Brittany Lee
Rosewallace085@gmail.com | (315)604-1761
Call Center Representative with 6 years of experience excelling in high-volume environments.
Demonstrates exceptional emotional intelligence, effective communication, and problem-solving
skills. Consistently achieves high-quality scores and fosters a collaborative team atmosphere,
aiming to enhance customer satisfaction and operational efficiency.
Peckham (Passport Specialist CSR + Help Desk)
Feb 2023- March 2024
Phoenix AZ
• Managed Passport services, Office of Authentications, and Vital Records for U.S.
Department of State.
• Handled up to 200 inbound calls daily during peak season, ensuring timely and
professional responses.
• Maintained Quality Average scores above 90%, demonstrating consistent high
performance.
• Utilized multiple databases and problem-solving skills to provide accurate
information and resolve issues.
• Utilized multiple databases and proprietary government Customer Interaction
Center systems to efficiently resolve complex customer inquiries, reducing average
call time to under 5 minutes.
• Accurately logged customer information for passport appointments, ensuring data
integrity and compliance with government regulations.
• Mentored Tier 1 CSRs and new hires, enhancing team efficiency and call resolution
rates while fostering a supportive work environment.
• Utilize problem solving skills and multiple databases with proprietary government
Customer Interaction Center systems
Epiq (Data Breach CSR Tier 2)
Feb 2022- Feb 2023
Phoenix AZ
• Reviewed and corrected Tier 1 CSR escalation notes, improving accuracy and
customer satisfaction.
• Acted as a supervisor for escalated calls, providing expert guidance and resolution.
• Followed up on escalated issues, ensuring timely resolution and customer
satisfaction.
• Managed high-volume call center operations, handling 40-100 inbound and 10-20
outbound calls daily, ensuring efficient resolution of data breach inquiries.
• Maintained meticulous call documentation, adhering to data privacy guidelines and
ensuring accurate logging of customer information for seamless follow-ups.
• Consistently achieved above 90% quality average on call scoring, demonstrating
excellence in customer service and maintaining remote work privileges.
• Acted as an escalation point for highly elevated callers, effectively de-escalating
situations and collaborating with Tier 1 agents to ensure customer satisfaction.
Maximus Inc (CSR)
Aug 2020- Oct 2021
Phoenix AZ
• Guided customers to relevant resources or senior staff for inquiries.
• Adhered to HIPAA and privacy policies while assisting callers with online
applications.
• Utilized multiple communication channels including phone, email, and web chat to
efficiently complete job duties and assist customers.
• Delivered empathetic customer care to vulnerable communities, navigating
complex healthcare plans and ensuring HIPAA compliance while handling 10-20
daily calls.
• Managed inbound inquiries efficiently, utilizing pre-scripted responses and
standard technologies to provide timely, courteous assistance with healthcare
applications.
• Interpreted and communicated complex healthcare information, guiding callers
through plan options and application processes to facilitate informed decision-
making.
Skills
Effective Communication * Emotional Intelligence * Teamwork * Detail Oriented * Critical
Thinking * Problem-Solving * Adaptability * Active Listening * Computer Skills * Multitasking *
Organization * MS Office * Typing 89 WPM
Education
GED | Sullivan Learning Center
