Brittney Richburg
Bessemer,AL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the customer service call center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Right of Way Coordinator
Spire
Birmingham, AL
01.2017 - 09.2020
- Received and responded to customer requests via letters, emails, telephone calls and in-person interactions.
- Entered data, generated reports and produced tracking documents.
- Managed filing systems for electronic and hard copy documents to keep organized records.
- Managed conference scheduling and travel arrangements for key personnel.
- Received vendor invoices, validated for accuracy and routed for approval to prepare for payment processing.
- Submitted land acquisition applications to owners and government agencies to enable project progression.
- Searched public domain records and private databases to locate property ownership documentation.
- Followed land acquisition and construction permitting schedules to facilitate on-time project completion.
Dispatcher/Customer Service Representative
Spire
Birmingham, AL
10.2016 - 01.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Directed dispatching, routing and tracking of 100+ fleet vehicles.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Monitored flow of paperwork and directed information to appropriate departments.
- Responded to over 75 daily caller requests with information about assistance and timeframes.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
Human Resources Assistant
Spire
Birmingham, AL
01.2016 - 10.2016
- Administered compensation, benefits and performance management systems and safety and recreation programs.
- Filed paperwork, sorted and delivered mail, and maintained office organization.
- Delivered friendly assistance with new hires throughout interviewing and hiring process.
- Created and completed personnel action forms for hires, terminations, title changes and terminations.
- Set up orientations and initial training for new employees.
- Supported HR functions with emphasis on record keeping, data entry and general HR tasks.
Safety Assistant
Alagasco
Birmingham, AL
07.2015 - 01.2016
- Provided assistance in managing health and safety programs aligned with industry standards.
- Gathered information, prepared reports, and drafted correspondence related to cases.
- Reduced safety incidents by 30% by training and teaching risk management techniques, hazard identification, quality checks and documentation.
- Wrote, coordinated and delivered mass educational briefings focused on occupational accident trends and prevention.
- Implemented safety training and traffic safety instructional courses which bolstered improvements in safety culture across personnel groups.
Call Center Quality Assurance Supervisor
Collegiate Admissions Retention & Solutions
Hoover, AL
09.2009 - 07.2015
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Determined quality assurance benchmarks and set standards for improvement.
- Determined quality assurance benchmarks and set standards for improvement.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Managed over 75 customer calls per day.
Education
Business Administration And Management
Alabama State University
Montgomery, AL12.2009
High School Diploma -
Minor High School
Adamsville, AL05.2004
Skills
- Microsoft Office Suite
- Regulatory Compliance
- Coaching and Mentoring
- Handling Customer Complaints
- Invoice Preparation and Processing
- Data Entry and Maintenance
- Easement Acquisition
- Permitting
- Public Improvement Projects
Timeline
Right of Way Coordinator
Spire
01.2017 - 09.2020
Dispatcher/Customer Service Representative
Spire
10.2016 - 01.2017
Human Resources Assistant
Spire
01.2016 - 10.2016
Safety Assistant
Alagasco
07.2015 - 01.2016
Call Center Quality Assurance Supervisor
Collegiate Admissions Retention & Solutions
09.2009 - 07.2015
Business Administration And Management
Alabama State University
High School Diploma -
Minor High School
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