Hi, I’m
BRITTANY HUDSON
Jacksonville,NC
Where you stumble and fall, there you discover the gold.
Joseph Campbell
Summary
Encouraging supervisor and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude, communication and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success and customer satisfaction. Dedicated to applying training, monitoring and morale-building abilities to enhance customer experience and boost employee performance.
Overview
8
years of professional experience
Work History
Interior Define
Customer Experience Associate
05.2022 - 12.2022
Job overview
- Resolved large number of various tickets; top 25% of tickets closed monthly
- Recognized by Customer Service Manager for answering large volume of tickets in first week
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Adhered to established customer satisfaction strategies to support swift issue resolution.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Investigated customer complaints and escalated issues to address critical requests.
- Monitored customer feedback to identify areas of improvement in customer experience.
- Managed timely and effective replacement of damaged or missing products.
- Cooperated closely with other departments to support achievement of customer experience outcomes.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Updated databases to handle customer data.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Promptly responded to inquiries and requests from prospective customers.
Cleo AI
Customer Champion I & II
06.2021 - 05.2022
Job overview
- Promoted in 9 months due to strong impact, leadership and organizational impact
- Nominated for Cleo Award due to improving processes for team, customers, & new hires and proposing solutions that affect multiple teams and the business at large
- Researched, created and maintained content for internal knowledge documentation
- Wrote, edited & tagged 25+ quick responses to reduce customer handling time and customer wait time
- Optimized Al bot to address customer concerns and reduce incoming tickets by using data analyzed from
- Intercom
- Educated customers about billing, payment processing and support policies and procedures.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Responded proactively and positively to rapid change.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Maintained up-to-date knowledge of product and service changes.
Montecito Sequoia Lodge
Guest Services Specialist
06.2020 - 04.2022
Job overview
- Collaborated with other departments (housekeeping, kitchen, maintenance) to improve guest experience
- Maintained family summer camp reservation sheets, including customer details, dates of camp and room assignments
- Created reservations and sold rooms on-the-spot to visitors to improve room occupancy rate and increase profit
- Maintained accurate and up-to-date records of guest information.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Collaborated with front-of-house and housekeeping departments to facilitate smooth hotel operations.
- Provided accurate information regarding local attractions, restaurants and activities.
- Provided each guest with list of resort's upcoming activities and events upon check-in to enhance stays.
- Handled customer complaints to satisfy and retain guests.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Collaborated with team members to handle guest requirements from check-in through check-out.
The Oxford Partnership
Lead Teacher & Canvas Success Specialist
08.2019 - 05.2020
Job overview
- Introduced new software into classrooms, enhancing student comprehension and improving test scores.
- Maintained detailed records of attendance, test scores and assignment grades for each student to identify trends and rectify issues.
- Observed and recorded teacher methods to suggest improvements and increase student interest.
- Oversaw work of teaching team of 12 to optimize student education.
- Served as lead English teacher & advised other teachers of proper classroom management techniques
- Provided online learning resources to students and teachers
- Provided remote support for learning how to use Moodle and Canvas for students and teachers
- Taught 120+ students online using Zoom and online learning materials
- Served as comment moderator during Canvas training for teachers
- Provided 50+ one-on-one and small group sessions about Canvas using Zoom
- Assisted other teachers in helping their students get into exams and utilize other features on Canvas
- Maintained patience and level-headedness in diverse situations to support student development and personal growth.
Education
University of North Carolina At Wilmington, Wilmington, NC
Bachelor of Arts from English
Aspireship
Certificate from Customer Success
03.2023
Skills
- Customer Experience Improvement
- Chat Platforms
- Report Analysis
- Deliver Technical Presentations
- Continuous Quality Improvement (CQI)
- Collaboration Experience
- Client Relationships
- Customer Relationship Management
- Performance Goals
- Microsoft Office
- Interdepartmental Collaboration
- Salesforce CRM Experience
- Standard Operating Procedures Understanding
- Technical Support and Assistance
- Document and Records Management
- Cultural Awareness
- Active Listening
- Staff Training
- Training Junior Team Members
- Research
Timeline
Customer Experience Associate
Interior Define
05.2022 - 12.2022
Customer Champion I & II
Cleo AI
06.2021 - 05.2022
Guest Services Specialist
Montecito Sequoia Lodge
06.2020 - 04.2022
Lead Teacher & Canvas Success Specialist
The Oxford Partnership
08.2019 - 05.2020
University of North Carolina At Wilmington
Bachelor of Arts from English
Aspireship
Certificate from Customer Success
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