Brittany Wilson
Raleigh,NC
Summary
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
9
9
years of professional experience
Work History
Customer Care Coordinator
Simens Healthineers
06.2024 - Current
- Created customer support strategies to increase customer retention.
- Took ownership of customers issues to follow problems through to resolution.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Logged call information and solutions provided into internal database.
- Managed department call volume of 150 calls per day and coordinated department schedules to maximize coverage during peak hours.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Maximized customer satisfaction by organizing service to reduce response times for repairs, replacements and deliveries.
- Applied best practices in customer service, sales, and employee management to exceed organizational goals.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
Automated Operations Technologist
Duke Energy
01.2018 - 04.2024
- Attended training committees that wrote training modules for equipment operation and testing.
- Prepared yearly and technical budgets for electricity projects.
- Analyzed interruption reports and outage databases to identify outage trends and determine needed coordination changes.
- Estimated numerical length of runs during new service installations.
- Developed and implemented solutions to maintain and improve client infrastructure at existing sites.
- Reviewed calculations and analytical data to maintain accuracy of technical reports.
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
- Developed complex dashboard and reporting tools to track business performance metrics.
- Developed customized reports, summarizing and presenting data in visually appealing format.
Work Management Specialist
Duke Energy
12.2016 - 01.2018
- Evaluated customer needs and feedback to drive product and service improvements.
- Frequently inspected production area to verify proper equipment operation.
- Maintained database systems to track and analyze operational data.
- Devised and implemented processes and procedures to streamline operations.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Screened calls and emails and responded accordingly to support executive correspondence.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
Education
MBA - Information And Computer Systems
Strayer University
Charlotte, NC08-2020
Bachelor of Science - Criminal Justice
North Carolina Central University
Durham, NC06-2015
Skills
- Schedule management
- Reporting and analysis
- Strong organization
- First call resolution
- Advanced Excel
- SQL programming
- Analytical thinking
- Web-based reporting tools
- Forecasting and planning
- SAP
- Microsoft Office Suite
- Business process mapping
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Resolved product issue through consumer testing.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Timeline
Customer Care Coordinator
Simens Healthineers
06.2024 - Current
Automated Operations Technologist
Duke Energy
01.2018 - 04.2024
Work Management Specialist
Duke Energy
12.2016 - 01.2018
MBA - Information And Computer Systems
Strayer University
Bachelor of Science - Criminal Justice
North Carolina Central University
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