Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
Work Preference
Generic
BRITTANY MORRIS

BRITTANY MORRIS

Customer Service Representative
Stillwater,OK

Summary

Seasoned Support Specialist with a proven track record at Netflix, enhancing customer satisfaction and streamlining support processes. Skilled in Remote Support and empathetic customer service, I've led teams to achieve significant improvements in efficiency and problem-solving. Expert in technical troubleshooting and fostering positive client relationships, my approach has consistently elevated user experience and team performance.

Overview

13
13
years of professional experience

Work History

Support Specialist

Netflix
12.2021 - Current
  • Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
  • Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
  • Enhanced user experience by providing comprehensive troubleshooting guidance for various software and hardware systems.
  • Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
  • Utilized ticketing system to track customer requests and prioritize urgent needs.
  • Delivered exceptional remote support services by leveraging advanced diagnostic tools and methodologies.
  • Reduced downtime by proactively identifying and addressing system vulnerabilities before they impacted users.
  • Conducted regular follow-ups with customers to ensure their issues were fully resolved and to gather feedback for service improvement.
  • Assisted in deployment of software updates to improve system functionality and user experience.
  • Improved team morale and cohesion by initiating regular team-building activities and feedback sessions.
  • Assisted in development of system security protocols.
  • Installed, configured and maintained computer systems and network connections.
  • Maintained servers and systems to keep networks fully operational during peak periods.

Customer Support Team Lead

Liberty Mutual
01.2022 - 06.2024
  • Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
  • Streamlined support processes for improved efficiency and reduced response times.
  • Analyzed performance metrics to identify areas for improvement and develop action plans accordingly.
  • Championed a positive work environment that encouraged employee motivation, engagement, and retention.
  • Implemented training programs to enhance team knowledge and performance, resulting in higher customer satisfaction rates.
  • Collaborated with accounting department to review, update and improve financial processes to achieve revenue goals.
  • Corrected customer order inconsistencies to support accounting with accurate financial reporting.
  • Analyzed reports, surveys and vendor relations and completed support assessments to improve first call resolution.
  • Conducted progress and development meetings with support staff to enforce updates to company goals and policies.
  • Drove change and improvement for customer support team by identifying enhancements and forwarding suggestions to senior leadership.
  • Hosted forums for current and prospective customers to share concerns, thoughts and ideas.
  • Reduced accounting errors by leveraging Software for invoice reporting and financial processes.
  • Led and executed customer support team strategy to reach company support goals.
  • Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance.

Sales Coordinator

Walmart
03.2019 - 12.2021
  • Worked closely with the sales team to prioritize tasks, set goals, and allocate resources efficiently; resulting in increased productivity and revenue.
  • Maintained accurate records of all sales activities, including contracts, proposals, quotes, follow-ups, and customer communications.
  • Streamlined sales processes for improved efficiency and customer satisfaction.
  • Increased sales revenue by establishing strong relationships with clients and identifying new business opportunities.
  • Organized trade shows, conferences, and networking events to increase brand exposure and generate leads.
  • Coordinated product demonstrations to showcase key features for sales prospects.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.
  • Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
  • Implemented systems and procedures to increase sales.
  • Compiled and analyzed data to determine approaches to improve sales and performance.
  • Prepared sales presentations for clients showing success and credibility of products.

Customer Care Representative

Bank of America
10.2016 - 02.2019
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Navigated multiple computer systems and applications to find information.
  • Streamlined call response times for improved customer experience through effective communication techniques.
  • Utilized CRM systems to accurately track customer interactions and update account information.
  • Logged call information and solutions provided into internal database.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.

Customer Service Representative

Comcast
04.2012 - 09.2016
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Education

Associate In Engineering Technology - Computer And Information Systems Security

Post University
Waterbury, CT

High School Diploma - Computer And Information Systems

Sol. C. Johnson High
Savannah, GA
05.2011

Skills

  • Remote Support
  • Support Services
  • Customer Relationship Management
  • Training and coaching
  • Recordkeeping skills
  • Technical assistance
  • Incident Management
  • Empathy and patience
  • Activity Planning
  • Software expertise
  • Escalation Handling
  • Operating System Knowledge
  • Service Desk Operations
  • Data Collection
  • Knowledge management
  • Data Compiling
  • Telecommunications Knowledge
  • Ticket management
  • Security Protocols
  • Hardware troubleshooting
  • Application installations
  • Call Management
  • Application support
  • Cost-benefit analysis
  • Mobile Device Support
  • Helpdesk operations
  • Teamwork and Collaboration
  • Customer Service
  • Problem-Solving
  • Organizational Skills
  • Attention to Detail
  • Friendly and Patient
  • Highly Professional
  • Collaborative Team Player
  • Customer Communication and Empathy
  • Interpersonal Skills
  • Active Listening
  • Technical Troubleshooting
  • Employee Computer Support
  • Help Desk Support
  • Staff education and training
  • Call Center Operations
  • Customer service expert
  • Project Coordination
  • Microsoft Windows and Office
  • Remote Technical Support
  • Customer Needs Assessment
  • Incoming Call Management
  • Creative Issue Resolution
  • User Training
  • Desktop support
  • Online Chat Support
  • Device Installation
  • Access Management Software
  • Software Evaluation
  • Mac systems
  • System Performance Assessments
  • Workforce Planning
  • Computer Diagnostics
  • User Support
  • Service Desk Team Management

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Customer Support Team Lead

Liberty Mutual
01.2022 - 06.2024

Support Specialist

Netflix
12.2021 - Current

Sales Coordinator

Walmart
03.2019 - 12.2021

Customer Care Representative

Bank of America
10.2016 - 02.2019

Customer Service Representative

Comcast
04.2012 - 09.2016

Associate In Engineering Technology - Computer And Information Systems Security

Post University

High School Diploma - Computer And Information Systems

Sol. C. Johnson High

Work Preference

Work Type

Full TimePart TimeContract WorkGig Work

Location Preference

Remote

Important To Me

Work-life balanceCareer advancementCompany CultureWork from home optionTeam Building / Company Retreats401k matchStock Options / Equity / Profit SharingPaid time offFlexible work hoursHealthcare benefitsPaid sick leave

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BRITTANY MORRISCustomer Service Representative