Brittani Smith

614-***-****

*** ******** ******

Newcomerstown, OH 43832 acyrcn@r.postjobfree.com

SUMMARY

I have spent the last ten years working in a company that challenged me in many ways. I have

developed skills in management, customer relations, telemarketing, and technical support. I am

able to quickly discover, research and resolve issues. I am able to lead a team, attain and exceed

goals and ensure customer satisfaction. I am seeking employment with a company that will take

these skills that Ive developed and further expand on them to assist your customers and business

needs.

Microsoft Office Telesales

Customer Service Technical Support

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PROFESSIONAL EXPERIENCE

Verizon Wireless, New Philadelphia, OH 2006-2016

Experience Specialist, 2014 2016

As an Experience Specialist I was in charge of the customers visit from the time they enter the

store, throughout their interaction with a sales person and after their transaction. I would manage

the floor and those customers waiting to be helped, check in and make sure everything was going

well with the sales rep and also help them with any billing, technical support, or phone setup

issues that they might have.

Leading yearly performance rating

Subject matter expert for systems and technical changes

Awards for contributing to additional sales for the solution specialists

Online Customer Service/ Technical Support Coordinator, Dublin, OH 2012-2014

This online role was very rewarding yet challenging. I managed two online chats at a time

covering all areas of the business from billing questions to global technical support.

Team leader/mentor for underperforming representatives

Leading performance rating

Supervisor point of contact

Selected for team to improve processes and department policies

Marketing Coordinator, Dublin, OH 2009-2012

This role specialized in working to retain our established customer base through marketing

promotions. I also would reach out to recent disconnected customers and make offers to have

them come back to Verizon Wireless.

New device subject matter expert

Team leader- run meetings, monitor team follow-ups

Team mentor

Marketing team liaison

Escalation and floor support

Leadership Development program

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Interim Revenue Assurance Coordinator, Dublin, OH 2011

This was selected for this 6 month role based on my performance in my marketing coordinator

position. I was responsible for auditing credits issued by representatives nationwide for trends and

potential issues. I also would pull back erroneous duplicate credits. Another project I ran in this

role was the tracking of tablets that were being sent in for update to the new 4G technology.

Met and exceeded quality goals month over month

Recovered revenue in excess of $500,000

Retail Customer Service Representative, Coshocton, OH 2007-2009

This role specialized in back of the house store management of schedules, inventory, audit

management, opening and closing procedures, etc. I also was responsible for assisting customers

with billing and phone issues.

Won 3 region awards for shrink and inventory management

5 passing audit scores

Numerous store awards for sales performance

Retail Sales Representative, Coshocton, OH 2006-2007

This sales role required asking customers discovery questions to then recommend a full package

of service and equipment needs.

Met and exceeded sales goals

Mount Union College, Alliance, OH 2005-2006

Human Resources Intern

As an intern for the Human Resources team I was able to conduct entrance and exit interviews

and create/ run their first successful year of a wellness program for staff and professors. I assisted

with payroll, the hiring process and rewriting the employee handbook. I also managed all of the

tax documents for the students participating in work study programs.

Employee wellness challenge success

Successful creation of student vs. faculty games

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EDUCATION

Masters Business Administration, Marketing

Florida Institute of Technology, Melbourne, FL

Bachelor of Arts, Political Science, History, Legal Studies

Mount Union College, Alliance, OH

High School Diploma

Newcomerstown High School, Newcomerstown, OH

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