Brittany Dodson
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers. Successful Care Expert with 9+ years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
9
9
years of professional experience
Work History
Care Expert
Asurion Llc
06.2022 - 08.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Navigated multiple computer systems and applications to find information.
- Maintained and managed customer files and databases.
- Analyzed customer feedback for process improvements to achieve long-term business objectives.
- Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Worked with claims adjusters and examiners to expedite processing in alignment with procedures.
- Affirmed or denied coverage fairly based on thorough investigations.
- Complied with regulations and guidelines related to claims processing to maintain quality and adherence to standards.
- Responded to customer inquiries, providing detailed explanations of insurance policies and claims processes.
- Identified and reported potential fraud or abuse related to claims to protect system's integrity.
- Verified client information by analyzing existing evidence on file.
- Prepared insurance claim forms or related documents and reviewed for completeness.
- Calculated adjustments, premiums and refunds.
- Modified, updated and processed existing policies.
- Checked documentation for accuracy and validity on updated systems.
- Collected any information about Tech products the customer would use.
- Ask questions, Tailor Offers, Explain the benefits of the product offered.
- Signed customer up for Home Warranty Plans when approved.
- Assisted customers with Insurance claims on broken, damaged, or lost and stolen devices.
Customer Relations Manager
National Pen Company
09.2014 - 12.2021
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Managed customer relations on ongoing basis to maximize customer retention.
- Liaised between customers and organization with particular focus on working with sales department.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Managed department call volume of 75 calls per day and coordinated department schedules to maximize coverage during peak hours.
- Made customers aware of current specials and new items they might like
- Produced and implemented customer satisfaction guarantee program which directly resulted in 98% increase in sales.
- Answered customer questions about pricing, quantities, and merchandise care.
- Engaged with customers to build rapport and loyalty.
- Solved customer challenges by offering relevant products and services.
- Generated new sales leads to achieve and exceed monthly sales goals.
- Listened to customer needs and desires to identify and recommend optimal products.
- Helped design Logo on customers product that fit their business.
- Sent customer samples of new items they might want to order.
- Developed strong rapport with customers and created positive impression of business.
- Assisted customer in Customer Care tickets, if items received were damaged,missing, etc.
Education
High School Diploma -
Penn Foster HighSchool
Scranton04.2023
Associate of Arts - Medical Assisting
Bryant And Stratton College
Getzville, NY03.2024
Skills
- Customer Care
- Corporate Standards
- Customer Relationship Management
- Claims Procedures
- Customer Relations
- Customer Experience
- Microsoft Office
- Inbound Customer Service
- Microsoft Teams
- Sales Quota Achievement
- Call Volume and Quality Metrics
- Computer
- Typing 43 WPM
Timeline
Care Expert
Asurion Llc
06.2022 - 08.2023
Customer Relations Manager
National Pen Company
09.2014 - 12.2021
High School Diploma -
Penn Foster HighSchool
Associate of Arts - Medical Assisting
Bryant And Stratton College
Similar Profiles
TAJA JACKSONTAJA JACKSON
Customer Service Rep at Asurion LLCCustomer Service Rep at Asurion LLC
MengJung LinMengJung Lin
Business operations manager at ASURION, LLCBusiness operations manager at ASURION, LLC
Kat Reeve MBA, CEO/CFO, MBTV Repair OwnerKat Reeve MBA, CEO/CFO, MBTV Repair Owner
Asurion Consumer Electronics Service Provider Tech at Asurion Llc, N.E.W., ServiceBenchAsurion Consumer Electronics Service Provider Tech at Asurion Llc, N.E.W., ServiceBench