Brittany Leonard
Summary
Results-oriented Customer Service Representative skilled in providing efficient support in fast-paced environments. Expertise in diagnosing technical issues and guiding customers through troubleshooting, ensuring timely resolutions. Strong communication and interpersonal skills enhance customer experience. Experienced in utilizing CRM systems and maintaining accurate records.
Overview
8
8
years of professional experience
Work History
Customer Experience Specialist
RANSTAD STAFFING AGENCY
09.2022 - Current
- Engaged with customers to identify needs, resolve issues, and provide product information, fostering positive relationships.
- Responded to customer inquiries across phone, email, chat, and social media platforms, ensuring timely and effective communication.
- Analyzes customer feedback and complaints to identify areas of improvement in the customer experience process.
- Developed customer service policies and procedures that enhanced customer satisfaction and streamlined service delivery.
Customer Service Representative
XFINITY COMCAST
09.2021 - 09.2022
- Generated sales through outbound cold calling and lead follow-up, employing various techniques to engage potential customers.
- Sell Comcast Internet, Voice and TV services to small and mid-sized businesses to new and existing customers.
- Met and exceeded all assigned sales quotas and achieved targeted customer experience scorecard metrics.
- Managed customer interactions through lead generation and pipeline management, utilizing effective communication and strong listening skills.
- Consulted with business customers on their business applications, solicited referrals for potential new prospects and closed web leads.
Technical Support Representative
LOWES HOME IMPROVMENT
10.2018 - 09.2021
- Delivered technical assistance to customers via phone, email, and chat, enhancing user experience.
- Documented customer interactions and transactions to support service quality and issue resolution.
- Proposed enhancements to existing products and services based on customer feedback and interactions.
- Identified potential areas for improvement in existing products or services.
Education
HIGH SCHOOL DIPLOMA -
Fort Pierce Central High School
Fort Pierce, FLSkills
- CRM platforms
- Zendesk
- Salesforce
- Data entry
- Data collection
- Data accuracy
- Data completeness
- Process improvement
- Compliance (HIPAA)
- Regulatory compliance
- Complaint investigation
- Complaint resolution
- Customer data confidentiality
- Customer service excellence
- Retention strategies
- Customer outreach
- Relationship management
- Microsoft Excel
- Google Sheets
- Database management systems
- Tech savvy
- Analytical skills
- Problem-solving skills
- Attention to detail
- Accuracy
- Task prioritization
- Deadline management
- Multitasking
- Workload prioritization
- Organizational skills
- Collaborative team member
- Fast-paced environment
- Written communication
- Verbal communication
- Remote work
- Conflict resolution
- Task-oriented
- Data completeness
Timeline
Customer Experience Specialist
RANSTAD STAFFING AGENCY
09.2022 - Current
Customer Service Representative
XFINITY COMCAST
09.2021 - 09.2022
Technical Support Representative
LOWES HOME IMPROVMENT
10.2018 - 09.2021
HIGH SCHOOL DIPLOMA -
Fort Pierce Central High School