Brittney Hauser

• Maintained computer and physical filing systems.
• Created, maintained and updated filing systems for paper and electronic documents.
• Updated reports, managed accounts, and generated reports for company database.
• Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
• Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
• Coached new hires on company processes while managing employees to achieve maximum production.
• Coordinated special projects and managed schedules.
• Delivered performance reviews, recommending additional training or advancements.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Assisted in organizing and overseeing assignments to drive operational excellence.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Established team priorities, maintained schedules and monitored performance.

Assisted approximately 30-85 customers a day with billing questions and orders in an inbound call center. The amount of customer's I assisted each day depended on the call volume of that day. I had a required handle time that was set and needed to be met of 10 minutes per call. My average handle time was between 5-6 minutes a month. I am able to assist customer in a timely manner while still portraying excellent customer service and meeting each customer's needs. I assist customer in billing inquiries, orders for new products, explaining products, going over contracts, providing copies of contracts, assisting with navigation of the online portal, and any other questions/issues the customer may have. 

Since inbound reps are required to meet a handle time of 10 minutes per call if there is an issue on a customer's account that can not be properly met within that time frame they open a request to the back end billing team for further research. In this position I issue special credits to a customers account when they experience down time to their service, negotiate early termination charges, negotiate fraud charges, and drew up month to month contracts. Once solutions were found for the customer's account I either, call the customer back or send an email. The majority of the time both of those are done so the customer has written documentation of the solution. I respond to customer's emails within a 24 time frame.  

I was over the Nook department which required me to meet weekly, monthly, and quarterly sales goals. Trained other booksellers on how to use, sale, and fix nook issues. I was in charge of inventory, setting new displays, opening/closing the department, and other needs surrounding my department.  Answered customers' questions and addressed problems and complaints in person and via phone. Balanced the needs of multiple customers simultaneously in a fast-paced retail environment.

Received and processed cash and credit payments for in-store purchases. Described use and operation of merchandise to customers. Opened and closed the store, including counting cash, opening and closing cash registers. Shared product knowledge with customers while making personal recommendations. Continually strive each month to meet monthly sale goals. Learned basic and or extensive knowledge of all cell phones offered for purchase at our location.

Described use and operation of merchandise to customers. Received and processed cash and credit payments for in-store purchases. Placed special merchandise orders for customers. Demonstrated that customers come first by serving them with a sense of urgency. Worked as a team member to provide the highest level of service to customers. Maintained friendly and professional customer interactions. Completed projects quickly and efficiently. Trained new hires and helped with partial training of our Assistant Store Manager.

Opened and closed the store, including counting cash, opening and closing cash registers, creating staff assignments and making deposits. Trained new cashiers.

Learned extensive knowledge on all hunting, hiking, fishing, running, and casual shoes offered with the company. Succeeded in selling the Cabela's credit card to customers. Placed special merchandise orders for customers.