BRITTANY ROBINSON
Baltimore,MD
Summary
A versatile business professional with extensive experience in customer service, marketing, creative direction, leadership, sales, and mental health. Proven ability to build strong customer-client relationships. Seeking a lasting career that leverages my diverse skill set, while offering opportunities for continued professional growth. Ready to help your company achieve its goals with my expertise and dedication.
Overview
20
20
years of professional experience
Work History
Customer Experience Expert
Comcast
White Marsh, MD
09.2014 - Current
- Retaining customers, escalations, sales, and meeting weekly metrics.
- Train and coach agents to ensure quality assurance. By providing floor support and side-by-side call listening.
- File and submit claims not limited to property damage, lost or stolen equipment, and more.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs, and resolving concerns.
- Delivered customer support via chat and phone, assisting with technical troubleshooting, billing inquiries, and service upgrades in a fast-paced environment.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Participated in community events with Comcast Cares.
- Established metrics and KPIs related to tracking performance of Customer Experience initiatives.
- Responded to customer inquiries, complaints and feedback in a timely manner.
- Investigated complex technical issues raised by customers and provided appropriate solutions.
- Completed optional training to add skills, and mandatory training to refresh skills.
Assistant Manager of Sales
T-Mobile
Baltimore, MD
02.2012 - 09.2014
- Leading morning huddles.
- On-site Training and Coaching of Employees and New Hires.
- Completing damage, repair claims, along with lost, stolen claims for devices.
- Advertising and selling at offsite locations (fairgrounds, event locations, etc.).
- Built, motivated, and led a high-performing team focused on the genuine care for the needs of every customer.
- Coached employees on upselling products, and recommending enhanced services.
Sales Leader
Verizon
Towson, Md
06.2010 - 07.2011
- Customer Service, Sales, Operations, Inventory, and Cash Handling.
- Provided onsite training. Successfully led key projects, which resulted in success and progression.
- Motivate the team, and provide daily sales tactics to meet or exceed goals.
- Coaching and training employees.
- Filing claims for lost, stolen, or damaged equipment.
Sales Rep
T-Mobile Towson
, MD
11.2009 - 02.2010
- Exceeding goals in monthly metrics.
- Sales and Customer Service.
- Completing training for education on products and services.
- Key Holder, Opening, & Closing
Bank Teller
Wachovia
Baltimore, MD
02.2008 - 08.2008
Loss Prevent Department Sup.
Babies R\' Us
Towson, MD
01.2007 - 03.2008
Front Office Assistant
Dr. Samuel L. Banks High School
Baltimore, MD
08.2005 - 06.2006
Education
High School Diploma -
Samuel L Banks
Baltimore, MD06.2006
Associate Degree - Mental Health
Community College of Baltimore County
Baltimore County , USASkills
- Computer proficient
- Training and development
- Operational Audits
- Leadership
- Sales and negotiation
- Creative problem-solving
- Quality controls
- Marketing and advertising
- Microsoft Office
- Customer retention and relationship building
- Public speaking talent
- Sales expertise
- Account management
- Salesforce CRM and Zendesk ticketing system
- Digital Customer Service and Live Chat Support
- Workforce management
Accomplishments
- Employee of the month
- Top score card
- Top quality
- Promoted from entry level to Expert
- Consistently maintained high customer satisfaction ratings.
Timeline
Customer Experience Expert
Comcast
09.2014 - Current
Assistant Manager of Sales
T-Mobile
02.2012 - 09.2014
Sales Leader
Verizon
06.2010 - 07.2011
Sales Rep
T-Mobile Towson
11.2009 - 02.2010
Bank Teller
Wachovia
02.2008 - 08.2008
Loss Prevent Department Sup.
Babies R\' Us
01.2007 - 03.2008
Front Office Assistant
Dr. Samuel L. Banks High School
08.2005 - 06.2006
High School Diploma -
Samuel L Banks
Associate Degree - Mental Health
Community College of Baltimore County