Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Brittany Wolfgang

Kalamazoo,MI

Summary

Personable Customer Service member who excels at problem-solving and customer satisfaction. Experienced in all areas of Customer Service. Skilled in communication and support. Hardworking, reliable, kind and patient. Well-versed in computers and technology.

Overview

19
19
years of professional experience

Work History

Customer Service Representative III

Staples
Framingham, MA
07.2023 - Current
  • Provide exceptional customer service to ensure customer satisfaction.
  • Resolve complex problems by working with other departments to provide solutions that meet customer needs.
  • Develop positive relationships with customers through friendly interactions.
  • Maintain a high level of professionalism when dealing with difficult customers.
  • Maintain detailed records of customer interactions, transactions and comments for future reference.
  • Answer customer inquiries and provide accurate information regarding products and services.
  • Resolve customer complaints promptly and efficiently.
  • Track orders from start to finish to ensure timely delivery of goods or services.
  • Assist customers with product selection, ordering, billing, returns, exchanges and technical support.
  • De-escalate problematic customer concerns while maintaining a calm, friendly demeanor.
  • Promote high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Ask probing questions to determine service needs and accurately input information into electronic systems.
  • Increase customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Update system with order specifics and customer details, preferences, and billing information.
  • Engage in conversation with customers to understand needs, resolve issues and answer product questions.
  • Answer incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Enhance productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Implement innovative methods for streamlining the customer service process.
  • Identify areas of improvement in customer service processes and suggested changes accordingly.

Product Expert

Intuit/TurboTax/LiveOps
Richland, MI
10.2022 - 04.2023
  • Reviewed customer orders for accuracy in pricing, quantity and terms
  • Identified customer needs to recommend appropriate products based on knowledge of products and brand offerings
  • Presented products to customers through verbal descriptions and/or demonstrations
  • Recommended new products based on customer preferences and needs
  • Provided technical support to customers during pre-sales process as well as post-sales process
  • Operated remotely answering phones and assisting numerous customers daily
  • Assisted customers with tax preparation/information, product assistance and technical issues
  • Assisted customers with billing, processing orders and returns/refunds.

Customer Service Manager/Office Coordinator

Colonial Sign Co.
Wyoming, MI
05.2014 - 10.2018
  • Answered a steady stream of calls, chats/texts, e-mails and faxes daily
  • Helped a large volume of customers with a positive attitude and a focus on customer satisfaction
  • Resolved numerous customer issues daily
  • Reviewed both customer and employee submitted work orders and documents
  • Created invoices for all performed services, sales and orders
  • Coordinated daily scheduling for multiple work crews
  • Handled all forms of communication with customer base
  • Delivered successful approaches to both retain loyal customer relationships and attract new customers
  • Described services and product information to aid customers in their purchasing decisions
  • Maintained accurate and current customer account data with manual forms processing and digital information updates
  • Explained charges, fees, terms of sales and services agreements to numerous customers daily
  • Responded to customer needs through competent customer services and prompt problem-solving
  • Offered advice and assistance to customers, paying attention to special needs and/or wants
  • Developed highly regarded empathetic customer relationships and earned a reputation for excelling at communication with customers.

Customer Service Manager

Wal-Mart Supercenter
Plainwell, MI
06.2005 - 04.2007
  • Supervised employees and assumed performances to determine training needs
  • Conferred with sales teams and team leaders to communicate strengths and weaknesses and create plans for improvement
  • Followed through with customer requests to resolve problems
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
  • Consistently managed approximately 15-person staff, effectively resolving issues
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty
  • Collaborated with store managers to improve customer service processes and support structures store-wide
  • Monitored customer service operations to assess agent performance and provide feedback.

Education

High -

Delton Kellogg High School
05.2005

Skills

  • Extremely positive and helpful attitude
  • Proficient at problem-solving
  • Well-versed in all areas of Customer Service
  • Excellent at communicating in all forms
  • Excels at multitasking, organization and time management
  • Knowledgeable with computers and technology
  • Hardworking and dedicated

Accomplishments

  • Perfect 5 Star Average for Customer Surveys for September, 2023
  • QA Recognition for P03 in 2024

Timeline

Customer Service Representative III

Staples
07.2023 - Current

Product Expert

Intuit/TurboTax/LiveOps
10.2022 - 04.2023

Customer Service Manager/Office Coordinator

Colonial Sign Co.
05.2014 - 10.2018

Customer Service Manager

Wal-Mart Supercenter
06.2005 - 04.2007

High -

Delton Kellogg High School

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Brittany Wolfgang