Brittney Fultz
Columbus
Summary
Dynamic Customer Service Escalation Specialist with a proven track record at JCPenney, adept at resolving complex inquiries and enhancing client satisfaction. Skilled in complaint handling and de-escalation techniques, I empower teams through effective training and collaboration, driving process improvements and achieving timely resolutions.
Overview
14
14
years of professional experience
Work History
Customer Service Escalation Specialist
JCPenney
Columbus, OH
01.2022 - Current
- Resolved complex customer inquiries through effective communication and problem-solving techniques.
- Facilitated escalated customer issues, ensuring timely and satisfactory resolutions.
- Collaborated with cross-functional teams to improve service processes and enhance customer experience.
- Trained and mentored new team members on escalation protocols and best practices.
Life Coach
New Albany Home Health Solution
Columbus, OH
08.2018 - 08.2022
- Developed personalized coaching plans to enhance client well-being and personal growth.
- Facilitated workshops to promote mental health awareness and coping strategies among clients.
- Implemented goal-setting techniques to empower clients in achieving their aspirations.
- Conducted regular assessments to track client progress and adjust coaching strategies accordingly.
Clerical Clerk
UPS Freight
Columbus, OH
11.2015 - 10.2018
- Processed and organized incoming correspondence to ensure timely distribution.
- Maintained accurate filing systems to enhance document retrieval efficiency.
- Assisted in data entry and management using various office software applications.
- Coordinated scheduling for meetings and appointments, optimizing team availability.
Processing Technician
Rich's Products
Hilliard, OH
07.2011 - 11.2015
- Operated and maintained processing machinery to ensure efficiency and safety standards.
- Monitored production lines for quality control, identifying and resolving issues promptly.
- Trained new employees on equipment usage and safety protocols to enhance team performance.
- Collaborated with cross-functional teams to streamline processes and reduce operational disruptions.
Education
High School Diploma -
Focus Learning Academy Of Southeastern Columbus
Columbus, OH06-2011
Skills
- Call center experience
- Complaint handling
- De-escalation techniques
- Email etiquette
Timeline
Customer Service Escalation Specialist
JCPenney
01.2022 - Current
Life Coach
New Albany Home Health Solution
08.2018 - 08.2022
Clerical Clerk
UPS Freight
11.2015 - 10.2018
Processing Technician
Rich's Products
07.2011 - 11.2015
High School Diploma -
Focus Learning Academy Of Southeastern Columbus