Brittney Smith
Houston,TX
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
4
4
years of professional experience
Work History
Customer Service Representative (WFH)
EngageCx
Houston, TX
05.2025 - Current
- Make outbound calls for 2 campaign partners (Humana & Optum)
- Administer health risk assessments for new enrolled members for Humana to maximize additional benefits
- Meet target goal of 16+ HRAs (Health Risk Assessments) daily
- Provide resources and tips for members experiencing hardship
- Pre Register new United Health Care members with Optum Home Delivery Pharmacy to have medications delivered to home
- Confirm medication amount, strength, dose and form as well as provider and current pharmacy
- Meet customer call guidelines for service levels, handle time and productivity
Customer Experience Representative (WFH)
Lowes Home Improvment
Houston, TX
06.2023 - 11.2024
- Interacts with customers via telephone, email, to provide support and information on products or services.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Promoted upselling opportunities when appropriate, contributing to increased revenue generation through add-on sales or upgrades of existing products /services.
- Documented customer interactions in internal database to maintain customer service history details.
- Handle complaints, provide appropriate solutions for customers, and follow up to resolve any issues their customers experience.
- Provide accurate, valid and complete information by using the right methods/tools
Customer Service Representative (WFH)
Agero
Houston, TX
01.2022 - 01.2023
- Answered inbound calls assisting motorist who are stranded and in need of roadside assistance
- Secure services for towing, lockouts, tire changes and fuel delivery
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Assist with basic roadside assistance when required and communicate effectively with clients
- Verify clients safety throughout call, verify location to be able to send help and verify roadside coverage with insurance
Customer Service Representative (WFH)
Victoria Secret
Houston, TX
10.2021 - 01.2022
- Helped customers open and activate new accounts by providing information about Victoria's Secret charge card and loyalty program.
- Assist customers with their online orders and applying coupons
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answer customer questions about available merchandise, sales, current prices and requests for products, services, and company information
- Gave customers [Product or Service] recommendations after thoroughly explaining the details.
- Answered customer calls promptly to avoid long wait times on hold.
- Used sale skills to promote products on sale and to take advantage of upsell opportunities.
Education
No Degree - Medical Diagnostic Sonography
Lone Star College
Houston, TX12-2027
Eisenhower High School
Houston, TX06-2012
Skills
- Customer service
- Call center experience
- Problem resolution
- Payment processing
- Microsoft Excel, Outlook, Office
- Order processing
- Product sales
- Medical terms
- Medications
- HIPAA
Timeline
Customer Service Representative (WFH)
EngageCx
05.2025 - Current
Customer Experience Representative (WFH)
Lowes Home Improvment
06.2023 - 11.2024
Customer Service Representative (WFH)
Agero
01.2022 - 01.2023
Customer Service Representative (WFH)
Victoria Secret
10.2021 - 01.2022
No Degree - Medical Diagnostic Sonography
Lone Star College
Eisenhower High School