Brandy Burton
Maple Ridge, ,BC
Summary
Proven skills in troubleshooting devices, recommending products and investigating complex issues for high valued accounts.. Trusted leader and problem-solver with a self-directed approach and good critical thinking skills. I am customer focused but business driven.
Overview
12
12
years of professional experience
Work History
Solutions Specialist
Clio Software
Burnaby, BC
02.2017 - 02.2023
- Improved department efficiency by effectively streamlining processes
- Maintained relationships with high value customers - offering onboarding and product expertise
- Bolstered customer retention by creating and offering unique discount options - reducing churn by 9% in last quarter
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Advocated for Customer interests with Development team
- Collaborated with other departments to enhance customer service experience and exceed team goals.
- Streamlined operational processes and collaborated with management to implement process improvements
- Created and maintained KCS database articles with extensive experience in coaching agents in technical writing
Customer Support Representative
Fido Solutions
Burnaby, BC
11.2010 - 02.2017
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Generated reports to track performance and analyze trends.
- Monitored system performance to identify potential issues.
- Connected with customers to address questions and resolve issues through phone and email.
- Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
- Contributed ideas and practical solutions to support process improvement efforts
- Configured and tested new software and hardware
Education
High School Diploma -
Holy Cross Catholic Secondary School
St. Catharines, ON1990
Skills
- Effective Multitasking across email, chat and phone channels
- Professional Relationships with high value Customers
- Customer complaint Investigations
- Professional Phone Etiquette and writing skills
- Customer Account Management
- Complex Product Knowledge
- Training Junior Team Members
- Customer Retention Strategies
- Trained in Salesforce, Jira, Zendesk, Github, Asana, Workday, Bamboo
- Calm and Professional Under Pressure
- Operational Efficiency
Accomplishments
- Awarded multiple Impact Awards at Clio for peer recognition of my exemplary customer success skills
Hobbies
- Arts and Crafts - always have an art project on the go! Watercolour and macrame are current favourites
- Practice meditation daily
Timeline
Solutions Specialist
Clio Software
02.2017 - 02.2023
Customer Support Representative
Fido Solutions
11.2010 - 02.2017
High School Diploma -
Holy Cross Catholic Secondary School