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Brittany Williams
Customer Service, Quality Assurance, And Training Manager
Fairburn,United States
Summary
Resourceful leader offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products while maintaining Strong customer support and emotional intelligence qualities with the ability to understand the customer’s desired strategy and be a staunch customer advocate.
Overview
6
6
years of professional experience
Work History
Customer Care Supervisor
Verizon Wireless
06.2018 - Current
- Led a team of 25+ customer service representatives, providing guidance, support, and ongoing training to enhance performance and customer satisfaction.
- Developed and implemented customer service standards, policies, and procedures to ensure consistent service delivery and adherence to quality standards.
- Monitored team performance through regular coaching, performance evaluations, and KPI tracking, resulting in an 67% improvement in average call resolution time and customer satisfaction scores.
Implemented process improvements, resulting in a 35% reduction in customer complaints and a 43% increase in first-call resolution. - Conducted regular team meetings to communicate performance expectations, provide feedback, and share best practices.
- Collaborated with cross-functional teams, including sales and operations, to address customer needs, resolve issues, and improve overall customer experience.
- Acted as an escalation point for complex customer inquiries or complaints, demonstrating effective problem-solving skills and ensuring swift resolutions.
- Generated reports and analyzed customer data to identify trends, opportunities for improvement, and areas of operational efficiency.
Customer Service Coordinator
Verizon Wireless
03.2018 - 06.2018
- Successfully managed a team of 15 customer service representatives, consistently exceeding performance targets and achieving a customer satisfaction rating of 95%+.
- Implemented a comprehensive training program resulting in a 20% reduction in new hire onboarding time and a 15% increase in first-call resolution rate within the first six months.
- Improved team efficiency by implementing call routing and prioritization strategies, reducing average handling time by 10% and increasing customer service representative productivity by 15%.
- Analyzed customer feedback data and identified key pain points, leading to the implementation of process improvements that resulted in a 25% reduction in customer churn rate.
- Utilized data analysis to identify training gaps and created targeted coaching plans, resulting in a 30% improvement in average customer service representative performance within three months.
- Led the launch of a new customer service self service options resulting in a 40% reduction in average response time and a 15% increase in customer self-service satisfaction.
- Monitored comprehensive customer service reports and dashboards, providing valuable insights to management and enabling data-driven decision-making.
Customer Service Specialist & Advocate
Verizon Wireless
01.2017 - 03.2018
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Acted as representative of the leadership team by serving as the direct point of contact for customers
Education
Bachelor Of Business Administration - Management And Business Analytics
Georgia State University
Atlanta, GA05-2010
Skills
- Team Leadership and Supervision
- Customer Relationship Management (CRM)
- Conflict Resolution
- Performance Management
- Process Improvement
- Communication and Interpersonal Skills
- Strategy Development
- Data Analysis and Reporting
- Training and Development
- Time Management
Software
IEX
CTI
IVR
VERINT
Slack
Timeline
Customer Care Supervisor
Verizon Wireless
06.2018 - Current
Customer Service Coordinator
Verizon Wireless
03.2018 - 06.2018
Customer Service Specialist & Advocate
Verizon Wireless
01.2017 - 03.2018
Bachelor Of Business Administration - Management And Business Analytics
Georgia State University
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