Britney P. Email & Phone Number

Austin, Texas Metropolitan Area

• Sales and General Support | Sales, Customer Service and Support Representative
• Providing sales, order management and technical assistance for the Uplift Desk amongst other 3rd party office accessories and furniture through various support channels: in-bound/outboard phone calls, chat support.
• Utilized effective sales techniques while guiding potential customers through our line of products: educating them on product functions and features, providing quotes for their desired order(s) and ultimately.
• Creating quotes for leads prospects and customers through BigCommerce and Netsuite
• Educating individual consumers and corporations on ergonomics and the benefits of utilizing an electric standing desk amongst other ergonomic products
• Corresponding with internal departments (finance, logistics, warranty, inventory and web developers) and 3rd party manufacturers to triage a variety of support requests

Austin, Texas Area

• Executive Customer Relations | Google Hardware Team Lead, Project Manager and Department Liaison
• Took on and maintained ownership of escalated or highly sensitive cases at the highest level of support
• Corresponded with Google/Nest executives, finance, logistics, engineering and legal teams to handle and resolve highly visible and/or sensitive matters
• Reviewed and analyzed mishandled support interactions and provided policy/procedure/agent feedback
• Worked as interim manager, department liaison, team lead
• Instituted and facilitated cross-site/ cross-department training

Austin, Texas

• Tasks include taking or maintaining ownership of agent case escalations, internal escalations and Nest executive cases.
• Correspondence with customer's and between Nest departments at the highest level of case escalation.
• Evaluating and addressing internal escalations
• Reviewing and analyzing customer support interactions
• Working with engineering and leadership to ensure high level concerns are addressed

Austin, Texas Area

• Finance and Logistics | Google/Nest Supervisor, Subject Matter Expert and Senior Support Specialist
• Carried out weekly one-on-one meetings with each team member to discuss performance and progress assisting them with meeting personal career goals as well as exceeding client expectations
• Analyzed case data and member performance daily
• Established documentations outlining order management procedures for both technical support agents and team members; this included daily processes, procedures and expectations as well as
• Implemented and assisted in the practice of side-by-side shadow learning
• Created and effectuated onboard training procedure, up-training materials

Austin, Texas Area

• Technical Support | Tier 2 Quality Analyst and Team Lead
• Evaluated agents’ performance metrics by analyzing case content, customer satisfaction scores, resource utilization, case documentation, average handle time and 1st call resolution percentage in comparison to same.
• Assisted agents, customers and technicians to resolve escalated technical cases in an efficient and effective manner
• Consulted agents via chat and phone to provide a clear path to resolution or took and maintained ownership of cases that required advanced troubleshooting or engineering investigation
• Triaged unresolved cases following up with customers to resolve technical issues beyond the tier 1 scope of support

Round Rock, Texas

• Duties included assisting customers at the highest level of case escalation and serving as a direct line of customer communication to Sears Corporation.
• Established customer relations and maintained communication over extended periods of time
• Contributed to team up training and coaching materials
• Corresponded between customers and multiple business partners via phone, fax and email
• Worked as a liaison between customers and a variety of Sears service teams

Round Rock, Texas

• Assignment included agent quality assessments and customer satisfaction feedback gathering.
• Analyzed a wide scope of customer driven feedback to streamline support processes
• Weekly assessment with agent coaching
• Assisted in the training of new agents

Round Rock, Texas

Role consisted of inbound call taking to assist customer's with home delivery and installation.

Computer/Information Technology Administration And Management

Architectural Engineering

General Studies

Activities and Societies: General Studies (Dual-Credit Program to obtain college credits)

High School Diploma, General Studies

Activities and Societies: DECA, FBLA