BRITTANY VENZEN
College Park,GA
Summary
Customer service leader with 10+ years of experience, including 5 years as a supervisor at CLEAR. Proven track record in conflict resolution, data entry, and management. Skilled in customer support and deescalation. Expertise in customer relations, biometric security, and strong technical abilities.
Overview
8
8
years of professional experience
Work History
Operation Supervisor
CLEAR
Atlanta
01.2019 - 09.2024
- Implemented and upheld rigorous security measures to ensure CLEAR's enrollment and verification operations adhere to TSA, airport, and CLEAR regulations, policies, and procedures.
- Managed and trained CLEAR attendants for superior customer service delivery
- Devised and presented recommendations to management resulting in successful implementation of new customer acquisition strategies.
- Utilized key metrics, customer feedback, and direct 'on the floor' observations for making informed decisions regarding enhancement
- Provided in-depth training to both new and existing staff members on procedures, customer service protocols, and effective sales methods.
- Engaged in collaborative efforts with other CLEAR supervisors to establish and implement best practices
- Demonstrated commitment to superior member service by expertly handling lane operations, ensuring optimal experiences for customers while meeting all security requirements
- Effectively addressed and resolved traveler/member concerns in a timely manner while prioritizing escalation when required
- Proficiently addressed and resolved minor technical complications
- Provided developmental assistance to the local team by supporting Managers and GMs
Sales Representative
CLEAR
Atlanta
01.2018 - 01.2019
- Worked closely with the Transportation Security Administration (TSA) to accurately and efficiently verify CLEAR members using biometric technology while following designated airport security protocols.
- Ensure superior customer satisfaction by providing outstanding service to passengers and prospective members, emphasizing the advantages of CLEAR.
- Consistently upheld security requirements for CLEAR and TSA while implementing successful sales tactics to increase member enrollment
- Engaged and educated travelers about the benefits of CLEAR, resulting in increased membership enrollments
- Maintained high-quality service while managing large volumes of customers and members
- Validation of airline documents, verification of CLEAR member IDs, and strict adherence to security protocols ensured compliance.
Customer Engagement Specialist
Elite Marketing
Atlanta
01.2017 - 01.2018
- Recorded details of customer interactions like queries or complaints, and documented resolutions
- Utilized available opportunities to enhance customer interactions, resulting in improved client loyalty and repeat purchases.
- Utilized customer feedback to advise on procedural or product modifications enhancing service performance
- Consistently achieving monthly sales quotas
Education
Bachelor's degree - Theater Arts
Newberry College
Newberry, SC01.2017
Skills
- Data Entry
- Microsoft Office
- Excel
- Word
- PowerPoint
- Outlook
- JIRA
- Leadership
- Project Management
- Employee Development
- Adaptability
- Communication
- Customer relationship development
- Team Training
- Sales
- Customer Relations
Timeline
Operation Supervisor
CLEAR
01.2019 - 09.2024
Sales Representative
CLEAR
01.2018 - 01.2019
Customer Engagement Specialist
Elite Marketing
01.2017 - 01.2018
Bachelor's degree - Theater Arts
Newberry College
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