Brittney O'Riley
Happy Valley
Summary
Earnest individual with experience providing support and guidance to individuals in need in various departments through inbound and outbound customer service. Strong understanding of effectively working with people from diverse backgrounds. Passionate about helping others. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid interpersonal escalations.
Overview
10
10
years of professional experience
Work History
Regional Director of Operations
My Gym Children's Fitness Center
2018.09 - 2022.10
- Cultivated strong relationships with clients through effective account management practices, leading to increased trust in our services as well as repeat client opportunities.
- Educated families about available resources for assistance regarding memberships.
- Supported organizational goals by contributing insights from call experiences during team meetings and debriefings.
- Assisted callers, utilizing active listening skills and de-escalation techniques per situations.
- Participated in ongoing professional development opportunities to stay current with best practices.
- Handled sensitive topics with professionalism and empathy.
Pet Ambassador Manager
Hannah The Pet Society
2012.10 - 2016.10
- Facilitated smooth daily operations by answering incoming calls, directing inquiries, and taking messages for veterinarians as needed.
- Managed multi-line phone system and pleasantly greeted patients.
- Provided compassionate support during difficult situations such as end-of-life decisions or emergency visits, establishing trust with clients.
- Participated in after-hours on-call rotations to provide round-the-clock emergency support for patients, contributing to a high level of service and commitment to pet health.
- Adapted effectively to fast-paced working environments requiring critical thinking and problem-solving skills in high-pressure situations.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
Education
Associate of Arts - Mass Communication And Media Studies
Clackamas College
Oregon City, OR06.2019
High School Diploma -
Alliance Charter Academy
Oregon City, OR06.2011
Skills
- 100 WPM
- Microsoft Office
- Call Center Management
- Operating Systems: iOS, Android, Mac, Windows
- Interpersonal Skills
- Active Listening
- Critical Thinking
Timeline
Regional Director of Operations
My Gym Children's Fitness Center
2018.09 - 2022.10
Pet Ambassador Manager
Hannah The Pet Society
2012.10 - 2016.10
Associate of Arts - Mass Communication And Media Studies
Clackamas College
High School Diploma -
Alliance Charter Academy
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