BRITTNEY FERRELL
Great Falls,SC
Summary
Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level
Overview
14
14
years of professional experience
Work History
Customer Service Coordinator
EBARA PUMPS AMERICAS CORPORATION
05.2021 - 11.2024
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Took ownership of customer issues and followed problems through to resolution.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Performed routine training and attended special events to enhance job knowledge and skills.
- Maintained Salesforce records by logging prospecting activities, adding new contacts, and updating account information with useful intelligence.
Customer Sales Support Representative (HYBRID)
Chicago Pneumatic Tool Company
11.2017 - 03.2021
- Developed and maintained relationships with key accounts and existing customers.
- Learned and frequently used multiple sales systems (SAP / SALES FORCE) to investigate, track, and correct customers' issues.
- Documented customer complaints and completed corrective action requests.
- Assisted customers with sales needs such as inventory and shipping questions.
- Collaborated with sales and marketing teams to create and execute promotional campaigns.
- Managed customer accounts, responding to inquiries and resolving customer service issues
- Answered approximately 45-75 incoming calls and responded to approximately 25-50 emails per shift.
Customer Service Representative
Iverify Security
12.2013 - 10.2017
- Responded to approximately 40-50 phone calls per day in regard to monitoring suspected shoplifters, suspicious suspects or assuring employees travel safely to their vehicle's
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Assisted in handling the dispatching of police to any given emergency situation
- Acted quickly during emergency situations to reduce opportunity for damage and injury
- Answered alarms, investigated disturbances, and contacted law enforcement personnel to escalate crises.
- Updated shift logs and produced daily reports to document security activities and specific incidents.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Receptionist /Office Manager
Meineke Car Care
06.2010 - 11.2013
- Managed multiple tasks and met time-sensitive deadlines.
- Resolved customer problems and complaints.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered phone promptly and directed incoming calls to correct offices.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Education
High School Diploma -
ROCK HILL HIGH SCHOOL
Rock Hill, SC06-2010
Skills
- Customer service excellence
- Performance monitoring
- SAP & Sales Force experience
- Quote preparation
- Call center experience
- Warranty claims processing
- CRM software
- Documentation skills
- Account management
- Complaint handling
Timeline
Customer Service Coordinator
EBARA PUMPS AMERICAS CORPORATION
05.2021 - 11.2024
Customer Sales Support Representative (HYBRID)
Chicago Pneumatic Tool Company
11.2017 - 03.2021
Customer Service Representative
Iverify Security
12.2013 - 10.2017
Receptionist /Office Manager
Meineke Car Care
06.2010 - 11.2013
High School Diploma -
ROCK HILL HIGH SCHOOL
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