Brittany Watson
Kentwood
Summary
Highly motivated individual with a passion for delivering excellent customer service. Skilled in problem-solving, active listening, and communication. Gifted at working with all types of customers. A team player who goes the extra mile to ensure customers are satisfied.
Overview
15
15
years of professional experience
Work History
Senior Customer Solutions Advocate
Fifth Thrid bank
Grand Rapids
05.2022 - Current
- Monitoring delinquent accounts.
- Scheduling large and small payments.
- Assisting with inbound and outbound phone calls at a fast pace high call volume.
- Finding possible solutions to avoid repossession.
- Working multiple specialty accounts and none dialer accounts.
- Providing information for pre charge off accounts.
- Solutions for repossessed vehicle’s.
- Bank risk management.
- Conducted detailed investigations to locate individuals using various databases.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Customer Service Representative
Charter Spectrum
Walker
05.2018 - 05.2022
- Answered incoming telephone calls to provide store, products and services information.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Created and implemented process improvements to maximize efficiency.
- Explained benefits, features and recommendations to maximize client retention.
- Consulted with customers to resolve service and billing issues.
- Upheld privacy and security requirements for customer information.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Answered customer questions and addressed concerns resulting in reduction in customer complaints.
Customer Service Supervisor
Walter Dimmick Petroleum Service
Caledonia
06.2011 - 05.2018
- Mitigated escalated issues to drive customer satisfaction.
- Evaluated employee job performance and motivated staff to improve productivity.
- Interviewed, hired and trained staff to meet company objectives.
- Reviewed customer interactions and activity reports to identify and address concerns.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback.
- Mitigated regulatory risks by leading and developing sales analysis team protocol and compliance initiatives.
- Conducted training and offered staff development opportunities to decrease process lags.
- Evaluated and authenticated returns, exchanges and voids.
Education
High School Diploma -
Godwin Heights Senior High School
Wyoming, MI06.2009
Skills
- Issue and Complaint Resolution
- Upselling Products
- Shipping and Receiving Understanding
- High-Energy Attitude
- Inbound and Outbound Calling
- Customer Account Management
- Verbal and Written Communication
- Building Customer Trust and Loyalty
- De-escalation Techniques
- Conflict resolution
- Call Center Operations
- Calm and Professional Under Pressure
Timeline
Senior Customer Solutions Advocate
Fifth Thrid bank
05.2022 - Current
Customer Service Representative
Charter Spectrum
05.2018 - 05.2022
Customer Service Supervisor
Walter Dimmick Petroleum Service
06.2011 - 05.2018
High School Diploma -
Godwin Heights Senior High School