BRITTANY COLE
Clay City
Summary
Operations professional with proven track record in optimizing processes and driving efficiency. Strong focus on team collaboration, strategic planning, and achieving measurable results. Adept at adapting to changing needs and leading cross-functional teams. Skilled in project management, process improvement, and resource allocation. Dependable and results-driven, known for enhancing operational performance.
Overview
7
7
years of professional experience
Work History
Contact Center Supervisor
Pearl Interactive Network
12.2023 - Current
- Create a positive work environment, fostering strong teamwork and agent engagement.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Reduced average handling time with effective coaching and feedback sessions for agents.
- Ensured compliance with company policies and procedures, maintaining the highest level of professionalism within the team.
- Collaborated with cross-functional departments to resolve complex customer issues and improve the overall customer experience.
- Conducted regular performance evaluations, identifying areas of improvement and implementing corrective action plans for underperforming agents.
- Demonstrated professional and polished demeanor with positive, upbeat and friendly personality.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Customer Service Representative
Pearl Interactive Network
11.2021 - 10.2022
- Responsible for accepting high call volumes of inbound calls daily.
- I assisted consumers with enrolling in Marketplace Health Insurance coverage and also with updating account information.
- I followed procedures and protocols to provide the consumer with the best customer service while also working toward my goal of a one call resolution.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Bracket Assembler
E.D. Bullard Company
11.2020 - 04.2021
- Worked in assembly line production to assemble brackets for PPE equipment and head protection.
- Responsible for packaging and labeling product for shipping.
- Responsible for maintaining a clean and safe work area.
- Responsible for making sure fellow co-workers on assembly line remained focused and kept up with production of product in a timely manner.
- Demonstrated a strong work ethic by consistently arriving on time, prepared to begin work immediately, and contributing positively to the team''s overall success.
- Increased production efficiency by assembling components quickly and accurately.
Customer Service Representative
Transcom
01.2018 - 01.2020
- Handled customer complaints with empathy and composure
- Proactively participated in meetings and helped create new practices
- Answered calls and responded to emails from my superiors
- Processed a range of documentation and entered information into databases
- Consistently met my short and long-term targets and goals
- Pitched ideas on how to improve performance and efficiency
- Handled inbound calls only for technical support for MacOS and IOS
Education
High school or equivalent -
Lee County Adult Learning Center
Beattyville, KY01.2007
Skills
- Client Relations
- Effective Time Management
- Collaborative Teamwork
- Effective Written Communication
- Accurate Data Entry
- Conflict Resolution
- Effective Time Allocation
- Analytical Problem Solving
- Proficient in Computer Applications
- Team Leadership
- Process improvement
Timeline
Contact Center Supervisor
Pearl Interactive Network
12.2023 - Current
Customer Service Representative
Pearl Interactive Network
11.2021 - 10.2022
Bracket Assembler
E.D. Bullard Company
11.2020 - 04.2021
Customer Service Representative
Transcom
01.2018 - 01.2020
High school or equivalent -
Lee County Adult Learning Center
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