Tynisa Brittian
Atlanta,GA
Summary
Dedicated Lead Customer Service Representative known for strong customer relationship management and conflict resolution skills. Experienced in training staff and optimizing service delivery to foster a positive customer experience.
Overview
14
14
years of professional experience
Work History
Lead Customer Service Representative
U-Haul
Riverdale, Georgia
02.2019 - Current
- Assisted customers with reservations, equipment rentals, and returns.
- Trained new staff on company policies and customer interaction techniques.
- Led team in delivering exceptional customer service experiences.
- Maintained knowledge of U-Haul products and services for accurate information provision.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Resolved customer inquiries and complaints in-person or by phone, ensuring immediate issue resolution.
- Maintained up-to-date knowledge of company products and services.
- Provided guidance and support to customer service representatives.
- Directed inbound calls in phone queues to improve call flow.
- Updated customer account information using proprietary software to maintain accurate records.
- Ensured compliance with applicable laws, regulations and organizational policies.
- Handled inquiries from customers regarding product information or services offered.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Informed customers about available products and services during interactions to enhance their experience.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Collected deposits or payments and arranged for billing.
Crew Trainer
G & K Services
Atlanta, GA
11.2011 - 05.2018
- Trained new crew members on operational procedures and safety protocols.
- Coordinated daily tasks to ensure smooth workflow in service delivery.
- Monitored equipment and supplies to maintain optimal operational readiness.
- Provided ongoing support and mentorship to junior crew members during shifts.
- Implemented best practices to enhance service quality and team performance.
- Facilitated communication between team members and management for efficiency improvements.
- Instructed new team members on correct procedures for operations.
- Monitored performance of crew members in the field, providing feedback and guidance when needed.
- Provided constructive feedback and one-on-one coaching to employees.
- Ensured that all safety protocols were followed during training sessions.
- Encouraged open communication between trainees and management throughout the learning process.
- Collaborated with other trainers to develop effective methods for teaching new concepts.
- Documented performance, safety and customer service needs to improve operations.
- Provided ongoing mentorship to crew members, enhancing team performance.
- Demonstrated proper use of equipment, ensuring safety and efficiency.
- Led by example, upholding company policies and exemplifying desired behaviors.
Education
High School Diploma -
D.M. Therrell High School
Atlanta, GA06-1995
Skills
- Customer relationship management
- Conflict resolution
- Training and development
- Reservation systems
- Billing adjustments
- Service optimization
- Team leadership
- Product knowledge
- Customer service
- Effective communication
- Safety protocols
- Complaint resolution
- Problem-solving
- Customer complaint resolution
- Call center experience
- Multitasking and organization
- Credit card processing
- Fast learner
- Payment processing
- Quality control
- Appointment setting
- Positive and friendly
- Team member training
- Customer support
- Attention to detail
Accomplishments
Outstanding Motivation 2004
Timeline
Lead Customer Service Representative
U-Haul
02.2019 - Current
Crew Trainer
G & K Services
11.2011 - 05.2018
High School Diploma -
D.M. Therrell High School