BRITTANY TOLBERT
Phoenix
Summary
Dedicated customer service representative with a proven track record in managing high-volume inquiries and resolving escalated issues efficiently. Exceptional problem-solving abilities complemented by strong organizational skills, leading to improved customer satisfaction and loyalty.
Overview
5
5
years of professional experience
Work History
Customer Service Rep
Home Depot
10.2022 - Current
- Answered calls, placed orders, canceled orders, and coordinated with vendors on deliveries to ensure timely service.
- Managed high volume of customer calls, maintaining minimal wait times to improve satisfaction.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled customer inquiries and suggestions with professionalism, enhancing customer experience.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Account Health Specialist
Amazon
02.2022 - 08.2022
- Analyzed customer information to proactively identify and prevent fraud occurrences.
- Investigated accounts to uncover fraud, resolving issues and preventing future occurrences.
- Resolved complex billing and payment issues for balanced, accurate accounts.
- Troubleshot account issues to reactivate accounts, ensuring seamless customer access and satisfaction.
- Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
- Completed routine and complex account updates to resolve problems.
- Compiled and presented detailed reports of fraud investigations to senior management, informing strategic decisions.
Customer Service Rep
Waste Management
09.2021 - 02.2022
- Answered constant flow of customer calls with minimal wait times.
- Addressed customer inquiries and suggestions with professionalism and courtesy, ensuring a positive experience.
- Resolved customer inquiries and complaints promptly, enhancing customer satisfaction and loyalty.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed accounts, processed payments, collaborated with operations, and communicated with customers to develop effective solutions for account-related issues.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Updated account information to maintain customer records.
Education
Bachelor of Science - Criminology
Arizona State University
Phoenix, AZ05-2022
Associate of Science - Administration of Justice- Forensic Technology
Grossmont College
San Diego, CA06-2019
Skills
- Customer service
- Complaint resolution
- De-escalation techniques
- Active listening
- Communication skills
- Problem solving
- Critical thinking
- Organizational skills
- Microsoft Excel
- Microsoft Outlook
- Office software
- Microsoft PowerPoint
- Data collection
- Building rapport
- Computer proficiency
Hobbies and Interests
- I am currently a part of a Cheer and football Pop Warner organization where I volunteer as a Head Coach for the cheer leading program. I have been a member of this organization for 3 years.
- Love giving back to the community in my hometown San Diego, CA.
Awards
- Administration Of Justice- Certification of Completion - Friction Skin Identification
- Advanced Latent Print Techniques and AFIS
Timeline
Customer Service Rep
Home Depot
10.2022 - Current
Account Health Specialist
Amazon
02.2022 - 08.2022
Customer Service Rep
Waste Management
09.2021 - 02.2022
Bachelor of Science - Criminology
Arizona State University
Associate of Science - Administration of Justice- Forensic Technology
Grossmont College