ERIC BRIGGS
Customer Experience Agent
SACRAMENTO
Summary
Customer Service and Operations Professional with 20+ years of experience in customer service, logistics, client support, and fast-paced, regulated environments. Proven ability to manage client relationships, coordinate operations, and resolve complex issues with accuracy and efficiency. Known for clear communication, strong organizational skills, and delivering consistent, high-quality service.
Dedicated customer service professional seeking to contribute by delivering exceptional customer support while consistently following safety protocols, compliance requirements, and escalation procedures to protect customers, employees, and the public.
Overview
16
16
years of professional experience
Work History
Client Associate
ECHO Global Logistics
03.2025 - 03.2026
- Proactively identified, qualified, and secured new business opportunities through cold calling, networking, and lead generation.
- Built and nurtured long-term relationships with a portfolio of clients, serving as their primary point of contact for all logistics needs.
- Understood client business challenges and transportation requirements to recommend tailored logistics solutions, including freight brokerage, managed transportation, and other 3PL services.
- Managed the entire sales cycle from initial contact to contract negotiation and closing deals.
- updated organization about industry trends, market conditions, and competitor activities to effectively position Echo's services.
- Work closely with the operations and support teams to ensure seamless service delivery and high client satisfaction.
- Track sales activities, pipeline progress, and key performance indicators (KPIs) using the company's CRM system.
Dispatcher
Humble Root
01.2023 - 10.2024
- Supervised and coordinated the daily operations of a team of dispatchers, ensuring efficient and timely delivery of products to customers and retail locations.
- Managed and optimized delivery routes, tracking drivers and deliveries to meet strict timelines while maintaining compliance with local and state regulations.
- Acted as the primary point of contact for drivers, resolving any logistical or customer-related issues in real-time and ensuring the highest level of customer service, including safety protocols.
- Collaborated with inventory and sales teams to track product availability and ensure the accurate fulfillment of orders, minimizing errors and delays.
Home Loan Specialist
Private National Mortgage Company (PennyMac)
01.2020 - 12.2022
- Experienced in search engine optimization, business planning, coaching, sales and customer relationship management.
- Worked with top wholesale lenders in the nation to provide the best rates and pricing.
- Streamlined loan application procedures to expedite approval processes.
- Conducted comprehensive reviews of loan files, while proactively identifying and resolving potential issues to prevent delays.
- Effectively managed multiple loans concurrently, maintaining high levels of organization and attention to detail.
- Enhanced customer satisfaction through expert guidance on home loan products and processes.
- Fostered a positive work environment by collaborating with team members, contributing to a productive atmosphere.
Tax Technician
FRANCHISE TAX BOARD
12.2009 - 01.2020
- Responded to taxpayers via inbound/outbound calls and correspondence to educate and achieve compliance on current liabilities through installment agreements or withholding orders.
- Educated taxpayers of California individual and business laws & policies to understand their liabilities and obligations, preventing future delinquencies, and mitigate consequences of non-compliance.
- Reviewed, researched and analyzed complex accounts using Franchise Tax Board systems for personal income tax and business entities compliance.
- Allocated federal payments utilizing Franchise Tax Board and IRS connected systems to ensure compliance on delinquent debts.
- Prepared analytical reports through Microsoft Excel to assist with yearly fiscal earnings and budget analysis for the Federal Treasury Offset Program within Franchise Tax Board.
- Subject-matter expert with assistance of retrieving, configuration and completion of data spreadsheets and reports outlining federal funds allocation, payment verification, and unit procedural updates.
- Responsible for training staff on procedures for manual certified mail processing to streamline efficient delivery of Franchise Tax Board notices.
Education
Associate's Degree - Communications
COSUMNES RIVER COLLEGE
SACRAMENTO, CASkills
Proficient in Microsoft Office Applications
Working knowledge of State and Federal Tax Law
Compliance awareness
Customer relations
Call center experience
Interpersonal communications
Customer complaint resolution
Research and analysis
CRM software
Live chat support
Dispatch coordination
Data entry
Timeline
Client Associate
ECHO Global Logistics
03.2025 - 03.2026
Dispatcher
Humble Root
01.2023 - 10.2024
Home Loan Specialist
Private National Mortgage Company (PennyMac)
01.2020 - 12.2022
Tax Technician
FRANCHISE TAX BOARD
12.2009 - 01.2020
Associate's Degree - Communications
COSUMNES RIVER COLLEGE