Brittany Whitehead
Las Vegas,NV
Summary
Experienced customer service professional with a strong track record of resolving customer issues and enhancing their overall experience. Proficient in managing diverse customer interactions across multiple channels such as phone, email, and chat. Demonstrated ability to thrive in dynamic, high-pressure environments and quickly adjust to changing circumstances.
Overview
14
14
years of professional experience
Work History
Consumer Vanguard Specialist
Instacart
01.2023 - 05.2024
- Managed a high volume of incoming calls and chats
- Analyzed customer feedback to enhance service quality and operational efficiency.
- Evaluated customer needs and feedback to drive product and service improvements.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Enhanced customer satisfaction with timely and accurate issue resolution.
Operations Customer Service Representative
TELUS Digital
05.2018 - 12.2023
- Demonstrated strong product knowledge to effectively address customer questions and provide accurate information on features, pricing, and promotions
- Assisted customers with order placement, tracking shipments, processing returns, and handling billing inquiries with a focus on efficiency and accuracy
- Resolved complex customer complaints by actively listening to concerns, empathizing with their frustrations, and finding appropriate solutions within company guidelines
- Maintained detailed records of all interactions using CRM software to track customer preferences, history of inquiries/resolutions for future reference
- Participated in regular training sessions to stay updated on new products/services/features as well as best practices for delivering exceptional customer experiences
Return Processor
Amazon
07.2016 - 04.2018
- Received incoming shipments, inspected contents for damage or defects, and verified quantities against purchase orders
- Collaborated with team members to optimize workflow efficiency and meet daily production goals
- Maintained a clean and organized work area to promote safety and productivity
- Investigated customer complaints regarding damaged or missing items, taking prompt action for resolution
- Maintained compliance with company policies regarding security measures for high-value merchandise
- Achieved an average scanning rate of 130 items per hour, exceeding department standards
Retail Cashier
Ameristar Casino Hotel
05.2015 - 05.2016
- Processed customer transactions accurately and efficiently, handling cash, credit card, and mobile payments
- Provided exceptional customer service by greeting customers, answering questions, and resolving any issues or concerns
- Managed cash register drawer with precision, balancing daily sales and reconciling discrepancies
- Utilized point-of-sale (POS) system to process discounts, coupons, gift cards, and loyalty rewards for customers
Cashier
Wal-Mart
01.2012 - 12.2013
- Processed customer transactions accurately and efficiently, handling cash, credit cards, and electronic payments
- Maintained a balanced cash drawer at all times, reconciling discrepancies promptly
- Managed high-volume checkout lanes during peak hours while maintaining accuracy and speed
- Ensured cleanliness and organization of the checkout area, including bagging items properly and restocking supplies as needed
- Utilized point-of-sale (POS) system proficiently to process discounts, coupons, gift cards, and loyalty rewards programs
- Assisted in inventory management by monitoring stock levels at the checkout counter
- Developed rapport with regular customers by remembering their preferences and providing personalized service
Health Care Agent
Americall Teleperformance
05.2010 - 01.2012
- Provided exceptional customer service to patients and their families, addressing inquiries, resolving issues, and ensuring a positive experience
- Demonstrated strong knowledge of healthcare products and services, effectively explaining coverage options and benefits to customers
- Managed a high volume of incoming calls in a fast-paced environment, consistently meeting or exceeding call handling metrics
- Maintained detailed records of customer interactions using CRM software, ensuring accurate documentation for future reference
- Provided support during open enrollment periods by guiding customers through the process of selecting appropriate healthcare plans
- Participated in ongoing training programs to stay updated on changes in healthcare policies and procedures
- Assisted patients with understanding medical bills by providing clear explanations of charges and assisting with payment arrangements when necessary
- Collaborated with insurance companies to verify coverage and obtain pre-authorization for medical procedures, resulting in reduced claim denials
Education
Diploma -
Roosevelt High School
Gary, IN06.2011
Skills
- Customer relations
- Expert problem solving
- Analytical thinking
- Documentation management
- Teamwork and collaboration
- Time management
- Attention to detail
- Multitasking Abilities
- Organizational skills
- Active listening
- Effective communication
Accomplishments
- Promoted within to the consumer vanguard position to gather feedback and help develop strategies to ensure a better experience for consumers
Languages
English
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Career advancementWork from home optionWork-life balancePaid time offCompany CultureFlexible work hours401k matchStock Options / Equity / Profit SharingHealthcare benefitsPersonal development programsPaid sick leaveTimeline
Consumer Vanguard Specialist
Instacart
01.2023 - 05.2024
Operations Customer Service Representative
TELUS Digital
05.2018 - 12.2023
Return Processor
Amazon
07.2016 - 04.2018
Retail Cashier
Ameristar Casino Hotel
05.2015 - 05.2016
Cashier
Wal-Mart
01.2012 - 12.2013
Health Care Agent
Americall Teleperformance
05.2010 - 01.2012
Diploma -
Roosevelt High School
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