Summary
Overview
Work History
Education
Skills
Timeline
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Brittnay Coley

Houston,TX

Summary

Customer Service Leader with skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

7
7
years of professional experience

Work History

Customer Service Lead

Brown & Co
01.2017 - 03.2020
  • Trained new hires and transitioning team members across multiple business units each quarter to promote cross-collaboration and skill sets.
  • Achieved average of 98% CSAT (customer satisfaction) goal each quarter for department and maintained 97% customer satisfaction survey rating.
  • Provided customer retention incentives to clients in form of promotional discounts codes and other compensation such as upgraded trail accounts.

Customer Service Lead

Cea-Lo Cafe
08.2014 - 05.2016
  • Supervised team of 13 agents responsible for resolving account issues (account access, troubleshooting, transaction refunds) via chat support, phone support, and email support.
  • Audited and monitored performances of minimum of 10 agents, and their customer interactions on phone calls, chat interactions and email chains to ensure customers were treated with empathy and timely resolution.
  • Performed up selling techniques to increase average order values (AOV) across physical and online-order products purchased in store.

Customer Support Representative

Sitel
07.2013 - 01.2014
  • Provided dedicated customer support while communicating effectively to internal and external customers in fast-paced environment
  • Maintained customer service satisfaction with forward-thinking strategies focusing on addressing customer needs and resolving concerns
  • Provided product and service information and resolved product and service problems.

Education

Associate Degree of Nursing - Nursing

Houston Community College
Houston, TX
2023

Skills

    • Virtual Support
    • Administrative Support
      • Chat Support
      • Billing Support

Timeline

Customer Service Lead

Brown & Co
01.2017 - 03.2020

Customer Service Lead

Cea-Lo Cafe
08.2014 - 05.2016

Customer Support Representative

Sitel
07.2013 - 01.2014

Associate Degree of Nursing - Nursing

Houston Community College

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Brittnay Coley