Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
BusinessAnalyst
Brittany Zeek

Brittany Zeek

Las Vegas,NV

Summary

Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed working in a 24/7 uptime environment.

Overview

8
8
years of professional experience

Work History

Chat Support Agent

10.2022 - 04.2023
  • Handle over 70 chat conversations daily answering questions about the Virtual Mailbox service from both current and potential customers
  • Knowledge of constantly changing processes in order to effectively & accurately answer those questions
  • Respond to 30+ ticket inquires per shift using CRM software: FreshDesk
  • Used G Suite, to quickly communicate internally to assist and receive support. Staying informed on what is going on internally by checking designated work e-mail multiple times throughout shift

Customer Service Representative

Wayfair
04.2021 - 08.2022
  • Established relationships with customers through-out each call by asking probing questions to reach resolutions that was best-fit for both the customer and company
  • Serviced customers with post-order issues(returns, replacements, refunds, delivery status, back-ordered items, and any issues with fulfillment)
  • Exceeded customer satisfaction surveys consistently hitting a 5 out of 5, efficiency metrics and resolution targets being in the top 90% each week
  • Identified improvement areas and conveyed call trends to leadership
  • Navigated multiple software applications simultaneously
  • Used conflict management skills and de-escalation techniques while always maintaining professionalism

Customer Support Specialist

Cognizant
03.2020 - 04.2021
  • Answered 50+ inbound calls & made outbound calls when necessary for Sysco Food Distribution
  • Followed the appropriate call flow to enhance QA scores and meet metric goals consistently
  • Maintained current knowledge of client accounts while increasing client retention by remembering previous interactions making calls flow effortlessly
  • Processed customer service orders promptly to increase customer satisfaction
  • Represented company and its core values during every interaction
  • Provided accurate delivery information according to local regions operating companies using basic dispatching skills while establishing rapport with repeat callers

Education

Diploma of Education - Medical/Clinical Assistant

SBBCollege Santa Barbara
Santa Maria, CA

High School Diploma -

Kickapoo High School
Springfield, MO
05.2009

Skills

  • Typing 45 WPM
  • Policy and Procedure Adherence
  • Customer Retention
  • De-Escalation Techniques
  • Inbound/Outbound Call Volume and Quality Metrics
  • Calm and Professional Under Pressure
  • Data Confidentiality & Integrity
  • Live Chat Messaging & Ticketing Software
  • Trained in Salesforce, FreshDesk, MS Office, Windows Vista & G Suite
  • Understanding & Anticipating Customer Needs
  • Billing Adjustments and Refunds
  • Administrative/Office Support & Data Entry
  • Shipping and Receiving Understanding
  • Shipping Procedures Understanding
  • Call Center Operations
  • Customer Relationship Management
  • Cultural Awareness
  • Proofreading
  • Documentation
  • Membership Inquiries and Renewals
  • Technical Support
  • Medical Terminology Knowledge
  • Professional Telephone Demeanor
  • Money Handling Abilities
  • Multi-Line Phone Talent
  • Reading Comprehension
  • Critical Thinking
  • Route Dispatch
  • Active Listening

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

I cannot believe the purpose of life is to be happy. I think the purpose of life is to be useful, to be responsible, to be compassionate. It is, above all, to matter, to count, to stand for something, to have made some difference that you lived at all.
Leo Rosten

Timeline

Chat Support Agent

10.2022 - 04.2023

Customer Service Representative

Wayfair
04.2021 - 08.2022

Customer Support Specialist

Cognizant
03.2020 - 04.2021

Diploma of Education - Medical/Clinical Assistant

SBBCollege Santa Barbara

High School Diploma -

Kickapoo High School

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Brittany Zeek