Hi, I’m
Brittany Warner
Rockledge,FL
Summary
Detailed professional effectively talented in Change Management and Project Management abilities. Adept at being a valuable member of any team through dedication and skill. Seeking an entry-level position where outstanding expertise will be utilized and contribute to the company's continued success.
Overview
10
years of professional experience
1
Certification
Work History
Farmers Insurance GroupWoodland Hills, CA
Senior Customer Care Representative
12.2018 - Current
Job overview
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Researched resolutions, contacted necessary departments, and responded to customers by phone, mail, or fax as a follow-up.
- Evaluated and identified opportunities to drive process improvements that positively impacted customer experience.
- Managed training in regard to staff development, change management, and technical operations and controls.
- Implemented unique methods and methodologies, which helped reduce and resolve issues.
- Managed projects and served as primary liaison between client and multiple internal groups to clarify goals and meet standards and deadlines.
- Participated in quality assurance and continuous improvement studies, documenting standard operating procedures and policies and recommending adjustments to streamline workflow.
- Developed and coordinated trainings to help individuals learn company policies, procedures, and job tasks.
- Partners closely with Underwriting, Product, and Distribution to provide a service-related perspective to initiatives, projects, and technology.
Farmers Insurance GroupWoodland Hills, CA
Customer Service Advocate
09.2013 - 12.2018
Job overview
- Answered inbound calls, chats and emails to facilitate customer service.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Processed customer account changes with proprietary software.
- Crafted successful messages to support large-scale, enterprise-wide changes.
- Proposed or approved modifications to project plans.
- Identified operational and performance issues and worked with managers to resolve concerns.
- Analyzed systems and processes to understand current functionality and impact of operational changes.
- Partners closely with Underwriting, Product, and Distribution to provide a service-related perspective to initiatives, projects, and technology.
Education
University of DenverDenver, CO
Certified Digital Marketer from Digital Marketing
03.2022
DePaul UniversityChicago, IL
Certificate Social Media Marketer from Marketing
04.2019
California Coast UniversitySanta Ana, CA
from Business Marketing
10.2016
Skills
- Senior Leadership Support
- Customer Relations
- Training and Development
- Customer Relationship Management
- Microsoft Exchange
- Verbal and Written Communication
- Strong Analytical and Problem-Solving Skills
- Project Management Abilities
- Multitasking and Prioritization
- Teamwork and Collaboration
- Microsoft Office
- Microsoft Word
- Problem Resolution
- User Acceptance Testing
- Strategic Planning
- Operations Analysis
- Business Planning
- Process Optimization
- Business Process Improvement
Certification
- Lean Yellow-Belt Certification May 2023
- Agile SAFe 6 Certified June 2023
Timeline
Senior Customer Care Representative
Farmers Insurance Group
12.2018 - Current
Customer Service Advocate
Farmers Insurance Group
09.2013 - 12.2018
University of Denver
Certified Digital Marketer from Digital Marketing
DePaul University
Certificate Social Media Marketer from Marketing
California Coast University
from Business Marketing