Brittney Lee
Parkville,MD
Summary
A personable and dedicated customer service representative in customer relations and data entry. Offering excellent communication and good judgment. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals and proven skill in establishing rapport with clients.
Driven and resourceful administrative professional with 6 years of experience assisting with work of high-achieving executives. Track record supporting professional needs with well-organized precision. Successfully manages high-volume workloads in rapidly changing environments.
Overview
12
12
years of professional experience
Work History
Remote CSR/Dispatch Manager
Strategic Delivery Solutions
11.2022 - Current
- Cross trained in multiple departments to know all company needs and train new employees
- Worked with internal teams to understand business needs and changing strategies
- Processed customer service request via phone support and email support
- Noted driver and customer correspondence in CRM to track request, problems, and solutions
- Directed dispatching, routing, and tracking of 30 routes
- Utilized dispatch software to enter customer orders, deliveries and receipts.
- Generated reports to track deliveries and maintain proper records and documentation.
- Minimized cost of operations by optimizing routes for drivers to align with budget.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
Management Associate
State Of Maryland Library For The Blind
08.2019 - 07.2023
- Created and updated physical records and digital files to maintain current, accurate and compliant documentation.
- Processed customer service request via phone support and email support.
- Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services
- worked with internal teams to understand business needs and changing strategies.
- Provided administrative support to office staff, promoting excellence in office operations.
- Facilitated communication between MAT coordinators and over 50 college representatives to keep all parties well-informed.
- Produced detailed and relevant reports for use in tracking editing performance numbers.
- Allocated print space for story text, photos and illustrations according to space parameters and copy significance.
- Completed line by line edit to ensure accuracy of text conversion
- Converted course material to PDF, Word, braille, audio, large print
- Attended conferences, workshops, to promote outreach of MAT program
Independent Dispatcher
Noir Legacy Dispatching LLC
03.2021 - 01.2022
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Directed dispatching, routing, and tracking of 3 fleet vehicles.
- Maintained professional relationship with shippers, receivers and drivers to increase trust, reliability and rapport.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Maintained updated and detailed records of calls in physical and electronic database.
- Processed invoices and payments for dispatched orders to provide proof of transaction.
- Generated reports to track deliveries and maintain proper records and documentation.
- Minimized cost of operations by optimizing routes for drivers to align with budget.
- Answered phone calls and responded to customer emails.
- Assisted in resolving customer complaints and grievances.
- Monitored and tracked dispatch communication systems.
- Scheduled deliveries and pickups according to customer needs.
- Utilized dispatch software to enter customer orders, deliveries and receipts.
- Coordinated with drivers to facilitate efficient delivery routes and timely deliveries.
- Scheduled and organized delivery routes.
Telephone Operator
Good Samaritan Hospital
01.2020 - 10.2021
- Maintained up-to-date knowledge of emergency call procedures.
- Collected and verified telephone numbers, addresses and proper spelling of names.
- Attended safety training meetings to learn procedures for handling medical and fire emergency calls.
- Operated switchboard and routed incoming calls to appropriate departments, patients, or physician
- Operated digital paging system to notify recipients of incoming calls.
- Searched relevant directories to find contacts, business addresses, and medical information for customers and employees.
- Monitored automated systems for placing collect calls and intervened for callers needing assistance.
Secretary III
State Of MD Division Of Rehabilitations Services
06.2017 - 08.2019
- Answered multi-line phone system and greeted callers enthusiastically.
- Scheduled appointments and conducted follow-up calls to clients.
- Maintained office supplies inventory by checking stock and ordering new supplies.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Responded to emails and other correspondence to facilitate communication
- Handled daily scheduling tasks and provided administrative support for entire department.
- Organized envelopes, postage and mail correspondence for staff and management, maintaining postage meter and coordinating with delivery and courier services.
- Produced accurate office files, updated spreadsheets and crafted presentations to support executives and boost team productivity.
- Processed over 25 program applications and eligibility request
- Provided onboarding and training for new support staff.
CNA
Legacy Manor Assisted LLC
05.2014 - 06.2017
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
- Oversaw and maintained patients' rooms, group living areas, and nurse stations.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Documented patient information and care activities in electronic health record.
Bank Teller
PNC Bank
08.2013 - 05.2014
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Provided customer records, account statements and copies of checks.
- Reconciled cash drawer and resolved discrepancies.
- Counted and packaged currency and coins.
- Educated customers on use of banking website and mobile apps.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
Education
Associate of Business Administration - Business Administration
Strayer University
Baltimore, MD06.2019
High School Diploma -
Randallstown High School
Randallstown, MD05.2005
Skills
- Efficient and detail oriented
- Customer Loyalty
- Email Support
- Team Goals
- Understanding Customer Needs
- Creative Problem Solving
- Data Entry
- Live Chat
- Microsoft Office
- Supervisory Experience
Timeline
Remote CSR/Dispatch Manager
Strategic Delivery Solutions
11.2022 - Current
Independent Dispatcher
Noir Legacy Dispatching LLC
03.2021 - 01.2022
Telephone Operator
Good Samaritan Hospital
01.2020 - 10.2021
Management Associate
State Of Maryland Library For The Blind
08.2019 - 07.2023
Secretary III
State Of MD Division Of Rehabilitations Services
06.2017 - 08.2019
CNA
Legacy Manor Assisted LLC
05.2014 - 06.2017
Bank Teller
PNC Bank
08.2013 - 05.2014
Associate of Business Administration - Business Administration
Strayer University
High School Diploma -
Randallstown High School
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