Brittany Reed
Baton Rouge,LA
Summary
Accomplished in enhancing customer satisfaction and team efficiency, my tenure at Cox Communications honed my problem-solving and people management skills. Expert in remote support and adept at fostering positive client relationships, I consistently contributed to service quality improvements and operational excellence, embodying customer service excellence and adaptability.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Support Specialist I - Technical
Cox Communications
12.2015 - Current
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing, troubleshooting and resolving complex issues promptly and professionally.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Tested new software pilots and hardware prior to deployment when working with special teams.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
Customer Support Specialist II- Residential CAG
Cox Communications
12.2015 - Current
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Resolved customer complaints and escalations with empathy and patience, restoring client confidence in the company.
- Diagnosed and troubleshot hardware, software and network issues across multiple systems, scheduling home visits with technicians for further resolution as needed
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
Assistant Group Home Manager
Westside Habilitation Center
03.2012 - 02.2015
- Developed strong relationships with family members of residents, providing regular updates on progress and addressing any concerns promptly.
- Contributed to the development of resident life skills by providing guidance and assistance with daily living tasks, such as meal preparation and grocery shopping.
- Managed daily operations of the group home, ensuring compliance with state regulations and maintaining a safe living environment for residents.
- Trained new staff members in group home policies and procedures, contributing to a knowledgeable and consistent team.
- Supported residents'' physical health by coordinating medical appointments and follow-up care as required by their individualized health plans.
- Facilitated conflict resolution among residents by mediating disputes and implementing appropriate interventions when necessary.
- Enhanced communication between staff and residents through regular meetings, leading to stronger relationships and trust.
- Assisted Group Home Manager in managing employee scheduling efficiently while minimizing overtime expenses.
- Assisted Group Home Manager with budgetary planning for the residence, ensuring sufficient resources were available for quality care provision.
- Implemented behavior management strategies in collaboration with clinical teams, resulting in improved resident interactions within the group home environment.
Customer Service Representative
StarTek
04.2010 - 03.2011
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Addressed customer inquiries to ensure satisfaction and foster positive customer service experience.
Human Resources Specialist
Corporate Green, LLC
01.2009 - 04.2010
- Efficiently managed personnel files, maintaining confidentiality while keeping records up-to-date and organized.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Assisted in payroll processing to ensure timely delivery of paychecks to all employees.
- Facilitated open lines of communication between management and staff, fostering a positive work environment.
Education
Southern University And A&M College
Baton Rouge, LAHigh School Diploma -
Grant High School
Dry Prong, LA05-2005
Skills
- Remote support, Live chat support and Call center experience
- Live chat support
- Ticket management
- Multitasking and Problem-solving abilities
- Team Oriented personality
- Adaptability and Reliability
- People Management Skills
- Customer service excellence
- Email management
- Quality Assurance
Certification
- CPR/AED Certification
- Chauffeur's License
Timeline
Customer Support Specialist I - Technical
Cox Communications
12.2015 - Current
Customer Support Specialist II- Residential CAG
Cox Communications
12.2015 - Current
Assistant Group Home Manager
Westside Habilitation Center
03.2012 - 02.2015
Customer Service Representative
StarTek
04.2010 - 03.2011
Human Resources Specialist
Corporate Green, LLC
01.2009 - 04.2010
- CPR/AED Certification
- Chauffeur's License
Southern University And A&M College
High School Diploma -
Grant High School
Similar Profiles
Molly HudlowMolly Hudlow
Senior Product Manager at Cox Communications, Cox MediaSenior Product Manager at Cox Communications, Cox Media
Tatyanna RodriguezTatyanna Rodriguez
Solution Specialist at Cox CommunicationsSolution Specialist at Cox Communications
Edmond BradleyEdmond Bradley
Construction Planner at Cox CommunicationsConstruction Planner at Cox Communications