Walea Britton
Shelby Township,MI
Summary
Personable with strong communication skills. Reliable with a pleasant demeanor and terrific work ethic. Customer focused and proficient in handling in coming and outgoing calls. Focused on providing professional service and support to every visitor. Diligent about scheduling appointments. Positive nature with excellent people skills.
Overview
21
21
years of professional experience
Work History
Call Center Representative
MSGCU
TROY, MI
11.2023 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Identified upselling opportunities to increase revenue generation.
Licensed Real Estate Assistant
Ashley Boals
Houghton Lake
02.2021 - 04.2024
- Add property listings to the MLS, maintain online filing system, organize client database
- Answer Zillow leads, emails and assisting with property closings.
- Maintains social media through Meta using Canva.
- Show properties to potential buyers.
Call Center Representative
Comerica Bank
Auburn Hills, MI
06.2023 - 11.2023
- Responded to customer calls to answer questions about their accounts, products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality.
- Achieve high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
Administrative Assistant
Eller Services
Rochester Hills, MI
06.2020 - 06.2023
- Answered multi-line phone system, scheduled appointments on calendar
- Executed record filing system to improve document organization and management.
- Scheduled client appointments for staff teams.
- Sorted and distributed office mail.
Realtor Assistant
Midge & Co
09.2017 - 01.2020
- Answered phones and transferred callers to relevant departments and staff members.
- Assisted customers with questions and resolution of issues to maintain high satisfaction ratings.
- Delivered exemplary customer service and support by remaining poised in most stressful situations.
- Responded quickly to customer inquiries, asking questions to better understand needs.
Real Estate Agent
Midge & Co
09.2016 - 09.2017
- Successfully guided home buyers and sellers through sales and purchase of properties.
- Coordinated appointments with prospective buyers to showcase houses and plots.
- Advised prospective clients on current market activities.
- Promoted property sales through advertisements, open houses and participation in multiple listing services.
- Advertised properties to general public via networking, brochures, ads and multiple listing services to maximize exposure.
- Answered phonecalls and emails from potential and existing customers.
- Wrote contracts between buyers and sellers and ensured adherence.
- Negotiated contracts and coordinate with lenders, attorneys and inspectors.
- Maintained agent contacts database using Salesforce and Constant Contact.
- Created and distributed outbound print marketing materials and advertisement copy to promote new properties.
- Supported efficient operations by managing errands like dropping off lockboxes and clerical tasks such as business correspondence.
- Organized and maintained systems to track leads coming from social media, website and other funnels.
- Sorted and distributed incoming mail, dispersing to appropriate departments and personnel.
Customer Service Representative
Northline Express
05.2008 - 06.2013
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Addressed customer service inquiries quickly and accurately.
- Documented conversations with customers to track requests, problems and solutions.
- Maintained revenue streams by exhausting every option before offering refunds.
- Supported sales management to optimize business development.
- Took daily inbound calls and key-entered orders, faxes, backorders and credit memos for assigned accounts and clients.
Business Owner
Navajo Trading Post
Houghton Lake
05.2004 - 10.2008
- Responsible for the stocking, display/presentation, and pricing of store merchandise
- Greets and assists guests; accurately processes guest payments by operating cash register and/or credit card machine.
- Trained employees to perform daily duties
- Oversaw budget planning and accounting functions, sent weekly payroll to accounting.
- Met with service vendors to purchase merchandise. Maintained proper inventory.
Server
G's Pizzeria & Deli
Houghton Lake, MI
05.2003 - 05.2008
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Bussed and reset tables to keep dining room and work areas clean.
Education
Some College (No Degree) -
Mid Michigan Community College
Harrison, MISkills
- Excellent communication skills
- Internet savvy
- Market research
- MLS
- Scanning and copying
- Scheduling and calendar management
- Customer service
- Database entry
- Contract negotiation
- Property showing
- Honest and ethical
- Accounts Payable and Accounts Receivable
- Data Verification
- Multi-Line Phone Systems
- Filing Experience
- Verbal and Written Communication
- Vendor Relations Skills
- Time Management
- File Systems Management
- Assessment Scheduling
- Inventory Purchasing
- Preparing Contracts
- Complex Problem-Solving
- File Management
- Schedule Management
- Digital File Management
- Managing Purchasing Activities
- Mail Distribution
- Reception Functions
- Administrative Procedures
- Organize Files
- Remote Conferencing
- Reading Comprehension
- Email Correspondence
- Supply Inventory Control
- Google Docs
- Database and Client Management Systems
- Social Media Updating
- Set Appointments
- Call Forwarding
- Cash Drawer Management
Timeline
Call Center Representative
MSGCU
11.2023 - Current
Call Center Representative
Comerica Bank
06.2023 - 11.2023
Licensed Real Estate Assistant
Ashley Boals
02.2021 - 04.2024
Administrative Assistant
Eller Services
06.2020 - 06.2023
Realtor Assistant
Midge & Co
09.2017 - 01.2020
Real Estate Agent
Midge & Co
09.2016 - 09.2017
Customer Service Representative
Northline Express
05.2008 - 06.2013
Business Owner
Navajo Trading Post
05.2004 - 10.2008
Server
G's Pizzeria & Deli
05.2003 - 05.2008
Some College (No Degree) -
Mid Michigan Community College