Summary
Overview
Work History
Education
Skills
Timeline
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Brittany Nolan

Brittany Nolan

Angus,ON

Summary

Customer service leader specializing in process enhancement and team leadership at Alectra Utilities. Achieved operational efficiencies through data analysis and coaching, resulting in elevated service levels. Strong expertise in regulatory compliance with governing bodies and shareholders. Focused on performance metrics to elevate team averages through impactful mentoring and coaching. Resourceful Customer Service Supervisor, known for productive and efficient multitasking. Specializes in conflict resolution, customer relationship management, and operational improvement. Excel in communication, leadership, and quality assurance to enhance team performance and customer satisfaction. A leader of quality assurance with several years of experience in industry standards. Sound decision-making and performance analysis talents. Highly proficient in utility software programs.

Overview

18
18
years of professional experience

Work History

Acting Customer Service Supervisor

Alectra Utilities
Vaughan, Canada
01.2023 - Current
  • Handles a highly ambitious workload, covering all administrative supervisor duties of the Contact Centre.
  • Assigns daily tasks to senior staff to ensure work efficiencies and deadlines are surpassed.
  • Has assisted with training and supervising employees returning to work from other departments by providing ongoing support and guidance in handling tasks in file nexus and supporting email operational tasks.
  • Analyzes data, inefficiencies, opportunities for growth, and trends to assist with daily productivity.
  • Communicates to management with strong objectives and ideas to showcase customer service excellence.
  • Reports on daily attendance and employee adherence to improve service levels, and ensure adequate coverage.
  • Provides day-to-day leadership to cultivate an environment that exemplifies company values.
  • Assists customers with product inquiries and resolving complaints promptly and professionally.
  • Monitors phone calls to provide quality assurance feedback and coaching.
  • Collaborates closely with upper management on projects involving new initiatives, or improvements within the department.
  • Consults with managers to resolve problems relating to employee performance, office equipment and work schedules.
  • Managed team of 18 customer service representatives to ensure high-quality support.
  • Assisted in developing training materials for new hires as well as existing employees.
  • Delivered continuous training to associates to maximize performance and customer relations skills.
  • Created reports on daily, weekly, monthly basis related to customer service activities.
  • Identifies areas of improvement in the customer service process and develops strategies to address them.
  • Provides leadership, insight, and mentoring to newly hired employees to supply knowledge of various company programs.
  • Voluntarily stays after hours to assist with supervising the last calls of the day, and finishing time-sensitive escalations.
  • Monitors customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
  • Assessed team member performances by delivering one-on-one coaching to promote better service.
  • Created a focus group to empower agents and create training material for the newly launched website.
  • Created new templates for the Contact Centre to use when working on emails received from customers.
  • Created wellness challenges for staff, and stressed the importance of mental and physical health.

Senior Customer Service Representative

Alectra Utilities/Powerstream Inc
Vaughan, Canada
07.2015 - Current
  • Responsible for reviewing monthly Quality Monitoring of the Customer Service Team (legacy Powerstream).
  • Managed Customer Service queues and service levels to ensure OEB targets are surpassed.
  • Completion of daily job tracking while communicating results to Management on a weekly/monthly basis.
  • Handled complex issues such as identifying switched meters and correcting two years’ worth of invoices for the customer.
  • Created extensive pay plans when warranted.
  • Conducted frequent training and updates for all Customer Service staff to support first call resolution for all customers.
  • Identified issues that required communication to technical support teams and Management to prevent service interruptions.
  • Responsible for assigning daily workloads to the Customer Service Dept.
  • Stayed current with policy updates and participated in roles such as a 'Change Champion' in order to provide ease amongst staff in company transitions.
  • Handled high number of complex escalations and assisted team by taking on customer interactions whenever required.
  • Acted as Supervisor on a regular basis with confidence and the utmost professionalism.

Customer Solutions Representative

Alectra Utilities Corporation
Vaughan, Canada
05.2022 - 10.2023
  • Ensured compliance when dealing with a wide variety of escalations that were reported to our governing body The Ontario Energy Board.
  • Utilized various outage management systems proficiently and provided real time updates to customers in high stress situations.
  • Monitors high-level escalations that dealt with City Councilors, the Better Business Bureau, the Ontario Ombudsman, and the Ontario Energy Board.
  • Solely monitored the Customer Solutions queue and provided reliable follow-up to customer inquiries.
  • Worked on the Customer Solutions file nexus folder with efficiency and attention to quality resolutions.
  • Collaborated with a small team of highly motivated individuals, finding unique solutions to complex issues.
  • Filled in for the supervisor and manager as required.

Customer Service Representative/Billing Agent

Powerstream inc
Vaughan, Canada
01.2007 - 01.2013
  • Answered 100 + inbound calls regularly to address customer inquiries, resolve issues and provide information on invoicing.
  • Resolved all concerns during customer interactions ex. billing errors, high water or hydro consumption.
  • Troubleshooted abnormalities and would fix customer invoices ex. faulty meters.
  • Completed a wide variety of daily job tasks such as 'self serve' forms submitted by customers and input to database.
  • Completed billing reports that would identify issues such as high-water consumption. This followed by a courtesy call to the customer provided quick mitigation.
  • Participated in regular training with an eagerness to learn new company procedures within the Billing and Customer Service Dept.
  • Educated customers on hydro and water conservation.
  • Maintained excellent communication with coworkers.
  • Cross-trained in several Departments within Customer Service such as Customer Care, Business Solutions, and Collections in order to provide back up when required.
  • Enthusiastically attended workshops, training courses and monthly safety meetings.

Education

Associate of Arts - Advertising & Marketing

Conestoga College
Waterloo, ON
05-2009

Bachelor of Arts - Psychology

Wilfrid Laurier University
Waterloo, ON
06-2007

Skills

  • Certified Joint Health and Safety Member
  • Charitable leader for monthly initiatives
  • Task delegation and tracking
  • Employee supervision
  • Regulatory compliance
  • Call monitoring
  • Coaching and mentoring
  • Account reconciliation
  • Policy development
  • Office safety protocols
  • Call center operations
  • Interpersonal skills
  • Training and development
  • Quality assurance
  • Data analysis
  • Team leadership and empowerment

Timeline

Acting Customer Service Supervisor

Alectra Utilities
01.2023 - Current

Customer Solutions Representative

Alectra Utilities Corporation
05.2022 - 10.2023

Senior Customer Service Representative

Alectra Utilities/Powerstream Inc
07.2015 - Current

Customer Service Representative/Billing Agent

Powerstream inc
01.2007 - 01.2013

Associate of Arts - Advertising & Marketing

Conestoga College

Bachelor of Arts - Psychology

Wilfrid Laurier University

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Brittany Nolan