Brittany Jones
Southaven
Summary
Dedicated Customer Success Agent with a proven track record of managing high-volume interactions and achieving 85 customer contacts daily. Known for exceptional problem-solving and adaptability, ensuring enhanced customer satisfaction and streamlined resolutions.
Overview
15
15
years of professional experience
Work History
Chat/Email Support Representative - Remote
Milwaukee Tool
01.2022 - Current
- Acts as a dedicated and empowered Customer Success Agent supporting Independent Contractors (IC) and End-User channels.
- Managed high-volume customer interactions via phone, email, and chat, ensuring exceptional service standards and positive customer experiences.
- Achieved a daily goal of 85 customer interactions and calls.
- Acted as a customer advocate by personalizing the customer experience and reducing customer effort during the resolution process.
- Analyzed customer concerns to deliver timely, accurate, and effective solutions, enhancing customer satisfaction.
- Demonstrates strong knowledge of Milwaukee Tool products, services, warranties, and company policies.
- Collaborates cross-functionally with Sales, Technical Support, Warranty, Logistics, and other departments to achieve first-contact resolution whenever possible.
- Recorded customer interactions, case details, and resolutions in company systems, contributing to accurate data tracking and reporting.
- Provides support for order management, special quotes, product inquiries, warranty claims, and account-related concerns.
- Utilizes multiple business systems and platforms, including CRM, Genesys Cloud, Oracle, Kronos, Microsoft Excel, Outlook, and other customer service and reporting tools to manage customer interactions, case documentation, workforce management, and operational reporting.
- Adapts quickly to changing business needs while effectively managing multiple communication channels and priorities.
Customer Service & Tech Support - Remote
Sykes Home Enterprise
Remote
07.2019 - 01.2022
- Provided technical support via phone, email, chat, and social media.
- Resolved customer inquiries, account issues, and product-related concerns.
- Troubleshot software, hardware, and system compatibility issues.
- Maintained accurate customer records and documented support cases to ensure seamless service delivery.
- Escalated complex issues and ensured timely resolution.
- Created user guides and technical documentation to enhance user experience and reduce support inquiries.
- Supported reporting and auditing processes while contributing to continuous improvement initiatives.
- Maintained confidentiality of customer and company information.
Customer Service Representative - Remote
TTEC
Remote
06.2019 - 09.2019
- Resolved complaints, de-escalated customer concerns, and routed calls to appropriate departments.
- Resolved complaints and de-escalated customer concerns, ensuring timely routing to appropriate departments for efficient issue resolution.
- Updated customer records and documented interactions to maintain accurate information for future reference.
- Processed service requests and supported credit card authorization inquiries to facilitate seamless customer transactions.
Customer Service Representative
Tower Loan
Ridgeland, MS
04.2011 - 04.2019
- Managed customer accounts, processed loan applications, and conducted credit investigations to support informed lending decisions.
- Assisted customers in person and over the phone with account inquiries and payment processing, resolving issues efficiently to enhance customer satisfaction.
- Managed customer accounts, loan applications, and credit investigations.
- Executed collections activities through phone, written correspondence, and customer visits, ensuring timely resolution of outstanding accounts.
- Processed loan and automotive documentation while ensuring accuracy and compliance.
- Maintained cash drawers, processed deposits, and managed petty cash.
- Trained and supported new employees on company procedures and customer service standards.
- Prepared reports, maintained office records, and handled clerical and administrative duties.
Education
Associate of Arts -
Holmes Community College
Goodman, MSSkills
- TECHNICAL SKILLS
- Customer Service Excellence
- CRM Systems
- Case Management Systems
- Workforce Management
- Genesys Cloud
- Multi-Line Phone Systems
- Technical Troubleshooting
- Oracle
- Kronos
- Typing Accuracy PROFESSIONAL SKILLS
- Customer Engagement
- Problem Solving
- Analytical Thinking
- Time Management
- Multitasking
- Team Collaboration
- Leadership
- Verbal Communication
Languages
English
Timeline
Chat/Email Support Representative - Remote
Milwaukee Tool
01.2022 - Current
Customer Service & Tech Support - Remote
Sykes Home Enterprise
07.2019 - 01.2022
Customer Service Representative - Remote
TTEC
06.2019 - 09.2019
Customer Service Representative
Tower Loan
04.2011 - 04.2019
Associate of Arts -
Holmes Community College