Summary
Overview
Work History
Education
Skills
Timeline
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Brittney Gaither

Baltimore,MD

Summary

Dynamic Customer Support Specialist with a proven track record enhancing customer satisfaction and resolving complex issues with empathy and technical troubleshooting expertise. Excelled in complaint handling and CRM software, including Salesforce, achieving top performance in customer service excellence. Skilled in both technical support and fostering positive client relationships, consistently exceeding targets through attention to detail and quality assurance. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

14
14
years of professional experience

Work History

Customer Support Specialist

Wayfair
08.2019 - 04.2024
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
  • Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
  • Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
  • Resolved customer complaints with empathy and patience, restoring client confidence in company.
  • Researched and identified solutions to technical problems.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Optimized use of CRM tools, ensuring accurate tracking and follow-up of customer interactions.
  • Increased first-call resolution rates with thorough troubleshooting and problem-solving skills.
  • Facilitated timely order processing and delivery by liaising between customers, sales representatives, and logistics teams.

Collection Customer Service Representative

Flagstar Bank
01.2017 - 01.2019
  • Reduced outstanding receivables by consistently following up on overdue payments and negotiating payment arrangements.
  • Streamlined the collections process for enhanced efficiency and accuracy in tracking delinquent accounts.
  • Utilized advanced skip-tracing techniques to locate hard-to-find debtors, increasing the likelihood of successful collections efforts.
  • Educated customers on their financial obligations, offering guidance on budgeting and repayment options tailored to their individual circumstances.
  • Improved customer satisfaction by promptly addressing and resolving collection inquiries and concerns.
  • Maintained accurate records of customer interactions, transactions, and comments in the CRM system for timely follow-up actions.
  • Maintained strict confidentiality of sensitive customer information, adhering to company policies and industry regulations regarding data privacy.
  • Enhanced overall team performance through active participation in training sessions, sharing best practices, and providing constructive feedback to colleagues.
  • Conducted thorough investigations of disputed charges, ensuring accurate billing information was provided to customers while maintaining strict adherence to company policies.
  • Developed strong relationships with customers through empathetic communication and active listening, resulting in increased trust and cooperation during collections efforts.
  • Proficiently managed a high-volume workload of inbound calls from customers seeking assistance with their past-due balances.
  • Ensured compliance with all applicable federal, state, and local regulations governing debt collection activities while protecting consumer rights.
  • Exceeded monthly targets for both individual collections results and team performance consistently, demonstrating a strong commitment to achieving organizational goals.
  • Contacted customers to discuss past-due accounts and negotiated payment plans.
  • Responded to customer inquiries and provided detailed account information.
  • Maintained accurate records of customer accounts, payments and payment plans.

Collections Agent

PayPal Credit
02.2010 - 11.2016
  • Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
  • Processed payments and applied to customer balances.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Negotiated to collect balance in full.
  • Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
  • Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
  • Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
  • Counseled debtors on payment options and arranged installment agreements.
  • Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
  • Persistently reached out to customers with extremely past due accounts to recover lost revenue.
  • Maintained strict compliance with all federal, state, and company regulations during each step of the collections process.
  • Recognized as a top performer within the team for consistently surpassing goals and maintaining high levels of client satisfaction.
  • Assisted in training new hires on department procedures, system navigation, and best practices for successful collections.
  • Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
  • Used probing techniques to determine debtors' reasons for delinquency.
  • Used skip tracing and other techniques to locate debtors.

Education

High School Diploma -

Milford Mill Academy
Baltimore, MD
06.2004

Skills

  • Complaint Handling
  • CRM Software
  • Call center experience
  • Live chat support
  • Quality Assurance
  • Salesforce
  • Payment Processing
  • Technical Troubleshooting
  • Customer service excellence
  • Attention to Detail
  • Microsoft Windows and Office
  • Online Chat Support
  • Tracking and Documentation

Timeline

Customer Support Specialist

Wayfair
08.2019 - 04.2024

Collection Customer Service Representative

Flagstar Bank
01.2017 - 01.2019

Collections Agent

PayPal Credit
02.2010 - 11.2016

High School Diploma -

Milford Mill Academy

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Brittney Gaither