Brittany Leonard
Douglasville,GA
Summary
Professional with strong background in customer service, adept at handling client inquiries and resolving issues efficiently. Skilled in communication, problem-solving, and conflict resolution, consistently ensuring customer satisfaction. Highly adaptable, team-oriented, and results-driven, excelling in fast-paced, dynamic environments. Passionate about fostering positive customer experiences and contributing to team success.
Overview
13
13
years of professional experience
Work History
Customer Service Advocate
Carmax
Kennesaw
10.2021 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Maintained and managed customer files and databases.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
CEO
Fashion Amouree
Douglasville
10.2012 - Current
- Developed key operational initiatives to drive and maintain substantial business growth.
- Managed partnerships and strategic business relationships by negotiating contract terms and handling conflicts.
- Cultivated forward-thinking, inclusive, and performance-oriented business culture to lead industry in innovation and push progress.
- Built productive relationships with industry partners and competitors to support strategic business objectives.
- Coached and guided senior managers to improve employee job satisfaction and achieve higher performance levels.
- Updated business processes, products and team makeups to generate more business opportunities and cater to audience needs.
- Identified new revenue generation opportunities to maximize bottom-line profitability.
- Negotiated with suppliers and delivery workers and ordered materials according to forecasted customer demand.
- Made large-scale financial decisions and supervised company spending to reduce material losses and maximize profits.
- Created succession plans to provide continuity of operations during leadership transitions.
- Oversaw divisional marketing, advertising and new product development.
Insurance Claims Adjuster
Rhino Insurance
California
02.2019 - 11.2021
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
- Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
- Examined claims forms and other records to determine insurance coverage.
- Verified insurance claims and determined fair amount for settlement.
- Answered customer questions regarding deductibles.
- Prepared summaries of damage, payments, and policy coverage.
- Trained other claims staff members on proper handling and evaluation of injury claims.
- Documented all investigation activity and presented reports to management.
- Negotiated with policyholders and claimants to reach mutually satisfactory resolutions.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Interviewed agents and claimants to correct errors or omissions and investigate questionable claims.
- Followed up on potentially fraudulent claims initiated by claims representatives.
- Resolved complex, severe exposure claims using high service oriented file handling.
Education
Hs Diploma -
Warren G Harding
Warren, OH06.2008
Skills
- Call center experience
- Administrative support
- Data collection
- Computer proficiency
- Complaint resolution
- Appointment setting
- Technical support
- Account management
- Multi-line phone talent
- Escalation management
- Credit card processing
- Policy review
Timeline
Customer Service Advocate
Carmax
10.2021 - Current
Insurance Claims Adjuster
Rhino Insurance
02.2019 - 11.2021
CEO
Fashion Amouree
10.2012 - Current
Hs Diploma -
Warren G Harding