Brittany Shade
Eufaula,US
Summary
Customer-oriented professional experienced in enhancing customer satisfaction and driving loyalty. Achieved positive customer experiences through effective problem-solving, communication, and relationship-building skills. Focused on contributing to organizations that value personal and professional growth.
Overview
1
1
Certification
2
2
years of post-secondary education
17
17
years of professional experience
Work History
Customer Service Expert
TELEPERFORMANCE USA
Salt Lake City, UT
04.2026 - Current
- Inquiry Resolution: Assisting customers with a wide range of account-related issues, including balance inquiries, transaction disputes, payment processing, and statement explanations.
- Fraud and Security Support: Assisting customers in identifying potential fraudulent activity, blocking compromised cards, and guiding them through the process of securing their accounts.
- Maintained customer accounts by updating personal information, managing alerts, setting up direct deposits, and processing replacement card requests.
- App and Website Guidance: Teaching customers how to use the Capital One mobile app and website to manage their finances, deposit checks remotely, or pay bills.
- Educated customers on effectively using Capital One's online tools to enhance their banking experience.
- Encouraged customers to adopt self-service features, empowering them to manage accounts independently and minimizing future support calls.
- Delivered comprehensive financial guidance to assist customers in making informed product choices. Product Education: Explaining the features and benefits of various Capital One products, such as credit cards, savings accounts, and auto loans, to help customers choose the right financial tools for their needs.
- Financial Literacy: Providing basic guidance on how to manage credit scores, understand interest rates, and utilize budgeting tools available within the Capital One ecosystem.
- Identified customer needs for additional products or services and referred them to the appropriate department for tailored assistance.
- Data Privacy: Maintaining the highest standards of security when handling sensitive customer financial information.
- Capital One places a heavy emphasis on its digital tools. A key part of your role is helping customers navigate these platforms:
Classification Specialist
Ventress Correctional Facility
Clayton, AL
08.2023 - Current
- Conducted inmate interviews to gather and document critical information for classification purposes.
- Reviewed inmate classifications to ensure accurate assessments.
- Clarified classification processes for inmates during meetings.
- Initiated classification reviews and provided recommendations to enhance inmate management and support rehabilitation efforts.
- Conducted annual in-person meetings with inmates to discuss classification.
Customer Service Representative
TELEPERFORMANCE USA
Salt Lake City, UT
12.2025 - 04.2026
- Greeting Clients: Serving as the first point of contact for clients entering the office, ensuring a professional and welcoming environment.
- Appointment Management: Scheduling, rescheduling, and confirming tax preparation appointments using the company's internal software.
- Inquiry Handling: Answered incoming phone calls and emails, addressed basic questions about services, pricing, and office hours, and routed complex tax-related questions to appropriate tax professionals.
- Payment Processing: Handling client payments for tax preparation services, processing credit card transactions, and managing receipts.
- 1. Sales and Service Promotion Service Upselling: Informing clients about additional H&R Block products and services, such as audit support, tax identity shield, or refund advance options.
- Workflow Coordination: Assisting tax preparers by ensuring they have the necessary paperwork for their upcoming appointments, which helps maintain the office's daily flow.
- File Maintenance: Maintaining physical and digital filing systems in compliance with strict data privacy and security protocols (crucial for handling sensitive financial information).
- 1. Sales and Service Promotion Service Upselling: Informed clients about additional H&R Block products and services, including audit support, tax identity shield, and refund advance options to enhance client offerings.
- Client Retention: Delivered excellent service to promote client satisfaction, contributing to repeat business in the tax industry.
- 1. Compliance and Security Maintained client confidentiality by securely handling sensitive financial information according to company policies.: Adhering to strict privacy standards regarding client financial data. This is a critical component of the role, as you are handling sensitive personal identification information (PII).
- Followed company policies related to security and professional conduct to maintain a safe work environment.: Following company-wide protocols regarding security, ethics, and professional conduct.
Customer Experience Specialist
Teleperformance
Salt Lake City, UT
11.2022 - 07.2023
- Assisted with coverage determination forms including Prior Authorization, Tier Exceptions, and Non-Formulary requests to facilitate timely access to medications.
- Processed payments, set up EFT, established SSA/RRA deductible, and assisted with billing inquiries to ensure accurate financial transactions.
- Documented grievances from clients to ensure proper handling of concerns.
- Formulary Inquiries
- Assist with generic and brand medication
- Direct Reimbursement
- Process Prescription Drug Part D
Customer Service Representative
Alorica
Irvine, CA
11.2021 - 01.2023
- As a Customer Service Specialist, you will:
- Process transactions such as new orders, returns & exchanges, releases, etc. in a timely and efficient manner
- Supported Sales Specialists by following up with customers, scheduling deliveries, and reconciling purchase orders and stock checks to ensure smooth transactions.
- Demonstrated company sales model by providing complete solutions, including accessories and general service contracts, tailored to customer purchases.
- Completed shipping invoices for accurate record-keeping. and reconciliation reporting
- Assisted with inventory processes, including report reconciliation for unaccounted research reports and receiving and shipping products.
Advisor II, Chat Support
Concentrix
Columbus, GA
05.2022 - 08.2022
- Provided customers with information on additional products and services to enhance their experience.
- Attended to customer needs and concerns, demonstrating empathy to build rapport and enhance customer satisfaction
- Clarify customer requirements probe for understanding use decision support tools and resources to resolve customers' issues that are non-standard
- Tracked and retrieved information in call tracking database to ensure accurate record-keeping and effective follow-up
- Maintain broad knowledge of clients' products and services
Basic Correctional Officer
Ventress Correctional Facility
Clayton, AL
01.2021 - 06.2021
- Basic Correctional Officer (BCO) ensured safety in the correctional facility and provided rehabilitative services to inmates in a secure environment. A BCO is required to attend ADOC Academy for six weeks and receive ADOC certification. The BCO position will be organized under the State Personnel Department's Correctional Security Guard classification.
- Established and enforced custody procedures at Ventress Correctional Facility to maintain security and safety. at Ventress Correctional Facility to ensure compliance and safety.
- Conducted thorough security checks across housing units, common areas, and perimeter posts to ensure facility integrity.
- Oversaw inmate movement during meals, recreation, court appearances, and medical transport to ensure order.
Detention Officer
CoreCivic
Lumpkin, GA
04.2017 - 01.2021
- Escorted inmates to and from cells, court, hospitals and medical appointments.
- Monitored and authorized entrance and departure of employees and visitors.
- Documented incidents of property damage, theft, unauthorized presence, and unusual occurrences to maintain accurate records.
- Advised offenders of rule infractions and enforced compliance by verbally evicting violators from premises.
- Conducted regular rounds throughout the facility to monitor safety and security.
- Completed intake paperwork for new arrivals, ensuring accuracy and compliance with regulations, fingerprints and searches.
- Wrote reports on property damage, theft, presence of unauthorized persons and unusual occurrences.
- Accompanied inmates to and from cells, court, hospitals, and medical appointments to ensure safe and secure transport.
Backup Operator
Keystone Foods
Baker Hill, AL
10.2012 - 05.2017
- Executed daily production lists and goals.
- Executed daily production lists to meet operational targets.
- Monitored temperatures of freezers, refrigerators, and heating equipment to ensure compliance with safety standards.
- Ensured that all health and safety guidelines were followed.
- Onboarded new employees in company procedures and safety protocols.
- Cleaned and sanitized floors in production area to maintain hygiene standards.
Cashier/Server
McDonalds
Eufaula, AL
05.2009 - 10.2012
- Welcomed customers with friendly eye contact and attentive service
- Took food orders and relayed orders to kitchens or serving counters
- Collected meal tickets or cash for meals from visitors
- Monitored food and ingredient freshness by checking quality, tracking inventory, and rotating stock
- Refilled beverage and ice dispensers during service hours to ensure availability for customers
- Welcomed each customer with friendly eye contact and a warm smile to create a positive atmosphere
- Assisted in maintaining preparation and service areas in a sanitary condition
- Checked temperatures of freezers, refrigerators, and heating equipment to ensure proper functioning
- Coordinated with kitchen team members to ensure timely and accurate food preparation
Education
Master of Science (Master's degree) - Administration of Justice and Security
University of Phoenix
Tempe, AZ, USBachelor of Science - Criminal Justice Administration
University of Phoenix
Tempe, AZ 08.2017 - 09.2019
Science (Associate) -
Wallace Community College
Dothan, AL, USCertificate - Criminal Justice Management
University of Phoenix
High School Diploma -
Eufaula High School
Eufaula, AL, USSkills
- Customer service (10 years)
- Customer service management
- Customer support
- Customer communication
- Customer Advocacy
- Sales (10 years)
- Sales Support
- Sales support
- Fraud Prevention
- Crisis intervention techniques
- Product Support
- Time Management
- Teamwork
- Remote work experience
- Microsoft Office (10 years)
- Microsoft Word (10 years)
- Google Docs
- Windows (10 years)
- Live chat
- Phone call management
- Service Improvement
- Regulatory Compliance
- Analytical Thinking
- Conflict resolution
- Conflict management
- Skills Strong client relations
- Exceptional communication skills
- Interpersonal skills
- Creative problem solver
- Self-Discipline
- Leadership
- TRAINING (3 years)
- Supervising Experience
- Relationship Building
- Case Management
- Client Interaction
- Case Management
- Analytical Thinking
- Relationship Building
Personal Information
Availability: Anywhere
Certification
- First Aid Certification
- CPR Certification
Languages
English
Timeline
Customer Service Expert
TELEPERFORMANCE USA
04.2026 - Current
Customer Service Representative
TELEPERFORMANCE USA
12.2025 - 04.2026
Classification Specialist
Ventress Correctional Facility
08.2023 - Current
Customer Experience Specialist
Teleperformance
11.2022 - 07.2023
Advisor II, Chat Support
Concentrix
05.2022 - 08.2022
Customer Service Representative
Alorica
11.2021 - 01.2023
Basic Correctional Officer
Ventress Correctional Facility
01.2021 - 06.2021
Bachelor of Science - Criminal Justice Administration
University of Phoenix
08.2017 - 09.2019
Detention Officer
CoreCivic
04.2017 - 01.2021
Backup Operator
Keystone Foods
10.2012 - 05.2017
Cashier/Server
McDonalds
05.2009 - 10.2012
Master of Science (Master's degree) - Administration of Justice and Security
University of Phoenix
Science (Associate) -
Wallace Community College
Certificate - Criminal Justice Management
University of Phoenix
High School Diploma -
Eufaula High School