Customer Care Service

Brittany Hart

**** ******* **** *****, ***** Las Vegas, Nevada

702-***-****

*************@*****.***

SKILLS

Superior communication and typing skills with an excellent understanding of Microsoft Word and Excel. Outstanding with handling multiple tasks, analyzing situations and solving problems. EXPERIENCE

Assistant Manager, FirstService Residential April 2016 to July 2018 Assist homeowners with questions and concerns related to (CC&R's, Architectural Requests, Website, Homeowner Request Forms, Violations and Complaints). Coordinate meetings

(vendors, homeowners and Board of Directors). Organize events for HOA Community. Responsible for creating and maintaining content on community website. Customer Care Supervisor, FirstService Residential October 2015 to April 2016 Creation and implementation of 90 day On the Job training program, delivery of 30/60/90-day Performance Review for agents. Provided ongoing development for agents during their first 90 days. Distribution of stats/coaching of calls. Complete weekly one on ones with agents, set weekly goals, discuss quality scores, stats, accomplishments, strengths and challenges. Team Lead-Customer Care Associate, FirstService Residential July 2012 to October 2015 Distribute daily stats from the previous day (include best practices to help agent meet expectations). Conduct one on one performance reviews. Shadow agents to identify trends. Take in-bound calls and assist homeowners with account inquires, balances, violations, payment options, fine disputes, website setup, resale questions. EDUCATION

Endeavor High School 2007 - High School Graduate