Brittany Stone
Huntsville
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
13
13
years of professional experience
Work History
CSR II
HUNTSVILLE UTILITIES
Huntsville, AL
06.2022 - Current
- Provide customer service support to customers over the phone and by email.
- Handle customer inquiries and complaints in a timely manner.
- Identifiy customer needs and provided appropriate solutions.
- Process orders, forms, applications, and requests.
- Research required information using available resources.
- Followe up with customers to ensure their satisfaction.
- Maintaine records of customer interactions, transactions, comments, and complaints.
- Develope strategies to improve quality of customer service delivery.
- Performe account maintenance activities such as updating client information in databases.
- Collaborate with other teams within the organization to resolve complex issues related to customers' accounts.
- Update job knowledge by participating in educational opportunities.
- Participate in team meetings or training sessions when necessary.
- Adhere to company's established protocols for handling confidential data.
- Manage multiple tasks simultaneously while providing excellent customer service experience.
Production Worker
Toyota
Huntsville, AL
03.2018 - 06.2022
- Operated machinery to fabricate and assemble product components.
- Performed daily maintenance of assembly machines and tooling.
- Loaded parts onto conveyor belts for further processing.
- Inspected finished products for defects or flaws.
- Monitored inventory levels throughout the shift.
- Operated forklift to transport materials to designated areas.
- Maintained a clean and safe work area in accordance with OSHA standards.
- Packaged completed products according to customer specifications.
- Communicated effectively with supervisors regarding job progress and safety issues.
- Followed written instructions regarding product assembly processes.
Customer Service Representative
Comcast
Huntsville, AL
01.2015 - 03.2018
- Confered with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Checked to ensure that appropriate changes were made to resolve customers' problems
- Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Referred unresolved customer grievances to designated departments for further investigation
- Determined charges for services requested, collect deposits or payments, or arrange for billing
- Experienced customer service and support software, customer service knowledge generation software, desktop computers, Microsoft Excel, Microsoft Office, Microsoft Outlook, Microsoft PowerPoint
- Provided expert customer service and support to customers, including troubleshooting technical issues.
- Maintained accurate records of customer interactions and transactions.
- Trained new customer service representatives on company policies and procedures.
- Handled escalated customer complaints with professionalism and empathy.
- Monitored performance metrics such as average handle time, first contact resolution rate, call abandonment rate, to assess team performance against set goals.
- Identified opportunities for process improvement initiatives that enhance efficiency and improve overall customer experience.
- Evaluated individual performance against key targets and goals established by management.
- Coached team members on various aspects related to their roles such as soft skills training, sales techniques.
- Engaged in active listening with callers to confirm or clarify information and diffuse anger.
- Upheld high standards of customer services by responding to inquiries, needs and problems.
- Troubleshot customer issues using remote access software tools.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Customer Service Representative
Alorica
Huntsville, AL
02.2013 - 01.2015
- Resolved customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
- Solicited sales of new or additional services or products
- Recommended improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems
- Problem solved and created solutions
- Documented/Recorded Information
- Experienced with Customer account management software, Customer complaint ticketing management software, Customer service and support software, Customer service knowledge generation software, Microsoft Office, Microsoft Outlook, Microsoft PowerPoint, Microsoft Word
Education
Master of Science - Engineering
Alabama A&M University
Normal, AL05-2029
Skills
- Customer service
- Active listening
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Complaint handling
- Microsoft Excel
- Conflict resolution
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Documentation
- Microsoft PowerPoint
- Data collection
- De-escalation techniques
- Technical support
- Building rapport
- Live chat support
- Multi-line phone talent
Timeline
CSR II
HUNTSVILLE UTILITIES
06.2022 - Current
Production Worker
Toyota
03.2018 - 06.2022
Customer Service Representative
Comcast
01.2015 - 03.2018
Customer Service Representative
Alorica
02.2013 - 01.2015
Master of Science - Engineering
Alabama A&M University