Brittany Patterson
Simpsonville,SC
Summary
High motivated individual bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
22
22
years of professional experience
Work History
Remote Customer Service Representative
Verizon Wireless
Simpsonville, SC
12.2018 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues on a daily basis.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Assisted team in Slack Messaging System by answering questions while taking calls.
- Assisted with overflow Prepaid calls.
- Gained leadership skills by conducting peer to peer coaching and followed up to positive results.
- Year over year ranked as a Leading employee exceeding jobs goals and targets.
- Experienced in Excel by tracking team daily goals as Digital Ambassador.
- Adapted to business changes throughout 2020 and maintained a Leading rating.
- Received You Rock Award in May, 2021.
- Was selected to provide real time system issue feedback in a private messaging channel during a new system roll out.
- August, 2021 - Selected to be a member of the Culture and Engagement Crew based on positive and motivating attitude.
- Selected on 3 occasions in 2021 to meet in Focus Groups with Tanya Johnson, Vice President to talk about system issues and ideas.
- January, 2022 -Conducted team meeting and team training on 5G Resource Center to ensure team with confident with new 5G rollout.
Owner
Southern Trends Boutique
Simpsonville, South Carolina
08.2018 - Current
- Promoted business via social media to generate leads and maximize brand identity for online only boutique.
- Fulfilled customer shipping needs by completing all purchase orders and customer invoices.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Provided exceptional customer service to customers with high quality products, increasing sales 36% in 2021 from 2020.
- Created and designed website to increase sales and efficiency.
Customer Relations Representative - Project
Verizon Wireless
Greenville, South Carolina
04.2016 - 10.2017
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Digital Ambassador -Acted as a SME for the My Verizon App and Website.
- Selected to assist teams in supervisor's absences time over time.
- Met customer call guidelines for service levels, handle time and productivity.
- Conducted trainings to teams on new system updates and policy changes.
Customer Service Advocate
Verizon Wireless
Greenville, South Carolina
07.2015 - 12.2018
- Promoted from Specialist to Advocate taking on more complex calls.
- Point of contact in supervisors absence.
- Performed team meetings and huddles.
- Provided peer development with peer to peer coaching
- Worked with advanced systems- EMS, Impact 360, Call Tracker Tool, and Medallia -Supported new hires by providing real time support while listening to calls side by side.
- Consistently in top 15% in the call center month over month.
Customer Service Specialist
Verizon Wireless
Greenville, South Carolina
12.2014 - 07.2015
- 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.
- Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
Shift Supervisor
CVS Pharmacy
Greenville, South Carolina
06.2012 - 12.2014
- Completed store opening and closing procedures and balanced tills.
- Applied security, safety and loss prevention strategies during shifts.
- Trained new employees and delegated daily tasks and responsibilities.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
- Performed various pharmacy operational activities with strong commitment to accuracy, efficiency and service quality.
- Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales.
Assistant Manager
Pizza Hut
Greenville, South Carolina
12.2006 - 12.2013
- Worked as a cook and was quickly promoted to Shift Manager and then to Assistant Manager.
- Trained and developed employees to provide excellent service with a sense of urgency.
- Provided excellent customer service by having products delivered within 35 minutes and carryout orders within 15 minutes.
- Motivated staff to create a clean, enjoyable environment
- Assisted with interviewing and hiring process.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
Education
Associate of Business Administration - Office Technology
Greenville Technical College
Greenville, SC 05.2013
Skills
- Building Customer Trust and Loyalty
- Efficient and Detail-Oriented
- First-Tier Technical Support
- Business Leadership
- Understanding Customer Needs
- Issue and Complaint Resolution
- Verbal and Written Communication
- Calm and Professional Under Pressure
- Multitasking and Prioritization
- Creative Problem Solving
- Upbeat and Positive Personality
- Time Management
Timeline
Remote Customer Service Representative
Verizon Wireless
12.2018 - Current
Owner
Southern Trends Boutique
08.2018 - Current
Customer Relations Representative - Project
Verizon Wireless
04.2016 - 10.2017
Customer Service Advocate
Verizon Wireless
07.2015 - 12.2018
Customer Service Specialist
Verizon Wireless
12.2014 - 07.2015
Shift Supervisor
CVS Pharmacy
06.2012 - 12.2014
Assistant Manager
Pizza Hut
12.2006 - 12.2013
Associate of Business Administration - Office Technology
Greenville Technical College