Summary
Overview
Work History
Education
Skills
Professional References
References
Timeline
Generic

BRITTNY FERRAND

Houston,USA

Summary

Friendly and reliable with years of experience in busy call centers. Skilled at solving customer problems by asking the right questions and finding clear, fair solutions. Focused on keeping customers happy while following company rules. Experienced in meeting goals like call time, quality, and customer satisfaction. Comfortable using online tools and systems. Committed to following policies, working with all kinds of people, and building strong customer relationships.

Overview

8
8
years of professional experience

Work History

Customer Service Representative Level 2

Golden Customer Care
Remote, Utah
07.2023 - 03.2025
  • Handle a high volume of inbound customer inquiries daily, providing fast and accurate resolutions to complex issues.
  • Use critical thinking and effective questioning to identify root causes and present clear, realistic solutions.
  • Deliver empathetic support and establish strong customer rapport, even in escalated or sensitive situations.
  • Apply sound judgment to find proactive resolutions when standard procedures do not apply.
  • Consistently meet and exceed KPIs, including Average Handle Time (AHT), resolution rate, schedule adherence, and customer satisfaction.
  • Navigate multiple digital platforms simultaneously, including CRM tools, knowledge bases, and chat systems.
  • Maintain strict adherence to internal processes and compliance standards while handling confidential information.
  • Contribute to a supportive, inclusive team culture by promoting collaboration and valuing diverse perspectives.

Administrator

Allied Universal
Houston, TX
06.2017 - 06.2023
  • Assist employees and contractors with attaining proper access badges.
  • Remove access privileges, and deactivate badge profiles from terminated staff.
  • Communicating between contractors, employees, security, admin, HR, EHS and other internal departments to maintain control shipping and receiving of company property throughout the U.S.
  • Kept records to ensure prompt reordering of all in-demand stock for shipments.

Customer Service Specialist

All Web Leads
US
07.2020 - 11.2022
  • Effectively communicate via multiple contact channels by utilizing active listening and clearly speaking to customers.
  • Outbound calling, scheduling patient appointments using a call script for multiple types of leads.
  • Collect, record, and accurately maintain pertinent consumer information.
  • Answered inbound call.

Education

Bachelor - Early Childhood Education

University of Arizona
Tucson, AZ
01-2022

High School Diploma -

East St. John High School
LA
01.2011

Skills

  • CRM Systems (eg, Salesforce, Zendesk)
  • Knowledge Management Tools
  • Instant Messaging and Internal Chat Platforms
  • Web-Based Customer Support Tools
  • Proficient in Internet Research & Troubleshooting

Professional References

  • Verzanana Williams, Asset Protection Manager, Securitas Security, (281) 248-1940
  • Ronshana Warren, Training Leader, Allied Universal, (936) 666-4643
  • Cola Small, General Manager, McDonald's, (985) 860-5996

References

References available upon request.

Timeline

Customer Service Representative Level 2

Golden Customer Care
07.2023 - 03.2025

Customer Service Specialist

All Web Leads
07.2020 - 11.2022

Administrator

Allied Universal
06.2017 - 06.2023

Bachelor - Early Childhood Education

University of Arizona

High School Diploma -

East St. John High School

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