Brittany Zangri
Manchester,NH
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
13
13
years of professional experience
Work History
Customer Billing Services Lead
Eversource
01.2023 - Current
- Trained new team members on billing systems and protocols, ensuring consistency in practices across the department.
- Developed monthly reports on billing metrics and trends for management review, supporting informed decisionmaking.
- Improved team productivity by implementing efficient project management strategies and streamlining communication channels.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Optimized resource allocation by analyzing team member skills and project requirements, resulting in increased efficiency.
Representative, Contact Center IV
Eversource
05.2020 - 01.2023
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Developed and utilized reports to assist leadership with key decisions and outperformance of operational targets.
- Responded to customer requests for products, services and company information.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
Customer Service Representative
Eversource
10.2018 - 05.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
Associate Teacher
AlphaBits Learning Center
08.2011 - 10.2018
- Maintained well-controlled classrooms by clearly outlining standards and reinforcing positive behaviors.
- Promoted physical, academic and social development by implementing diverse classroom and outside activities.
- Applied play-based strategies to provide diverse approaches to learning.
- Educated students in foundational concepts such as shapes, numbers and letters.
- Observed children to identify individuals in need of additional support and developed strategies to improve assistance.
- Consulted with parents to build and maintain positive support networks and support continuing education strategies.
Education
No Degree - Early Childhood Education
Manchester Community College
Manchester, NHLNA Certificate - LNA
LNA Health Careers
Manchester01.2016
High School Diploma -
Manchester Central High School
Manchester, NH06.2009
Skills
- Efficient and Detail-Oriented
- Data Entry and Maintenance
- Contact Center Software
- Building Customer Trust and Loyalty
- Calm and Professional Under Pressure
- Order and Refund Processing
- Upbeat and Positive Personality
- Customer Data Confidentiality
- Understanding Customer Needs
- Courteous with Strong Service Mindset
- Production Monitoring
- Performance monitoring
- Coaching and Mentoring
Timeline
Customer Billing Services Lead
Eversource
01.2023 - Current
Representative, Contact Center IV
Eversource
05.2020 - 01.2023
Customer Service Representative
Eversource
10.2018 - 05.2020
Associate Teacher
AlphaBits Learning Center
08.2011 - 10.2018
No Degree - Early Childhood Education
Manchester Community College
LNA Certificate - LNA
LNA Health Careers
High School Diploma -
Manchester Central High School
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