Brittany James
Houston,TX
Summary
Dedicated customer service professional with strong problem resolution skills, enhancing customer satisfaction and loyalty through effective communication and active listening.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Medline Industry
Katy, TX
01.2023 - 01.2026
- Resolved customer inquiries and issues through effective communication and problem-solving strategies.
- Managed high-volume call traffic while maintaining quality service standards and ensuring customer satisfaction.
- Trained new team members on company policies, procedures, and customer service best practices.
- Collaborated with cross-functional teams to improve service delivery processes and enhance operational efficiency.
- Analyzed customer feedback to identify trends, contributing to process improvements and enhanced client experiences.
- Developed training materials aimed at enhancing team performance and knowledge retention among staff members.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Assistant Store Manager
Walgreens Boots Alliance
Houston, TX
02.2015 - 12.2022
- Oversaw daily store operations, ensuring compliance with company policies and standards.
- Trained and mentored staff on customer service excellence and product knowledge.
- Implemented inventory management strategies to optimize stock levels and reduce shrinkage.
- Analyzed sales data to identify trends, driving targeted promotions and merchandising strategies.
- Developed and maintained strong relationships with vendors to negotiate favorable terms.
- Executed loss prevention initiatives, resulting in improved security measures across the store.
- Enhanced customer experience by resolving issues promptly and effectively managing feedback channels.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Facilitated team meetings to enhance communication and align on store objectives.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Created and maintained safe and secure work environments for employees.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Analyzed customer feedback and implemented strategies to improve customer experience.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
Education
High School Diploma -
St. Michaels
Houston, Tx05-2016
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Customer relations
- Relationship building
- Call center experience
- Computer proficiency
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Product knowledge
- Call management
- Scheduling
- Follow-up skills
- Paperwork processing
- Appointment scheduling
- Order processing
- Documentation
- De-escalation techniques
- Technical support
- Live chat support
- Filing
- Dispute resolution
- Spreadsheets
- Reading comprehension
- Account updating
- Shipping and logistics
- Escalation management
- Quality assurance controls
- Call triaging
- Receiving support
- Warranty service
- Travel planning
Timeline
Customer Service Representative
Medline Industry
01.2023 - 01.2026
Assistant Store Manager
Walgreens Boots Alliance
02.2015 - 12.2022
High School Diploma -
St. Michaels