Brittany Cole
St Louis
Summary
Dynamic professional with a proven track record at Cash App, excelling in customer support and remote technical troubleshooting. Leveraged critical thinking and teamwork orientation to enhance customer satisfaction and resolve complex technical issues efficiently. Demonstrated adaptability by mastering multiple software systems, significantly improving service delivery and operational efficiency.
Overview
12
12
years of professional experience
Work History
Order Processing Specialist
Keefe Commissary Network
02.2024 - Current
- Provided cross-functional support during peak periods or staffing shortages, demonstrating adaptability and teamwork skills.
- Completed accurate order entry and data verification.
- Documented shipping information for orders and tracked packages when necessary.
- Assisted customers with product and service selections.
Tier 2 Technical Support Specialist
Cash App
03.2019 - 09.2023
- Led initiatives to update internal knowledge bases with relevant information on emerging technologies, trends, or tools that impacted the role of a Technical Support Specialist positively.
- Enhanced customer satisfaction by resolving complex technical issues and providing efficient solutions.
- Assessed technical complexity of tickets to escalate to Tier 3 team.
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
Customer Service Representative
Cash App
02.2018 - 03.2019
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Call Center Representative
Schnucks
10.2017 - 02.2018
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
Product Development, Sales, and Marketing Manager
Old Navy
10.2012 - 10.2017
- Monitored industry trends closely to proactively adjust the company''s product offerings as needed for continued success in a dynamic market environment.
- Negotiated strategic contracts with suppliers to secure favorable pricing and terms for raw materials procurement.
- Streamlined communication between sales representatives and management, improving overall team efficiency while maintaining a professional atmosphere.
- Boosted customer satisfaction rates by addressing concerns promptly and implementing improvements based on feedback.
Education
High School Diploma -
University City Highschool
St Louis, MO06-2013
Skills
- Shipping and receiving
- Teamwork orientation
- Purchase order management
- Remote technical support
- Customer support
- Remote desktop support
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Problem-solving skills
- Customer service
Timeline
Order Processing Specialist
Keefe Commissary Network
02.2024 - Current
Tier 2 Technical Support Specialist
Cash App
03.2019 - 09.2023
Customer Service Representative
Cash App
02.2018 - 03.2019
Call Center Representative
Schnucks
10.2017 - 02.2018
Product Development, Sales, and Marketing Manager
Old Navy
10.2012 - 10.2017
High School Diploma -
University City Highschool
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