Brittany Miller
Denver,CO
Summary
Professional customer service expert with focus on delivering exceptional support and resolving issues efficiently. Known for strong team collaboration and adaptability to changing needs. Skilled in communication, problem-solving, and maintaining customer satisfaction. Reliable and results-driven, always aiming to achieve positive outcomes.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Support Representative
Fanatics Sportsbook
09.2024 - Current
- Resolve customer inquiries via chat and email related to accounts, payments, promotions, and app functionality while exceeding QA score, CPH,CSTAT expectations.
- Maintain compliance with state gaming regulations, holding active licenses for PA and IN.
- Led a QA project within the first 90 days, auditing customer service tickets to improve response quality and team performance.
- Deliver efficient support, managing and closing 7+ cases per hour using Salesforce.
- Work alongside internal teams to address technical issues and enhance user experience.
Substitute Support Coordinator
Swing Education
08.2023 - 02.2024
- Provided high-quality assistance on state education regulations, background checks, licensing, and scheduling issues during substitute onboarding and support thereafter
- Created new email macros for urgent customer outreach during school closures to minimize disruptions to substitute schedules and to optimize applicant onboarding processes
- Communicated with onboarding analysts, payroll, legal, and sales to participate in improvements to our support knowledge base, onboarding structure, and process
- Exhibited a commitment to diversity and inclusion in my interactions with diverse teams, aligning with Swing's core value of living DEI (Diversity, Equity, and Inclusion)
- Handled employee inquiries regarding benefits, policies, and procedures with a helpful approach.
Digital Market Customer Success Coordinator
Emerald – Elastic Suite
03.2021 - 12.2021
- The go-to for customer support inquiries through the email ticket system and conducting Zoom meetings to provide timely assistance and address client needs
- Hosted engaging webinars, product demos, and client onboarding sessions to optimize the customer experience and drive user adoption
- Partnering with data analysts to analyze campaign performance and generate actionable insights for marketing strategies
- Frontline marketing and support during industry expositions, trade shows, and conferences, facilitating in-person collaboration and showcasing products to drive sales
- Created tracking tools to monitor project milestones and deliverables.
Customer Support Representative
Classic Brands Inc
12.2018 - 06.2020
- Provided customer support via Zendesk emails and phone channels, addressing inquiries on a diverse range of products, including bird feeders, birdhouses, and bird baths
- Connected with internal teams to optimize order processing and delivery for a wide variety of products, utilizing tools like EDI Net-Suite and coordinating with fulfillment centers to streamline processes
- Addressed inventory issues with our warehouse and clients
- Initiated process improvements such as creating import templates for eCommerce orders across multiple product categories and supporting marketing initiatives to drive sales and promote brand loyalty
- Organized employee birthday and anniversary celebrations
Regional Administrator (West Region)
ENCOMPASS ENERGY SOLUTIONS
11.2017 - 11.2018
- Prepared and delivered accurate biweekly invoices for approximately125 active projects using advanced Microsoft Excel techniques, ensuring punctual delivery and adherence to stringent quality standards
- Worked closely with Project Managers to understand each client's specific needs and project proposals, contributing valuable insights to refine internal workflows and elevate customer satisfaction
- Maintained consistent and clear communication with regional administrators, clients, and vendors regarding invoicing and payroll matters, showcasing transparency and effective coordination
- Provided essential administrative support to office staff, including managing supply orders, troubleshooting technical issues, and leading initiatives to enhance team morale, fostering a more positive and productive workplace environment
Inbound Customer Service & Quality Assurance (B2C)
ZAGG, INC
04.2013 - 12.2016
- Conducted daily reviews of customer contacts (recorded calls, mail, email) to ensure adherence to company standards and procedures using a score-based system
- Provided constructive feedback and coaching to representatives to increase overall customer service quality assurance scores through meetings, weekly review sheets, and one-on-one coaching sessions
- Answered helpline calls, providing real-time feedback and advice to representatives to assist them in navigating on-the-job challenges and ensure high-quality customer service
- Handled escalated calls when a manager was requested, using active listening and quick resolution to establish positive relationships with customers during these interactions
- Answered over 45-60 calls per shift to meet fast-paced call center demands.
Education
B.S. -
Colorado State University – Global Campus
RemoteSkills
- Programming Languages: SQL, R
- Spreadsheets: Excel, Google Sheets, Smartsheets
- Content Creation: PowerPoint, Canva, Microsoft Word, Google Docs, Vimeo
- Team Collaboration: OneDrive, Google Drive, Zoom, Microsoft Teams, Trello, Slack, Tableau
- Data Importing and Management: AWS, FileZilla, TrueCommerce, SPS Commerce, Salesforce
Certification
- Washington Food Workers Permit2024
- Washington MAST Permit, Class122024
Timeline
Customer Support Representative
Fanatics Sportsbook
09.2024 - Current
Substitute Support Coordinator
Swing Education
08.2023 - 02.2024
Digital Market Customer Success Coordinator
Emerald – Elastic Suite
03.2021 - 12.2021
Customer Support Representative
Classic Brands Inc
12.2018 - 06.2020
Regional Administrator (West Region)
ENCOMPASS ENERGY SOLUTIONS
11.2017 - 11.2018
Inbound Customer Service & Quality Assurance (B2C)
ZAGG, INC
04.2013 - 12.2016
B.S. -
Colorado State University – Global Campus
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