Customer Service Representative
Resume:
Brittany Riley
(***) -***-**** ************@*****.*** Newark DE
SUMMARY
Experienced customer service representative proficient in CRM software, data analysis, and project management. Strong skills in troubleshooting and effective communication, with a solutions-oriented approach to customer service. Committed team player and leader who adapts quickly to change and manages time efficiently.
SKILLS
Proficient in time management, multi-tasking,
and adapting to changing circumstances
Strong communicator with effective listening
skills and empathy
Demonstrated teamwork and leadership
abilities
Quick and efficient learner of new software
and technologies
Microsoft Office Suite, including Word,
PowerPoint, and Outlook.
Familiarity with cloud-based file storage
systems such as Google Drive and Dropbox,
as well as remote collaboration tools like
Zoom and WebEx.
EXPERIENCE
Customer Service Representative, Vanguard, May 2022-October 2022 Remote
Skilled in handling withdrawals, loans, and loan repayments with a 99% accuracy rate and proficient in executing rollovers to other active retirement plans or IRAs Experienced in discussing account balances, contributions, and payment deductions with clients, leading to a 90% customer satisfaction rate and providing support with security measures
Adept in closing out accounts, resetting and blocking accounts and knowledgeable in creating cases for deceased clients, marriages, and divorces Committed to providing exceptional support, showing compassion, enthusiasm, and a solutions-oriented approach
Customer Service Representative, Navient, July 2021-March 2022 Remote
Resolved customer account lockouts and unemployment claims in a timely manner with a success rate of 96%
Utilize a variety of software programs to respond to customer inquiries through email and phone and provide solutions within an average time of 8 minutes Provided exceptional customer service across multiple channels and collaborating with cross- functional teams to resolve complex issues
Utilized CRM software to track customer interactions, improve efficiency, and consistently exceed key performance metrics through active listening and staying current on company products and services
Roadside Assistance, AAA, January 2021-April 2021
Newark, DE
Provided comprehensive road trip information and coordinated with vendors for member services
Managed and prioritized a high volume of customer issues and complaints in a timely manner across multiple channels, including email, phone, live chat, and social media Resolved technical issues for members with remote support tools Demonstrated empathy and positive attitude, using effective communication and interpersonal skills to resolve customer inquiries Shift Lead, Main Event, March 2018-December 2020
Newark, DE
Handle customer inquiries and cases in a timely and professional manner, making decisions in accordance with policies and procedures
Implemented cost-saving measures, updated recipes and menu items based on customer feedback, and sourced fresh ingredients
Coordinated special events and implemented systems to streamline kitchen operations and improve accuracy
Monitored costs, maintained relationships with front of house staff, and provided regular training to maintain high standards and improve skills while managing budgets and contributing to financial success
Training Associate, Panera Bread, July 2011-February 2018 Newark, DE
Committed to delivering excellent customer service and ensuring high levels of customer satisfaction.
Experienced in training and mentoring team members on the significance of providing top-notch customer service
Able to manage multiple tasks simultaneously, adaptable to changing circumstances and able to quickly resolve any challenges that arise
Maintained positive working relationships with suppliers and vendors to ensure a steady supply of high-quality ingredients and products
EDUCATION AND TRAINING
Culinary Arts
Delaware Technical Community College of Newark DE, Newark DE
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