Summary
Overview
Work History
Education
Skills
Accomplishments
Work Availability
SoftwareEngineer
Brittany Marshall

Brittany Marshall

Customer Support Ambassador
Palm Bay,Florida

Summary

Diligent lead Customer experience specialist and technical support advisor that brings top skills in, communication, conflict resolution, troubleshooting support, and marketing strategies. Recognized for personalizing each interaction with clients and customers, with the ability to establish common ground with individuals from all different cultures backgrounds and communication styles. Consistently performing in the top tier by always demonstrating honesty, integrity, and professionalism. Motivated in delivering exemplary support from start to finish that is necessary for trust building and brand loyalty. Committed to contributing to company’s success goals.

Overview

17
17

Years of professional development

Work History

Consumer Marketing Consultant

Percepta LLC/Teletech Holdings
03.2022 - Current
  • Engaged with customers through live chat, email, and phone with the goal of building and maintaining brand loyalty and ensuring they feel satisfied with the support experience from start to finish
  • Technical support for customers account issues and client's website, as well as assisting with battery electrical vehicles troubleshooting, including the charging network and software updates
  • Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
  • Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
  • Created and developed detailed work plans to meet business priorities and deadlines.
  • Improved client satisfaction by effectively managing multiple projects and consistently meeting deadlines.
  • Assisted clients in navigating complex industry challenges, offering expert guidance and strategic recommendations.
  • Conducted thorough market research and analysis, providing valuable insights for client decisionmaking.
  • Automated system e-commerce features to improve client sales.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Generated reports detailing findings and recommendations.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Developed effective improvement plans in alignment with goals and specifications.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Evaluated staff performance and provided coaching to address inefficiencies.

Customer Service Technical Support Team Lead

Concentrix-USA
02.2020 - 05.2022
  • Set attainable daily, weekly and monthly goals and game plans for the billing and technical support department
  • Executed on-time and under budget project management to resolve complex issues in reference to any trending contact drivers as well as, advisors support needs
  • Led team engagement to assist cross-functional departments and achievements
  • Enforcing company privacy and nondisclosure policies.
  • Collaborated with cross-functional teams to identify areas for system improvements and implement necessary changes.
  • Provided ongoing mentorship and coaching to less experienced team members, fostering their professional development.
  • Conducted regular performance evaluations for team members, providing constructive feedback and guidance on professional growth opportunities.
  • Led a team of technical support specialists, ensuring efficient issue resolution and timely customer followups.
  • Created detailed reports on team performance metrics, presenting valuable insights to senior management during quarterly reviews.
  • Established clear performance benchmarks, motivating team members to consistently exceed expectations.
  • Managed daily operations of the technical support department, ensuring full compliance with company policies and procedures.
  • Monitored systems in operation and quickly troubleshot errors.
  • Configured hardware and granted system permissions to new employees.
  • Generated reports to track performance and analyze trends.
  • Offered assistance in implementing and developing training programs.

Senior Technical Support Advisor

Concentrix, A SYNNEX Corporation
07.2017 - 02.2020
  • Assisted over 20 customers and advisors daily with their escalated needs and concerns via phone, email, and web chat
  • Coordinated internally with operations and logistics to maintain knowledge of new company products
  • Used quality assurance and operational data to ensure accuracy of customer scripts and resource utilization, enforcing accurate case handling of escalated customers and/or complex issues
  • Successfully multitasked while navigating various functions of the company's service management system and back-office programs that ensured all documentation and resources are accurate and up to date
  • Demonstrate advanced communication skills by recognizing each customer's communication style and adapting accordingly
  • Expert troubleshooting strategies, including asking questions that align with the customer's skill level to isolate the issue
  • Analyzed trends in support requests to proactively address recurring issues through improved documentation and user education.
  • Developed comprehensive knowledge base articles, reducing repeat customer inquiries and improving self-service options.
  • Served as a liaison between customers and engineering teams, facilitating effective communication and swift problem resolution.
  • Increased customer satisfaction by resolving complex technical issues promptly and efficiently.
  • Created customized troubleshooting guides for unique client environments, promoting more accurate problem diagnosis and resolution efforts within the team.
  • Implemented quality assurance measures for support interactions, resulting in consistently positive customer feedback scores.
  • Championed the adoption of new technologies within the support team, driving efficiency improvements and enhancing overall service delivery.
  • Presented at industry conferences on best practices in technical support management, showcasing company expertise in the field.
  • Enhanced team productivity by providing mentoring and training to junior technical support advisors.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Installed and configured operating systems and applications.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Researched and identified solutions to technical problems.
  • Tested new software and hardware prior to deployment.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.

Education

Associate Of Arts - Communication studies

Brevard Community College
03.2012

Skills

  • Working efficiently within a remote setting
  • Microsoft team
  • Excelled written and verbal communication
  • Call And chat Center Environments
  • Extensive training with iOS and iMacOs systems
  • Detail orientated
  • 55 wpm typing speed
  • Google Suite
  • Microsoft office
  • Rapport building
  • Critical thinking
  • Adaptive Communication
  • Mastery soft skills
  • Powerpoint
  • Customer experience ambassador
  • Quality assurance
  • Detailed case documentation
  • Expert im the market of new vehicle purchases
  • Case management
  • Problem-Solving
  • Team Leadership & Development
  • Integrity and Honesty
  • Analytical Thinking
  • Strategic Planning
  • Issue Resolution
  • Customer Relationship Management
  • Client Engagement
  • Continuous Improvement
  • Client rapport
  • Project Implementation
  • Analysis & Evaluation
  • Best Practices Implementation
  • Organizational Development
  • Cultural Awareness
  • Research and Development
  • Performance Tracking
  • Management Coaching
  • Subject Matter Expert
  • Resource Evaluation
  • Configuration Management
  • Resource Allocation
  • Market Penetration
  • Cloud Computing
  • Cost Analysis
  • Go-to-Market Strategies
  • Server Management
  • Idea Development and Brainstorming
  • Improvement plan knowledge
  • Logistics Coordination
  • Issue Research

Accomplishments

Diverse experience with world wide brands including Apple, Ford Motor Company, TurboTax, and McDonalds Corporation.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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