas in speaking so others will understand., The ability to read and understand information and ideas presented in writing., Scheduling Dr. appointments and understand each patients diagnosis., The ability to combine pieces of information to form general rules or conclusions., Knowledge of principles and methods for showing, promoting, and selling products or services., Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar., Basic Computer skill, Microsoft word, Microsoft Excel, ERAD
Timeline
Customer Service Representative
Genpact
06.2021 - Current
Social Analyst/SME
Genpact
06.2018 - 06.2021
Scheduling Coordinator
Akumin Imaging
03.2017 - 02.2018
CSR/Training Coordinator-Point Guard
Football Fanatics Call Center
04.2016 - 03.2017
Customer Service Representative
Convergys/ US Bank
11.2015 - 09.2016
Sales Customer Service
US Bank
06.2015 - 10.2015
Sales Associate/Customer Service
Football Fanatics Call Center
09.2014 - 06.2015
Diploma -
Jean Ribault Senior High
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