Javascript
BRITTNEY MONTGOMERY
Detroit,MI
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
4
4
years of professional experience
Work History
Client Services Specialist
Charlotte’s
REMOTE
09.2021 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Resolved concerns with products or services to help with retention and drive sales.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Described product highlights and benefits to help guide purchasing decisions.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Customer Service Manager
Zoek Marketing
REMOTE
12.2020 - 09.2021
- Oversaw team of 11 Customer Service and Retention Representatives -Responsible for interviewing, hiring and training new employees
- Maintained customer service quality standards through monitoring employee calls and emails as needed for further coaching opportunities
- Scheduled weekly team meetings to address any policy changes and updates
- Researched customer retention issues and implemented training and procedures to address customer pain points
- Key Accomplishments Reduced overall client cancellation rate by over 4% in 6 months, generating the company over 50,000 a month in revenue
- Created the foundation customer service and retention training manual, implementing new processes for ensuring client satisfaction
- Successfully overhauled the customer service team and created new departments to better handle call overflow and gaps in communication.
Client Retention Supervisor
Zoek Marketing, REMOTE
06.2019 - 12.2020
- Maintained constant communication with both upper management and clients to rectify escalated complaints and service quality issues
- Communicated with clients through phone, chat and email channels within 24 hours to ensure complaints were being addressed in a timely manner
- Maintained contact with clients after complaint resolution to ensure further action on their account would not be unnecessary
- Key Accomplishments Awarded employee of the quarter twice in 2020
- Helped create and establish retention department Established concessions program for client escalations team Served as stand in CS manager when acting manager was out of office
Project Manager, Lead
Zoek Marketing, Ana, Tree
Santa, CA
01.2019 - 06.2019
- Onboarding of new clients and implementing SEO strategies to ensure our clients were being found online by potential customers looking to employ their services
- Setting up Google Business listings, targeted Google Ads campaigns, writing and implementing SEO copy to their site and monitoring their analytics both directly through Google and WIX
- Key Accomplishments Obtained the first employee of the month reward Increased traffic for most clients by 60-80% Oversaw the accounts of 250-300 clients at one time Maintained consistent communication with all clients and company departments to ensure the timely completion of tasks
Lead Dispatcher
Good Tree LA
Long Beach, CA
04.2018 - 12.2018
- Directed investigations to verify and resolve customer or shipper complaints.
- Maintained updated and detailed records of calls in physical and electronic database.
- Conferred with customers to address questions, problems and requests for service or equipment to allocate dispatch coverage during peak service times and during employee shortages.
- Closely monitored dispatch board to triage and prioritize over 75 daily calls.
- Recruited, interviewed and selected employees in compliance with hiring practices and minimum standards of qualification and recommended personnel for promotion, demotion or reclassification to meet staffing requirements.
Education
High School Diploma -
Mayfair Highschool
No Degree - Full Stack Web Development
100 Devs
REMOTE 01.2022 - Current
Skills
Account management
Multi-line phone talent
Service standard compliance
Complaint resolution
Training development aptitude
Search Engine Optimization
Project Management
Schedule optimization
CSS
HTML
SEO techniques
JavaScript
Social media management
Software
HTML
CSS
Klaviyo
Magento
NAV
OChatBot
Salesforce
Slack
Google Suite
WIX
Zoho
Timeline
No Degree - Full Stack Web Development
100 Devs
01.2022 - Current
Client Services Specialist
Charlotte’s
09.2021 - Current
Customer Service Manager
Zoek Marketing
12.2020 - 09.2021
Client Retention Supervisor
Zoek Marketing, REMOTE
06.2019 - 12.2020
Project Manager, Lead
Zoek Marketing, Ana, Tree
01.2019 - 06.2019
Lead Dispatcher
Good Tree LA
04.2018 - 12.2018
High School Diploma -
Mayfair Highschool