Summary
Overview
Work History
Education
Skills
Timeline
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Brittney DenBesten

Long Beach,CA

Summary

Established Customer Service Lead with 8 years of experience completing projects efficiently with great prioritization and multitasking skills. Resourceful and collaborative with extensive knowledge of maintaining customer relationships, employee retention, inventory management, team leadership, and improving business processes.

Overview

11
11
years of professional experience

Work History

Customer Experience Specialist - E-Commerace

Sports Research
San Pedro, CA
06.2021 - Current
  • Led the department completely solo for 6 months while managing upwards of 500 customer communication tickets per week
  • Resolve customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships
  • Collaborate with internal team members to resolve customer concerns and deliver enhanced customer experiences
  • Fixed major issues surrounding with missed communication within Zendesk inquiries improving customer satisfaction ratings from 70% to 83% weekly
  • Realigned company shipping and returns policies and FAQs page to reflect rebranding
  • Successfully integrated several communication channels within Zendesk ensuring all teams are connected and customer inquiries do not go unaddressed
  • Lead daily meetings with our Fulfillment Supervisor and warehouse manager to shed light on customer facing and inventory issues
  • Collaborate with Social Media and Community Outreach teams to ensure prospective influencers were being addressed
  • Constantly seek out ways to improve daily operations and take advantage of any trainings that may be available
  • Improved overall efficiency by anticipating needs and providing outstanding support
  • Created and maintained department SOPs
  • Work closely with out Quality Assurance and Product Development team ensuring customer concerns are being acknowledged, product issues are resolved immediately, and if needed, investigations are opened. Created a fully operating Quality Assurance board within Monday.com to ensure such matters are properly documented and taken care of
  • Trained fully remote team members ensuring they had the tools needed to build work relations at headquarters while managing side projects

Team Member Support Representative

SOFI Stadium
Inglewood, CA
09.2020 - 03.2022
  • Work closely with in-house team management, team supervisors and guest experience team members to insure their daily needs were accurately met by ensuring they received proper training on new devices, received their breaks and had all tools necessary for a successful day of work.
  • Covered shifts for team managers and supervisors when needed ensuring their roles were properly supported
  • Completed scheduled inventory counts and supply audits to track shrinkage and inform purchasing decisions.
  • Managed the employee uniform room to ensure inventory was as accurate as possible and in the best interests of both the employees and management staff
  • Executed regular inventory counts and supply audits to monitor shrinkage and generate insights into purchasing decisions.
  • Managed inventory, including organizing radios, tablets, ticket scanners, uniforms and safety products by date and maintaining adequate supplies.
  • Developed and maintained courteous and effective working relationships with partnering vendors and security teams to ensure a well rounded work experience and increase work productivity.
  • Worked VIP area during the Superbowl and ensured all guests were met with superior Customer Service and their time in the stadium was exceptional
  • Awarded game ball 11/29/2020

Sales Lead

REI
Huntington Beach, CA
02.2019 - 07.2021
  • Successfully led teams of 70+ employees through store wide inventories on four separate occasions completing each inventory more efficiently than the last directly resulting in saving payroll, increasing store revenue and boosting team moral
  • Led 3 out of 5 departments within the store. Customer Service, Softgoods, and Fulfillment. Excelled in all departments and continuously executed department improvements
  • Interviewed and selected candidates to join my team. After training team members with new sales methods, we experienced a 20% increase in membership sales and contributing to a 10% annual increase in store sales.
  • Provided training to new employees on store standards, product information and proper interactions with customers and employees
  • Made department floor set changes that directly boosted sales for products that previously had a hard time selling without compromising the profit of there products
  • Delegated team members to work on store projects based on their personal strengths which held team members accountable for their department and ensured that the store was always in well zoned, easily shopped, and always greeted in a timely manner
  • Trained employees in product knowledge, POS, SOM, banking, shipping and receiving processes and online sales
  • Coached team members effectively when their skills and or job attitude was lacking to find out what the next best step to take would be

Sales Specialist

REI
Huntington Beach, CA
08.2015 - 02.2019
  • Managed complex trasactional and emotional customer situations promptly and professionally while meeting service commitments
  • Secured client retention by driving service and promoting company sales and membership internally and externally all while maintaining personal high membership conversion and increasing the conversion of coworkers on shift
  • Consistently maintained in the top five membership conversion rates within the store
  • Resolved guest issues in a timely manner while complying with company standards
  • Communicated effectively with team members about sales goals and promoting the Co-op with a positive attitude while establishing positive team moral and returning guests
  • Merchandised new product to maximize sales revenue and educating my team on key selling points of each display to maximize on customer experience and profit
  • Extended knowledge of back house operations managing inventory, minimizing shrink and processing online orders
  • Exceeded in sales of memberships and maintained a consistent fulfillment rate of 95% when working in back house operations

Sales Representative

Bluebird Ice Creamery
Woodland Hills, CA
07.2015 - 04.2017
  • Managed inventory control, cash control and opening and closing procedures when working big events
  • Worked at farmers markets, concerts, and catering events promoting the brand and establishing new customer relationships through education of the product and company
  • Packaged and transported all products to and from locations in an effective and timely manner

Customer Service Specialist

Ballroom World Of Dance
Agoura Hills, CA
06.2014 - 06.2015
  • Answered roughly 20 phone calls from outside guests and assisted with resolving their issues all the while assisting front facing customers at the same time
  • Created and reviewed invoices to ensure accuracy while working with customers to answer questions and address payment issues
  • Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion
  • Maintained and managed the businesses social media presence on five different platforms

Volunteer

Central California Family Crisis Center
Porterville, CALIFORNIA
01.2013 - 06.2013
  • Participated in weekly meetings to discuss new fundraising opportunities
  • Coordinated with event planners and staff which established over 10 successful charity events
  • Assisted in teaching after school group therapy activities for young children

Education

Bachelor of Arts - Sociology - Interactions And Group Relations

California State University - Long Beach
Long Beach, CA
08.2019

Associate of Arts - Economics

Pierce College
Woodland Hills, CA
2017

Associate of Arts - General Behavioral Sciences

Pierce College
Woodland Hills, CA
2017

Skills

  • Effective and attentive speaking and listening
  • Great time management, multitasking, and completing jobs with urgency
  • Diverse team member training skills
  • Conflict resolution
  • Quick adaptability and not afraid to ask for help
  • Platform integration
  • Experience within: POS, Microsoft Office, Zendesk, Fishbowl, Google Suite, Slack, Shopify, Return Logic, Bold, Bazaarvoice, Amazon Seller Central, Mondaycom

Timeline

Customer Experience Specialist - E-Commerace

Sports Research
06.2021 - Current

Team Member Support Representative

SOFI Stadium
09.2020 - 03.2022

Sales Lead

REI
02.2019 - 07.2021

Sales Specialist

REI
08.2015 - 02.2019

Sales Representative

Bluebird Ice Creamery
07.2015 - 04.2017

Customer Service Specialist

Ballroom World Of Dance
06.2014 - 06.2015

Volunteer

Central California Family Crisis Center
01.2013 - 06.2013

Bachelor of Arts - Sociology - Interactions And Group Relations

California State University - Long Beach

Associate of Arts - Economics

Pierce College

Associate of Arts - General Behavioral Sciences

Pierce College

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Brittney DenBesten