Brittany Nelson
Atlanta,GA
Summary
Results-oriented Customer Operations Professional experienced in managing complex client interactions and swiftly resolving issues. Achieved operational efficiency through effective coordination of sales consultant schedules and in-depth product knowledge, fostering strong customer relationships and consistently meeting productivity standards. Focused on driving team success and enhancing service delivery in future roles.
Overview
12
12
years of professional experience
Work History
Sr. Customer Service Rep, Home Depot
Home Depot VAST
06.2018 - Current
- Coordinated payment processing for finalized deals, ensuring accuracy and timeliness.
- Facilitated inbound/outbound communications with sales personnel and clients to resolve inquiries.
- Managed sales consultant schedules according to established guidelines to optimize team availability.
- Orchestrated payment processing for finalized deals.
- Trained new hires on systems, departmental procedures, and daily responsibilities to support onboarding.
- Assisted my supervisor with daily team operations and assigned tasks.
- Identified system errors and reported issues to support troubleshooting and resolution.
Benefits Specialist
Northgate Arinso Inc
01.2017 - 01.2018
- Coordinated accounts receivable and collections for state employees, ensuring timely resolution of outstanding payments.
- Streamlined medical, dental and vision benefits processing.
- Enhanced customer interactions through effective management of inbound/outbound calls, addressing inquiries and resolving issues.
- Solved complex issues within the HR Department.
- Developed and maintained a comprehensive record system to streamline benefit-related documentation and improve accessibility.
Automated Logistics Specialist
United States Army
01.2016 - 12.2017
- Managed costs and parts efficiently
- Checked and confirmed received quantities accurately
- Improved efficiency of operations through analysis
Customer Service Representative
Alorica
01.2015 - 01.2016
- Resolved customer billing inquiries, improving overall customer satisfaction.
- Addressed escalated customer complaints, achieving high levels of satisfaction.
- Rectified account discrepancies, streamlining customer experience.
- Mastered Verizon Wireless products and services to assist customers effectively.
Education
Bachelor of Arts - Applied Behavior Science
The University of Arizona Global Campus
Tucson, AZ06.2028
Skills
- Manage cost
- Customer support
- Complaint resolution
- Benefits administration
- Handle complaints
- Account management
- Credit card processing
- Data management
- Database management
- Complaint handling
- Account inquiries
- Managing calls
- Data organization
- Oral communication
- Client support
- Issue resolution
- Service quality monitoring
- Transaction processing
- Product knowledge
- Conflict management
- Payment verification
- Conflict resolution
- Call handling
- Escalation handling
- Document analysis
- Cross-department collaboration
- Call center operations
Accomplishments
- Advanced to a Senior position during the onboarding training process.
- Invited to join another department after demonstrating strong performance during a support assignment.
- Selected to participate in multiple pilots involving new systems and processes.
- Received multiple recognitions for strong performance and contributions to the team.
Timeline
Sr. Customer Service Rep, Home Depot
Home Depot VAST
06.2018 - Current
Benefits Specialist
Northgate Arinso Inc
01.2017 - 01.2018
Automated Logistics Specialist
United States Army
01.2016 - 12.2017
Customer Service Representative
Alorica
01.2015 - 01.2016
Bachelor of Arts - Applied Behavior Science
The University of Arizona Global Campus
Personal Information
Experienced professional pursuing a Bachelor of Arts in Applied Behavioral Science, with strengths in training, problem-solving, and team support. Experienced in onboarding new hires, assisting supervisors, identifying system issues, and participating in pilot programs. Seeking opportunities to apply these skills in roles focused on supporting people and improving processes.