Brittany Lopez
Remsen,NY
Summary
Proficient with superior work ethic and expertise in working from scripted responses to resolve customer problems. Driven and responsible with adaptable, solution-oriented nature. Excellent conflict mediator and efficient multitasker. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
7
7
years of professional experience
Work History
Customer Service Agent
Best Buy
Oneida, NY
11.2020 - Current
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Provided primary customer support to internal and external customers.
- Contributed to company achieving and holding industry-leading customer service ratings.
- Interfaced with airlines, shipping, trucking and related carriers to understand requirements and track shipments.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Recommended products to customers and suggested other options if preferred product was unavailable.
Virtual Administrative Assistant
Briggs & Stratton
Rome, NY
03.2014 - 11.2015
- Analyzed and compiled data to prepare comprehensive reports for management.
- Executed travel arrangements by researching and booking flights and accommodations.
- Completed administrative tasks by performing business correspondence, transcription and data entry.
- Conferred with customers by telephone, chat or email to provide information about [Product or Service].
- Managed electronic and paper filing systems by updating paperwork, maintaining documents and accurately recording information.
- Answered and screened calls to provide information, schedule appointments and take detailed messages.
- Performed research to collect and record industry data.
- Maintained clean reception area to promote positive, professional environment for clients.
- Developed recordkeeping systems for employee records and company documents to optimize operations and reduce project lags.
Bank Teller
KeyBank
Utica, NY
07.2007 - 01.2011
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Educated customers on use of banking website and mobile apps.
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Assisted customers with compromised debit cards and issued new credentials.
Education
Bachelor of Arts - Accounting And Business Management
SUNY At Buffalo
Buffalo, NYAssociate of Arts - Advertising And Marketing
SUNY At Buffalo
Buffalo, NY06.2012
Skills
- Customer Retention Strategies
- Multitasking and Prioritization
- Data Entry and Maintenance
- Upselling Products and Services
- POS Systems and Ordering Platforms
- Creative Problem Solving
- Calm and Professional Under Pressure
- Responding to Difficult Customers
- Upbeat and Positive Personality
- Verbal and Written Communication
- CRM Software
- Order and Refund Processing
- Courteous with Strong Service Mindset
- Customer Account Management
- Building Customer Trust and Loyalty
- De-escalation Techniques
- Customer Data Confidentiality
- Issue and Complaint Resolution
- Efficient and Detail-Oriented
- Understanding Customer Needs
- Establishing and Maintaining Customer Relationships
- Microsoft Exchange
- Merchandise Orders and Exchanges
- Regulatory Compliance
- Business Development
- Oracle EnterpriseOne
- Billing Adjustments and Refunds
- Multi-Line Phone Systems
- Raiser's Edge
- Invoice Preparation and Processing
- Document and Records Management
- Cultural Awareness and Sensitivity
- Database Management
- Promoting Brand and Company Identity
- Membership Inquiries and Renewals
- Excellent Attention to Detail
- Team-Oriented and Cooperative
- Proficiency in Microsoft Office and G Suite
- Complex Product Knowledge
- Refunds and Returns Management
- Strong Analytical and Problem Solving Skills
- Sales Report Generation
- Microsoft Office Suite
- Time Management
- Administrative and Office Support
Websites
Timeline
Customer Service Agent
Best Buy
11.2020 - Current
Virtual Administrative Assistant
Briggs & Stratton
03.2014 - 11.2015
Bank Teller
KeyBank
07.2007 - 01.2011
Bachelor of Arts - Accounting And Business Management
SUNY At Buffalo
Associate of Arts - Advertising And Marketing
SUNY At Buffalo