BRITTNEY PORTER

725-***-**** ad4tby@r.postjobfree.com

SUMMARY

A personable and dedicated customer service representative with extensive experience in customer relations and Data Entry. Works hard to be a solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Relentlessly motivated to maintain customer satisfaction and contribute to company success makes her an asset in whichever role and/or department assigned.

SKILLS

Efficient and Detail-Oriented

Technical Support

Medical Insurance Rep

Supervisory Experience

Sales

Email Support

Salesforce

Zendesk

Understanding Customer Needs

Creative Problem Solving

Call Documentation

Order and Refund Processing

Data Entry

CRM Software

Live Chat Support

Microsoft Office

Billing

EXPERIENCE

10/2022 to Present

(Remote) Customer Service Payroll Specialist Supervisor

Gusto

Lead a Customer Care team of passionate individuals and support their daily activities.

Create an environment of continuous development and improvement through mentoring, coaching, and feedback.

Understand your team’s performance and coach your individuals to meet or exceed their performance goals.

Use scalable systems and metrics to monitor and improve the customer experience driving loyalty, retention, and growth.

Understand and communicate the company initiatives, OKRs, and metrics used to measure growth and performance in customer support.

Use data to shed light on how we can improve our tools and processes as we scale.

Effectively manage an omni-channel environment (including phone, email, and chat) ensuring customer's needs are met where they need us most.

Be a culture ambassador by living our values and leading by example.

Audited internal data and processes to identify and manage initiatives, improving business performance.

Recommended metrics and models based on observed trends.

Worked with internal teams to understand business needs and changing strategies.

08/2020 to 10/2022

(Remote) Customer Service Supervisor

Rapid Response

Cross trained in multiple departments to know all company needs and train new employees.

Analyzed and updated all necessary changes to Salesforce software

Processed customer service requests via phone support and email support

Customized CRM using the most up-to-date tools (i.e., workflows, triggers)

Noted customer correspondence in CRM to track requests, problems, and solutions.

Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services

Audited internal data and processes to identify and manage initiatives, improving business performance.

Recommended metrics and models based on observed trends.

Worked with internal teams to understand business needs and changing strategies.

07/2019 to 08/2020

Data Entry/Account Administrative Representative (REMOTE & ONSITE)

Barclays

Performed administrative tasks and assisted in executing business solutions

Successfully entered data into company database and validated the accuracy of valuable company information

Used and analyzed data from automated information aggregators to update the database

Generated data reports, enter company findings into the database and perform backups

Supported data entry across departments as requested, switching promptly to new projects.

01/2017 to 06/2019

Customer Services Representative

Allied Universal for Facebook and Palantir

Assisted staff with resolving complex customer issues and implementing targeted solutions.

Cross trained in multiple departments to process customer service requests via phone support, email support or live chat when needed.

Documented customer correspondence in CRM to track requests, problems, and solutions.

Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services

Guided customers through troubleshooting, navigating the company website/mobile app or using the products or service using digital tools

Assisted customers by providing confirmations, answering questions, and offering general information.

EDUCATION AND TRAINING

DEGREE/DIPLOMA

NEWARK MEMORIAL HIGH DIPLOMA RECEIVED JUNE 2007

PURDUE UNIVERSITY GLOBAL DEGREE IN PROGRESS

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