Brittany Quick
Columbia,SC
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Customer Service Advocate
American Fidelity
07.2021 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction while interacting with Customers via Phone, Email or Chat.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Educated customers about the Supplemental products such as Disability, Accident, Insurance and Hospital policies that are offered within the Company.
- Maintained knowledge of Medical Reimbursement Accounts and provide knowledgeable responses to Customer's needs.
- Used Alegeus, SalesForce, Onbase, and Knowledge Articles to research Customer's inquiries.
Child Support Enforcement Specialist
Department Of Social Services
12.2017 - 07.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Performed case management tasks to enforce court-ordered child support obligations.
- Researched legal, financial and other records to obtain data needed to secure and enforce child support cases.
- Located parents for gaining child support and prepared records of payments.
- Processed legal documents such as summons, bench warrants, wage attachments and liens to prepare materials for trials.
- Worked in collaboration with local, state and federal departments to obtain documentary evidence and other sensitive information.
- Used PACSS and OnBase to manage and update electronic case files.
Customer Service Specialist
Department Of Social Services
06.2014 - 12.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Explained policies, procedures and instructions to parents.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of Child Support Services, providing knowledgeable responses to diverse questions.
Senior Customer Service Specialist
Convergys
10.2012 - 09.2014
- Entered customer data into system and communicated service concerns with the Order department.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Escalated issues to proper supervisors when standard processes were not effective.
- Responded to customer calls and emails to answer questions about products and services.
- Documented shipping information for orders and tracked packages when necessary.
- Assisted customers by providing tracking information and resolving shipping or merchandise issues.
- Created shipping and invoicing documents with accurate customer, destination, and materials information to meet shipper standards and identify any hazardous contents.
- Contacted customers to collect payments and verify or add to existing information, consistently providing timely, accurate and customer-oriented service.
Education
High School Diploma -
Christian Kingdom Academy
Columbia, SC05.2007
Skills
- Problem-Solving Abilities
- Microsoft Office Suite
- Medical Terminology Knowledge
- Administrative Support
- Document Control
- Decision Making
- Order Processing
- Time Management
- Multitasking
- Performance Metrics
- Organizational Skills
- Customer Relationship Management (CRM)
Timeline
Customer Service Advocate
American Fidelity
07.2021 - Current
Child Support Enforcement Specialist
Department Of Social Services
12.2017 - 07.2022
Customer Service Specialist
Department Of Social Services
06.2014 - 12.2017
Senior Customer Service Specialist
Convergys
10.2012 - 09.2014
High School Diploma -
Christian Kingdom Academy
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