Brittany Holley
Atlanta
Summary
Dynamic and results-oriented customer service professional with over 10 years of experience across various industries, including retail, automotive, and home improvement. Proven track record of delivering exceptional customer experiences by resolving issues efficiently and building lasting relationships. Skilled in problem-solving, de-escalation techniques, and managing high-volume customer inquiries. Committed to providing world-class service while meeting and exceeding performance targets.
Overview
20
20
years of professional experience
Work History
Corporate Resolution Expeditor
The Home Depot
04.2022 - Current
- Manage inbound communications (phone, email, social media) from internal and external customers, ensuring timely and professional responses
- Identify, categorize, and resolve technical issues related to installations and parts, escalating unresolved matters to leadership for prompt resolution
- Provide end-to-end issue resolution, using available resources to ensure customer satisfaction
- Collaborate with third-party logistics providers to monitor and resolve shipment delays, ensuring quality service and timely delivery
- Track packages using various carriers (UPS, FedEx, DHL, USPS) and coordinate customer compensation for delays or damage
- Mentor and coach associates, fostering a collaborative environment and improving team performance
- File, revise, and submit insurance claims for personal property damage, ensuring accuracy and compliance with company standards
Customer Service Representative – Chat/SMS
The Home Depot
04.2020 - 05.2022
- Assisted customers with online shopping via chat, providing product recommendations, troubleshooting, and navigating the website
- Managed multiple customer inquiries simultaneously, balancing productivity and service quality
- Upsold products and services, contributing to revenue growth and customer retention
- Maintained detailed communication with customers, ensuring timely follow-ups on order statuses and resolving post-order issues
- Met or exceeded performance metrics for productivity, attendance, and customer satisfaction
Customer Service Associate
Saks Fifth Avenue
02.2017 - 05.2020
- Delivered excellent in-store customer service, assisting with product inquiries, promotions, and ensuring a seamless shopping experience
- Processed sales transactions accurately using the POS system and maintained up-to-date product signage and inventory
- Collaborated with the team to achieve sales and customer acquisition goals, consistently meeting targets for customer loyalty and store performance
- Educated customers on ongoing promotions, enhancing sales opportunities and customer satisfaction
Customer Service Representative
Sons Honda Automotive
07.2012 - 12.2019
- Responded to inbound internet leads, ensuring timely follow-up and maintaining high response standards
- Scheduled and coordinated appointments for test drives and sales presentations, managing customer inquiries throughout the sales process
- Monitored and met daily performance metrics, including call volume, wait times, and resolution times
- Assisted customers with vehicle selection and provided detailed information on products and services
Customer Sales Advisor
Neiman Marcus
11.2016 - 11.2017
- Built and maintained strong relationships with high-end clientele, increasing sales through personalized service
- Delivered luxury customer experiences by providing expert product knowledge and personalized recommendations
- Managed in-store merchandising, ensuring a visually appealing sales environment in line with brand standards
Customer Service Liaison
Carl Black Automotive Group
06.2010 - 02.2012
- Scheduled appointments and provided test drive coordination, ensuring a smooth customer experience
- Responded to internet leads and maintained response time goals for customer inquiries
- Resolved customer complaints and escalated unresolved issues to management for resolution
- Conducted quality assurance checks on customer interactions, ensuring high service standards were met
Team Lead I
Jim Ellis Automotive Group
10.2004 - 10.2008
- Led a team of 12 associates, ensuring daily goals for appointments, customer inquiries, and follow-up were met
- Coordinated and scheduled showroom visits and sales consultant meetings, maximizing customer interactions
- Trained new hires, delegating tasks based on employee strengths to ensure optimal performance
- Managed both individual and team performance metrics, fostering a high-performing team culture
Education
Bachelor of Arts - Psychology
University of Phoenix
01.2010
Skills
- Strong organization
- Customer service
- Multitasking and organization
- Complaint resolution
- De-escalation techniques
- [Software] CRM system proficiency
- Time management
- Effective communication
Timeline
Corporate Resolution Expeditor
The Home Depot
04.2022 - Current
Customer Service Representative – Chat/SMS
The Home Depot
04.2020 - 05.2022
Customer Service Associate
Saks Fifth Avenue
02.2017 - 05.2020
Customer Sales Advisor
Neiman Marcus
11.2016 - 11.2017
Customer Service Representative
Sons Honda Automotive
07.2012 - 12.2019
Customer Service Liaison
Carl Black Automotive Group
06.2010 - 02.2012
Team Lead I
Jim Ellis Automotive Group
10.2004 - 10.2008
Bachelor of Arts - Psychology
University of Phoenix
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