Brittany Gray

***** *** **. *. #***, Palmdale, CA 93551 • Cell: 661-***-**** • ad2iga@r.postjobfree.com

Professional Summary:

Qualified customer service representative with 5+ years in fast-paced customer service and call center environments. Personable and professional under pressure.

Skills:

Skilled in call center operations

Adheres to customer service procedures

Strong problem solving aptitude

Multi-line phone operation proficiency

Exceptional communication skills

Quick learner

Strong client relations

Credit card processing

Work History:

Dispatcher, 08/2007 to 06/2008

Presidential Limousine – Las Vegas, NV

Ensure that all customers are picked up on-time.

Responsible for knowing the location of all vehicles at all times while dispatching.

Keep dispatch screen updated and coded accurately at all times.

Communicate all changes and details with chauffeurs, wingman and any other appropriate personnel or customers.

Oversee the checking in and out of vehicles and equipment and communicating to the appropriate source, any damage, loss or abuse of either.

Interact with office staff, managers, clients, and chauffeurs to ensure the accommodations of and/or special requests pertaining to certain jobs.

Take all customer calls that include reservations, changes, or cancellations.

Handle customer complaints immediately, courteously and efficiently.

Report any problems with any reservation, by creating an incident report in the specific order in the Odyssey program.

Customer Service Representative - Call Center, 12/2008 09/2009

Princess Cruises – Valencia, CA

Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.

Analyzed call volume and average call time to monitor Customer Service Representative Performance and productivity.

Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.

Accurately documented, researched and resolved customer service issues.

Managed high call volume with tact and professionalism.

Defused volatile customer situations calmly and courteously.

Met or exceeded service and quality standards every review period.

Addressed and resolved customer product complaints empathetically and professionally.

Client Services Representative 1 & 2 – Call Center, 06/2017 – Current

Quest Diagnostics – Valencia, CA

Handles all customer inquiries received by telephone, fax, or email regarding reporting of patient results, inquiries of tests and services, concerns of service failures and other duties to provide superior service.

Report laboratory results to clients and patients using established protocols.

Document reporting or call history in required format and maintain complete and accurate records.

Contact the client to resolve routine matters related to patient testing and result reporting.

Report client concerns using established protocols.

Provides education and guidance to clients about Quest Diagnostics lab processes.

Escalates issues as appropriate using established protocols.

Leads by example in demonstrating “gold standards” behavior.

Perform other duties as required to meet the customer requirements.

Skilled in using QLS and ADT systems.

Education:

GED: 2007

Highland High School - Palmdale, CA

Pharmacy Technician Certification: Pharmacy Technician, 2013

Florida Gulf Coast University - Fort Myers, FL

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