Brittney Chapman
Mobile,AL
Summary
Dynamic customer service professional with a proven track record of resolving inquiries swiftly and efficiently, enhancing customer satisfaction ratings. Skilled in processing returns, managing special orders, and utilizing CRM systems to deliver exceptional service and support operational excellence. Successful at processing high-volume calls in fast-paced environments while maintaining detailed records and satisfying customers with successful resolutions. While maintaining privacy of confidential and sensitive information.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Care Agent
Hanna Andersson
09.2024 - 09.2025
- Resolved customer complaints through effective communication and problem-solving techniques.
- Managed high call volumes while ensuring professionalism and efficiency.
- Processed returns and exchanges accurately, adhering to company policies.
- Took special orders in person and via telephone, generating additional monthly revenue.
- Adjusted bills and issued refunds to resolve customer service or billing complaints.
- Strengthened customer retention by offering tailored discount options.
- Processed customer account changes using proprietary software for accuracy.
- Assisted customers with product inquiries and navigation of website features.
Customer Service Email Specialist
Oats Overnight
03.2024 - 07.2024
- Managed high-volume customer inquiries via email, ensuring prompt responses.
- Resolved customer issues by providing accurate information and effective solutions.
- Maintained precise records of customer correspondence in CRM system.
- Assisted customers with website navigation and order placement.
- Processed billing adjustments and refunds to address service complaints.
- Composed personalized emails to update customers on their orders.
- Utilized ticketing systems to prioritize inquiries based on urgency.
- Collaborated with team members to enhance customer experience.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Customer Care Agent
Hanna Andersson
09.2023 - 02.2024
- Resolved customer complaints through effective communication and problem-solving techniques.
- Processed returns and exchanges accurately, adhering to company policies.
- Managed high call volumes while delivering consistent, professional customer service.
- Maintained accurate records of customer interactions in CRM for analysis.
- Enhanced customer experience by providing detailed product information and resolving inquiries efficiently.
- Followed up on pending inquiries, delivering timely updates on request statuses.
- Directed unresolved issues to specialized teams for investigation.
- Documented account information accurately to support swift resolutions.
Customer Service Representative
Williams-Sonoma
08.2022 - 03.2023
- Resolved issues on first call and escalated complex cases for further support.
- Educated customers on product features and services to improve satisfaction.
- Assisted customers with product installation and usage inquiries.
- Coordinated with third-party vendors for resolution of escalated customer issues.
- Investigated complaints regarding product quality and service delivery.
- Prioritized workloads to fulfill customer needs while meeting deadlines.
- Responded promptly and professionally to customer emails and phone calls.
- Documented correspondence in CRM to track requests, problems, and solutions.
Office Manager
JETCO
04.2020 - 01.2022
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Established team priorities, maintained schedules and monitored performance.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Managed client files and records, ensuring adherence to safety procedures to prevent data breaches and misuse.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Identified customer needs and communicated them to supply chain and quality teams to enhance service delivery.
- Cultivated rapport with employees, fostering a positive work environment that supported morale and retention.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Customer Service Liaison
Mobile Wings Inc.
08.2010 - 03.2020
- Provided exceptional customer service to every customer by leveraging extensive product and service knowledge and creating warm, welcoming environments.
- Facilitated timely and accurate completion of multiple orders to enhance customer satisfaction.
- Maintained a calm, friendly demeanor with upset customers to de-escalate stressful situations.
- Used highly effective selling skills while properly engaging and presenting solutions to customers.
- Informed customers about special pricing and company offerings.
- Collaborated with management to develop and implement proactive customer service solutions, improving overall service quality.
- Guided customers in selecting and customizing items to fulfill specific needs, ensuring personalized service.
- Worked with cross-functional teams and a diverse group of colleagues to achieve team goals and meet customer needs.
Education
High School -
Theodore High School
Theodore, ALSome College (No Degree) - Business Administration And Management
University of Mobile
Mobile, ALSkills
- Customer relationship management
- Call center experience
- Inbound customer service
- First call resolution
- Order and refund processing
- Custom order management
- Complaint resolution
- Retention strategies
- Effective communication
- Verbal communication
- Email correspondence
- Documentation and reporting
- Technical troubleshooting
- CRM software
- Data entry accuracy
- Billing procedures
- Upselling techniques
- Quality assurance
- Conflict resolution
- Issue escalation
- Account management
- Team collaboration
- Multitasking skills
- Adaptability and flexibility
- Emotional intelligence
- Empathy and patience
- Customer service excellence
- Phone etiquette
- Product knowledge
- Product education
- Customer service excellence
Certification
- Customer Service Professional Certificate
- Customer Service Representative Certificate
- Salesforce
Timeline
Customer Care Agent
Hanna Andersson
09.2024 - 09.2025
Customer Service Email Specialist
Oats Overnight
03.2024 - 07.2024
Customer Care Agent
Hanna Andersson
09.2023 - 02.2024
Customer Service Representative
Williams-Sonoma
08.2022 - 03.2023
Office Manager
JETCO
04.2020 - 01.2022
Customer Service Liaison
Mobile Wings Inc.
08.2010 - 03.2020
High School -
Theodore High School
Some College (No Degree) - Business Administration And Management
University of Mobile