Glorious Britton
Summary
Dynamic and results-driven professional with 8+ years of experience in customer success, relationship management, and process optimization across diverse industries. Proven ability to leverage CRM platforms (Salesforce, Zoho) and data analytics to drive revenue growth, improve operational efficiency, and elevate client experiences. Proficient at cross-functional collaboration, vendor management, and developing scalable solutions in fast-paced environments.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Live Ops Agent Services, LLC
12.2023 - 07.2025
- Delivered front-line customer support across phone, email, and chat platforms.
- Enhanced customer engagement by efficiently navigating Salesforce CRM.
- Provided tailored solutions for diverse customer demographics, ensuring positive outcomes.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Service Delivery Specialist
Amazon.com
12.2021 - 12.2023
- Oversaw last-mile delivery operations, ensuring on-time performance and client satisfaction.
- Resolved escalated customer issues, contributing to improved customer satisfaction scores.
- Collaborated with internal teams to refine delivery protocols and KPIs.
- Enhanced customer satisfaction with timely resolution of issues and proactive communication.
- Performed routine inspection and preventive care on assigned equipment and communicated defects and needed repairs to company personnel.
- Obtained receipts and signatures for confirmation of delivered goods.
- Planned and adjusted routes for changing conditions with global positioning systems (GPS) equipment to minimize fuel consumption.
- Conducted daily mechanical, safety, and emergency equipment checks for optimal performance.
- Loaded and unloaded cargo to sustain integrity of goods delivered.
- Analyzed load-related documentation and completed and accurate records.
Customer Service & Logistics Coordinator
Independent Contractor
09.2018 - 12.2021
- Foster vendor and dealer relationships to enhance supply chain operations.
- Implement data-driven solutions that reduced logistics costs by 15%.
- Monitor and resolve service delivery challenges, improving on-time delivery metrics.
- Analyzed customer requirements and provided customized logistics solutions.
- Strategized best methods and tactics for efficient storage and handling of materials.
- Negotiated contracts to secure favorable rates and terms.
- Adapted quickly to unexpected disruptions in the supply chain, developing contingency plans to minimize negative impacts on business operations.
- Coordinated with suppliers to ensure timely delivery of goods, minimizing stockouts.
Customer Success Specialist
Smithsonian Realty Group
03.2015 - 09.2018
- Manage and nurture client relationships, achieving 95% retention and repeat business.
- Utilize Zoho CRM for lead management, pipeline tracking, and performance reporting.
- Provide market research insights to assist clients in making informed investment decisions.
- Coordinate with cross-functional teams to execute customer-centric initiatives.
- Promoted a positive brand image by consistently delivering exceptional customer service experiences.
- Cultivated and maintained strong relationships with customers to ensure a positive customer experience.
- Conducted regular account reviews to assess client status, identify opportunities, and ensure continued success.
- Collaborated with cross-functional teams to advocate for customer needs and drive product improvements.
Education
Associate of Arts - General Studies
LoneStar College
Houston, TX12-2011
Skills
- Customer Success Management & Retention
- CRM Systems (Salesforce, Zoho, HubSpot)
- Relationship & Vendor Management
- Data Analytics & Reporting (Excel, Power BI)
- Process Improvement & Workflow Optimization
- Strong Verbal & Written Communication
- Cross-Functional Team Collaboration
- Customer service
- Active listening
- Critical thinking
- Microsoft Excel
- Complaint resolution
- Call center operations
- Client relations
- Data entry
Timeline
Customer Service Representative
Live Ops Agent Services, LLC
12.2023 - 07.2025
Customer Service Delivery Specialist
Amazon.com
12.2021 - 12.2023
Customer Service & Logistics Coordinator
Independent Contractor
09.2018 - 12.2021
Customer Success Specialist
Smithsonian Realty Group
03.2015 - 09.2018
Associate of Arts - General Studies
LoneStar College
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