Brittany  Traylor

Customer Service Represenative for Verizon Wireless Communication (01/06/2008 – 08/30/2010)

Handle customer inquiries, complaints, billing questions and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions.

Last Employer: Sitel Corporation(client logic)

Contact Person: 205-510-1000

Responsibilities: Receive inbound calls from participants with regards to mobile service Answer participant questions, as well as question participants to obtain full understanding of what information is being requested. Document all calls with regards to participant inquires accurately using Call Tracking System. Monitor Call Tracking for responses from administrative team so call returns are done in a timely fashion. Follow-up with participants within a 24-hour period in regards to the initial phone call. Even if it is to just touch base and let participant know inquiry is still be researched. Knowledge of products Provide quality customer service on every call. Communicate clearly and effectively with participants. Promote good listening skills. Manage length of calls. Recognizing and managing assertive customer calls. Promote teamwork and call center success. Review monthly publication of Effective Telephone Techniques. Listen to and critique recorded conversations for purposes of improving customer skills. Organize and prioritizes duties.

Accomplishments: Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume). Became the lead "go-to" person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees. Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness. Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations. Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.

Establishment: Lawson State Community College

Degree: seeking Associate in Applied Science

Education Period: 08/09/2010 - 05/03/2011

Speciality: HS Diploma

Average Grade: 3.8

Details: currently still enrolled in school and plan to enter the Lawson State Community ADN nursing program in fall '12.