BRITTANY DRANE
Buckeye
Summary
Professional call center specialist prepared to excel in high-volume environments. Leveraged effective communication and problem-resolution techniques to meet and exceed member expectations. Valued team member known for flexibility and reliability, contributing to consistent team performance.
Overview
11
11
years of professional experience
Work History
Outbound Call Center Agent
Plumbing Masters
11.2025 - Current
- Managed high-volume outbound calls to schedule plumbing services and respond to customer inquiries.
- Trained new agents on call protocols, improving team performance and service delivery.
- Utilized CRM software to track customer interactions and optimize follow-up processes.
- Developed scripts for consistent messaging, enhancing communication with potential clients.
- Resolved customer issues effectively, boosting satisfaction rates through proactive communication.
- Collaborated with sales team to refine lead generation strategies and increase appointment bookings.
- Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
- Built rapport with clients, fostering long-term relationships that led to increased customer loyalty and repeat business.
- Contributed to a positive work environment through active participation in team meetings, brainstorming sessions, and motivational activities.
- Expanded client base by consistently meeting daily targets for outbound calls made per shift.
Communications Specialist
Accuserve
09.2025 - 10.2025
- Provided exceptional customer service by addressing inquiries and resolving issues efficiently.
- Utilized CRM software to track customer interactions and ensure accurate record-keeping.
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
- Collaborated with cross-functional teams to provide seamless support for customers during various stages of the service process.
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference.
- Investigated and resolved customer inquiries and complaints quickly.
Claims Contact Center Representative
USAA
01.2025 - 08.2025
- Document First Notice of Loss by acquiring relevant information for effective claim investigation.
- Set up appropriate services, as needed, to proactively move claims forward to the furthest point in the process within scope of role and expectation.
- Build loss reports, describe or verify coverage as appropriate, and initiate the most effective method of damage assessment to assign for file handling.
- Assist with questions regarding the claims process and set expectations for next steps to help ensure claims are optimally resolved and accurately documented.
- Resolve status inquiries and, when appropriate, route to handling adjuster.
- Effectively operate in a fast-paced, high-volume, contact center environment taking back-to-back calls and navigating multiple systems and programs while maintaining an engaging member interaction that occurs across multiple communication channels.
- Apply strong time management skills by closely adhering to assigned work schedule.
- Adopt continuous improvement and development through coaching and collaboration with manager and team members.
- Use strong call management skills by assisting members within a timely manner and limiting nonproductive time.
- May assign or initiate emergency services when required on specific claims.
- Support workload surges and catastrophe (CAT) response operations as needed which may include potential weekends, and/or holiday work outside normal work hours.
- Work various types of claim loss notices and inquiries, including ones of higher complexity, and may be assigned additional work outside normal duties as needed.
- Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
Customer Service Representative
Chewy
03.2024 - 06.2025
- The Customer Service Representative role at Chewy involves engaging with customers to provide assistance and solutions for their pet-related inquiries.
- Engage directly with customers on various topics related to pet products and services.
- Research and problem-solve to determine appropriate solutions for customers.
- Utilize active listening, patience, empathy, and kindness in customer interactions.
- Maintain a willingness to learn and adapt to feedback.
- Collaborate with teammates and management using virtual tools to foster a customer-centric culture.
Member Services
Health Equity
10.2024 - 11.2024
- Developing and Implementing Health Equity Plans
- Promoting Inclusive Environments
- Educating Members on Resources
- Advocating for Systemic Change
- Collaborating with Stakeholders
- Monitoring and Evaluating Progress
- Data Analysis and Reporting
- Facilitating Community Engagement
Customer Service
New York West Bakery
02.2021 - 03.2022
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Exceeded goals through effective task prioritization and great work ethic.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Informed customers about special promotions and provided detailed information for various products.
- Operated cash register for cash and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Restocked and organized merchandise in front lanes.
Recreation Assistant
Shaw Physical Fitness Center
07.2014 - 02.2018
- Key Holder for the facility.
- Responsible for day-to-day operations of the fitness facility.
- Daily, I circulated among the patrons to ensure service was satisfactory.
- Submitted work orders for equipment that was inoperable, and issued equipment to qualified patrons.
- Created signage for the facility using Microsoft Office programs, communicated within the departments using Outlook.
- Responsible for the cleanliness of the facility and operation of the front desk.
- Enforced rules and held customers accountable for not following gym regulations.
- Posted information on gym hours and upcoming events, maintaining consistent communication with patrons.
- Serviced complex equipment quickly to minimize wait times for specific machines.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
Education
High School Diploma -
Peoria High School
Peoria, AZ05-2008
Skills
- Proficient in Office 365
- Skilled in Microsoft Outlook communication tools
- Attentive listening
- Work Task Prioritization
- Adaptable and Flexible
- Tactful
- Information Verification
- Continuous improvement
- Goal oriented
- Outbound sales
- Call monitoring
- Customer relationship building
- Email etiquette
- Teamwork and collaboration
- Quick thinking
- Customer service
Timeline
Outbound Call Center Agent
Plumbing Masters
11.2025 - Current
Communications Specialist
Accuserve
09.2025 - 10.2025
Claims Contact Center Representative
USAA
01.2025 - 08.2025
Member Services
Health Equity
10.2024 - 11.2024
Customer Service Representative
Chewy
03.2024 - 06.2025
Customer Service
New York West Bakery
02.2021 - 03.2022
Recreation Assistant
Shaw Physical Fitness Center
07.2014 - 02.2018
High School Diploma -
Peoria High School