Customer Service Call Center

Brittany Fulton

Jacksonville, FL ***** 904-***-**** ***************@*****.***

SKILLS

Effective communication

Persuasion

Reading comprehension

Helping others

Verbal communication

Written comprehension

Scheduling

Analytical thinking

Sales knowledge

English language proficiency

Basic computer skills

Microsoft Word

Microsoft Excel

ERAD

Customer Service

Active Listening

Problem-solving abilities

Critical Thinking

Data Entry

Payment Processing

Call Center Operations

Team Development

PROFESSIONAL SUMMARY

With a proven track record at Genpact for enhancing customer loyalty through empathetic service and resolving high-stress situations, I bring critical thinking and effective communication to the table. My expertise in Microsoft Excel and team development has streamlined processes, achieving a significant increase in efficiency and customer satisfaction.

WORK HISTORY

CUSTOMER SERVICE REPRESENTATIVE 06/2021 to CURRENT

Genpact Jacksonville, FL

Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

Educated customers about billing, payment processing and support policies and procedures.

Maintained up-to-date knowledge of product and service changes.

Responded to customer requests for products, services, and company information.

Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

SOCIAL ANALYST/SME 06/2018 to 06/2021

Genpact Jacksonville, USA

Generated reports detailing findings and recommendations.

Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.

Streamlined reporting procedures by creating user-friendly dashboards for easy access to key performance indicators.

Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.

Evaluated staff performance and provided coaching to address inefficiencies.

Developed effective improvement plans in alignment with goals and specifications.

SCHEDULING COORDINATOR 03/2017 to 02/2018

Akumin Imaging Jacksonville, USA

Maintained confidentiality of patient finances, records, and health statuses.

Enhanced claim processing efficiency by streamlining workflows and implementing best practices.

Processed and recorded new policies and claims.

Worked productively in fast-moving work environment to process large volumes of claims.

Conducted detailed assessments of claims documents, ensuring accuracy and completeness before submission for approval.

CSR/TRAINING COORDINATOR-POINT GUARD 04/2016 to 03/2017

Football Fanatics Call Center Jacksonville, USA

Answered customer telephone calls promptly to avoid on-hold wait times.

Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.

Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Responded proactively and positively to rapid change.

Increased efficiency and team productivity by promoting operational best practices.

Trained new personnel regarding company operations, policies and services.

Assisted with day-to-day operations, working efficiently and productively with all team members.

CUSTOMER SERVICE REPRESENTATIVE 11/2015 to 09/2016

Convergys/ US Bank Jacksonville, USA

Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

Responded to customer requests for products, services, and company information.

Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Met customer call guidelines for service levels, handle time and productivity.

SALES CUSTOMER SERVICE 06/2015 to 10/2015

US Bank Jacksonville, USA

Assisted customers in navigating online banking platforms, improving their overall digital banking experience.

Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.

Maintained a high level of professional knowledge, staying informed on industry news and best practices in order to provide exceptional service to customers.

Met customer call guidelines for service levels, handle time and productivity.

SALES ASSOCIATE/CUSTOMER SERVICE 09/2014 to 06/2015

Football Fanatics Call Center Jacksonville, USA

Helped customers locate products and checked store system for merchandise at other sites.

Maintained calm demeanor and professionally managed issues in busy, high-stress situations.

Provided positive first impressions to welcome existing, new, and potential customers.

Engaged in friendly conversation with customer to better uncover individual needs.

EDUCATION

Diploma 01/2012

Jean Ribault Senior High, Jacksonville, FL

ADDITIONAL INFORMATION

Talking to others to convey information effectively., Persuading others to change their minds or behavior., Understanding written sentences and paragraphs in work related documents., Actively looking for ways to help people., The ability to communicate information and ideas in speaking so others will understand., The ability to read and understand information and ideas presented in writing., Scheduling Dr. appointments and understand each patients diagnosis., The ability to combine pieces of information to form general rules or conclusions., Knowledge of principles and methods for showing, promoting, and selling products or services., Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar., Basic Computer skill, Microsoft word, Microsoft Excel, ERAD

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