Brittany Zagal
Las Vegas,NV
Summary
Skilled and reliable with years of experience in customer service, sales, and security. Recognized for improving customer satisfaction, strong communication skills, and de-escalating tense situations and resolve conflicts with customers to prevent the issue from escalating higher. Great working other people to reach our goals as a team. Professional work ethic and always ready to accomplish more and retain new information to better the company.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
American Express
10.2024 - 05.2025
- Provided extraordinary customer service to premium card holders
- Own the planning, research, and execution of customized travel experiences
- Built professional relationships and rapport with premium card members in order to deliver personalized customer services
- Receive and send out emails (airlines, hotels, and rental companies)
- Resolved issues that may arise with card members with a sense of urgency with proper supervision
- Commitment to high-quality customer service by ensuring response to calls and emails are resolved in a timely and professional manner
- Delivering brand promise every day.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Representative
PSI LLC
09.2018 - 08.2022
- Mastered customer service communication, ensuring all customers felt valued and understood, leading to high satisfaction scores.
- Enhanced the process for handling payments, making it fast and secure, which increased customer satisfaction.
- Improved scheduling for appointments to take exams and taking payments in a quick and professional manner.
- Became an a trusted advisor on test taking procedures, helping customers better prepare for exams, which led to higher success rates.
- Contributed making service delivery smoother and more efficient, through better communication and customer care strategies.
- Drove changes that positively impacted customer services and run company's operations run fast and efficient.
Personal Receptionist
Sadler Roofing
01.2012 - 07.2018
- Served as the first point of contact for clients, vendors, and visitors.
- Answered and directed high volume phone calls regarding roofing services, estimates, and scheduling appointments, inspections for roofing crews, and managed daily calendars and sending emails.
- Maintained client records, files, and confidential documents.
- Assisted with general administrative, invoices, payments, and basic billing inquiries.
- Supported daily office operations to ensure efficiency and organization
- Maintained a professional front-desk environment and supply inventory.
- Coordinated communication between clients and roofing teams, facilitating project updates and inquiries.
- Managed front desk operations, ensuring smooth visitor check-in and appointment scheduling.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
Security Guard/ Asset Protection Associate
Target
05.2009 - 11.2011
- Monitored store activity to prevent theft and safety incidents.
- Conducted regular floor and outside perimeter checks.
- Documented incidents, theft, and safety concerns accurately.
- Enhanced store policies and loss prevention standards.
- Provided customer service while maintaining a visible security presence.
- Collaborated with management to develop effective security strategies for loss prevention.
- Maintained a safe environment for staff and visitors through proactive surveillance and communication.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Conducted detailed incident reports after each shift, contributing valuable insights for management review and analysis.
Education
High School Diploma -
Green Valley
Henderson, NV06-2006
Undecided degree - General
College of Southern Nevada
Henderson, NVSkills
- Fast learner
- Critical thinking
- Data entry and record keeping
- Professional phone etiquette
- Active listening
- Handling confidential documentation
- Microsoft word proficient
- Account support and troubleshooting
Timeline
Customer Service Representative
American Express
10.2024 - 05.2025
Customer Service Representative
PSI LLC
09.2018 - 08.2022
Personal Receptionist
Sadler Roofing
01.2012 - 07.2018
Security Guard/ Asset Protection Associate
Target
05.2009 - 11.2011
High School Diploma -
Green Valley
Undecided degree - General
College of Southern Nevada