Summary
Overview
Work History
Education
Skills
Timeline
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Brittany Osborne

KINGSPORT

Summary

Dynamic customer service professional with extensive experience at Citigroup Inc. Proven ability to resolve conflicts and enhance customer satisfaction through active listening and critical thinking. Skilled in data entry and conflict resolution, consistently fostering loyalty and repeat business. Committed to delivering exceptional service and maintaining high standards in fast-paced environments.

Overview

12
12
years of professional experience

Work History

Customer Service Representative

Citigroup Inc
10.2018 - 06.2022
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Customer Service Representative

K-VA-T Food City
04.2018 - 10.2018
  • Stocked shelves and organized merchandise displays for easy retrieval.
  • Cleaned and maintained store aisles and merchandise displays to provide customers with positive experience.
  • Pleasantly greeted customers and provided prompt and courteous service.
  • Assisted customers by finding items quickly to boost store satisfaction rates.
  • Communicated with customers and staff politely and professionally to uphold store standards.
  • Improved customer satisfaction by providing efficient and friendly service at the checkout counter.
  • Retrieved items for customers and verified prices.
  • Operated cash register to accurately process and record customer payments.

Health Insurance Advisor

TeleTech Holdings
02.2017 - 01.2018
  • Enhanced customer satisfaction by providing accurate and timely information on health insurance policies and benefits.
  • Resolved client inquiries efficiently through clear communication, resulting in improved customer relationships and trust.
  • Educated clients on the importance of preventative care measures, leading to healthier lifestyles and reduced healthcare costs in the long run.
  • Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
  • Used Software to process benefit transactions.
  • Maintained strict confidentiality while handling sensitive personal data complying with HIPAA regulations.

Head Cashier

The Home Depot Inc
03.2010 - 07.2017
  • Mentored new cashiers, providing comprehensive training that resulted in increased productivity.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Handled escalated customer concerns with professionalism and empathy, working diligently toward satisfactory resolutions.
  • Educated employees on register use, merchandising, and customer service.
  • Provided exceptional customer service by promptly resolving issues and fostering positive relationships with patrons.
  • Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
  • Ensured accuracy in cash handling, minimizing discrepancies and maintaining balanced registers.
  • Coordinated breaks for fellow cashiers, ensuring continuous coverage during busy periods without compromising productivity.

Education

High School Diploma - General Studies

Volunteer High School
Church Hill, TN
02.2009

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Problem resolution
  • Call center experience
  • Computer proficiency
  • Conflict resolution
  • Customer satisfaction measurement

Timeline

Customer Service Representative

Citigroup Inc
10.2018 - 06.2022

Customer Service Representative

K-VA-T Food City
04.2018 - 10.2018

Health Insurance Advisor

TeleTech Holdings
02.2017 - 01.2018

Head Cashier

The Home Depot Inc
03.2010 - 07.2017

High School Diploma - General Studies

Volunteer High School

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Brittany Osborne