Brittany Gilbert
Philadelphia,PA
Summary
Knowledgeable Representative with comprehensive background in customer service and client relations. Consistently recognized for resolving complex issues and improving customer satisfaction. Demonstrated ability in fostering positive client interactions and maintaining high service standards.
Overview
10
10
years of professional experience
Work History
Customer Affairs Representative
Philadelphia Gas Works
02.2024 - Current
- Answer incoming calls addressing inquiries regarding billing, account status, service interruptions, payment options and general questions about natural gas usage
- Resolve customer issues regarding billing discrepancies, scheduling service appointments, managing service changes and addressing complaints
- Provide account information detailing current usage, past bills, payment history and service plans
- Clearly communicate PGW policies on safety,emergency procedures, billing cycles, and conservation practices
- Identify issues that require further investigation or intervention from specialized teams and referring them accordingly
- Accurately updating customer information and documenting interactions within the CRM system
Station Cleaner
Amtrak National Railroad
11.2017 - 03.2023
- Cleaned and sanitized bathrooms and customer areas according to established protocols.
- Enhanced workplace cleanliness by performing thorough daily cleaning tasks, including sweeping, mopping, and dusting.
- Removed trash, debris and other waste materials from premises.
- Used time management and efficient cleaning methods to meet deadlines.
- Maintained a well-organized storage area for cleaning supplies to ensure easy access and efficient use of materials.
- Improved overall facility hygiene by sanitizing high-touch surfaces regularly to minimize the spread of germs.
- Increased customer satisfaction by maintaining clean restrooms and public spaces in a timely manner.
- Contributed to team efforts by training new staff on best practices in cleaning and maintenance.
- Kept public pathways clear of safety hazards and spills with regular checks and attention.
- Operated T16 to clean and maintain station floors
Reservation Sales Agent
Amtrak National Railroad
10.2016 - 11.2017
- Boosted customer satisfaction by efficiently managing reservation inquiries and accurately booking travel arrangements.
- Increased revenue with upselling techniques and promoting additional services or packages to guests during the reservation process.
- Maximized efficiency in handling high call volume, ensuring each guest received prompt attention while maintaining accuracy in reservations.
- Improved accuracy of reservations data entry by consistently reviewing information for errors or inconsistencies before finalizing bookings.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Provided customers with information about availability and pricing.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Handled billing information over phone.
Teller
PNC Bank
09.2014 - 10.2016
- Assist customers with deposits, withdrawals, and other monetary instruments
- Handle approximately $12,000-$40,000 cash on the daily basis
- Provides customer with friendly service
- Provide referrals to the financial services associates
- Disbursed cash and checks accurately while maintaining security of cash drawers.
Education
Bachelor of Science - Business Administration, Marketing
Saint Joseph’s University
Philadelphia, PA05.2015
Skills
- Customer support
- Goal-oriented mindset
- Customer relations
- Data entry proficiency
- Client relationship building
- Telephone reception
- CRM software expertise
Timeline
Customer Affairs Representative
Philadelphia Gas Works
02.2024 - Current
Station Cleaner
Amtrak National Railroad
11.2017 - 03.2023
Reservation Sales Agent
Amtrak National Railroad
10.2016 - 11.2017
Teller
PNC Bank
09.2014 - 10.2016
Bachelor of Science - Business Administration, Marketing
Saint Joseph’s University
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