Brittany M. Email & Phone Number

Atlanta, Ga, Us

Atlanta, Georgia, United States

• Serves as direct contact via phone and email as technical support for plumbing solutions• Responds to inquiries from homeowners, contractors, design engineers, contractors, and inspectors• Provides troubleshooting, assembly, and warranty assistance for SharkBite™, HoldRite™, Cash Acme™, John Guest™, and EZ-Flo™/Eastman™ products • Processes warranty claims and free-of-charge replacement orders via SalesForce • Utilizes SAP data analytics tool for product inventory, order statuses, and return goods authorizations• Assists client support team, plumbing retailers (Home Depot, Lowes, & Ace Hardware), internal sales representatives, and manufacturers' representative agencies with alternate product options for purchase orders and product knowledge• Assists quality analysts with trending product quality reports and performance complaints• Collaborates with the marketing team for product copywriting material• Reviews consumer product questions and complaints via BaazvarVoice & Amazon Answers• Collaborates with property liability manager for extensive property damage and reimbursement claims

Atlanta, Georgia, United States

• Key point of contact for Kids2 & Summer Brand product warranty claims via phone, email, and social media • Provided first-call resolutions for defective products & parts, troubleshooting tips, product assembly, missing parts, alleged injuries, recalls, and safety concerns• Responded to 50+ emails & 35 inbound domestic and international phone calls per day• Established relationships with consumers of Ingenuity, Bright Starts, Baby Einstein brands• Promoted brand awareness and identifies key product features to influence future purchase decisions• Proactive in resolving team streamlining procedures while utilizing Kids2 resources and project time• Project manager for Product Inventory Catalog for consumer services team to cross-reference products• Shadowed Kids2 Community Relations Manager for cross-functional training with social media platforms • Managed Kids2 social media platforms via Sprinklr for Facebook, Instagram, & Twitter inquiries• Utilized Sprinklr data to keep track of social media inquiry trends and performance metrics• Responded to consumer product questions via BaazvarVoice for Amazon, Target, & Toys R Us Canada• Utilized CRM System and Cisco Contact Center to capture consumer information and product data • Engaged in extensive cross-functional training for product training and assemblies with category managers • Collaborated with category managers and quality analysts for trending product functionality complaints

Atlanta, Georgia, United States

• Assisted clients’ inquiries via phone and email for financial tech software and applications• Troubleshot, diagnosed, and resolved moderately complex functional technical and/or operational issues• Utilized tools and trainings to understand and resolve system updates • Attained an advanced knowledge of all products within a designated domain

• Assisted clients with orders via phone, email, & live chats for brands Ready Hour, BePrepared, Camping Survival, My Patriot Supply, Patriot Seeds, InstaFire, & AlexaPure • Received & reviewed customer complaints via FreshDesk, & Intercom• Monitored and updated to order changes, shipping, billing, & tracking information via Shopify • Reconciled damaged, missing, and mis-shipped orders with refunds, in-store credits, or replacement orders• Provided troubleshooting assistance with AlexaPure water filtration & air purification systems

Atlanta, Georgia, United States

• Interacted via phone and email with merchants attempting to process credit card sales, refunds, voids, and settlement transactions with Vx520 machines, voice authorization, virtual terminals, and merchant portals• Educated clients on how to maintain compliance within the Payment Card Industry & Data Security • Provided technical support in retaining pending, missing, high-risk, or fraudulent transactions with RTI• Performed remote troubleshooting through diagnostic techniques and system updates via internet or dial• Monitored & maintained outstanding technical support issues and/or trends • Served as an escalation point and liaison between clients and the Manager of Customer Support for product • Informed the Manager of Customer Support of all issues that fit into an already defined escalation template and monitor the progress of each issue through to the completion• Recognized as Call Quality Champion in August and September 2018• Retained 5% of existing clients by implementing amended policies and procedures

Atlanta, Georgia, United States

• Trained new hires on POS system, team history, game day promotion and merchandise • Audited cash registers, visual merchandising, and managed group projects• Ran and analyzed sales reports of registers at the end of the business day • Observed specific product trends of promotional and marketing concepts• Prepared and completed intercompany billing transactions for multiple departments within the company• Assisted website personnel with online orders for in-store pick up or domestic & international delivery • Developed, maintained, and enhanced relationships with members• Contributed to the 63% increase in gross sales resulting in the highest sales ever for the franchise in 2014.• Generated more than $10,000 sales as a cashier annually during the NBA season

Atlanta, Georgia, United States

• Primary contact via phone for 60+ clients verifying status of candidate drug and background investigations • Effectively addressed & resolved customer concerns with first-call resolution tactics • Authenticated authorized contacts and identified caller’s needs including billing & account issues, test results, order status, re-order screening & testing materials, and troubleshooting errors• Established and maintained client relationships that required coordination of candidate appointments, scheduling & investigation inquiries, and response to crisis situations • Conducted weekly follow-ups with clients via CRMs such as Siebel, Enterprise Advantage, and Outlook• Increased team productivity by 20% with one call resolution tactics• Collaborated with upper management to resolve an outstanding 4-month account impacting one of the company’s primary clients

Atlanta, Georgia, United States

Atlanta, Georgia, United States

• Assisted customers with purchasing decisions for exchanges, returns, trade-ins, and recycling of products • Cross-trained in several areas of the front end of store including in-store pick, customer service, & cashier • Developed strong relationship with clients and provided alternatives: price adjustments & price matching • Met and exceeded weekly Geek Squad Protection plans and credit card applications goals• Increased Geek Squad Protection Plan sales by 20% from August – October 2016.• Recognized by management team for decreasing customer’s average check out wait time by 30%

Atlanta, Georgia, United States

Bachelor'S Degree, Business Administration/Marketing

Activities and Societies: Delta Sigma Pi-Kappa Chi Chapter December 2012

Master'S Degree, Sports Management