Brittany Rutherford
Muncie
Summary
To obtain a full-time position in a customer care environment where I can grow within a company.
Overview
17
17
years of professional experience
2011
2011
years of post-secondary education
Work History
Optical Technician
Family eye care
Anderson
06.2025 - Current
- Processing insurance
- Pulling insurance
- De-escalation tactics due to patients being displeased or having issues
- Adjusting glasses .. popping lenses in and out lab work..
- Check in glasses, order glasses talking with patients about what they would like in their vision and likes - dislikes when it comes to their eyewear
- Operated optical equipment for lens crafting and repairs.
- Assisted customers in selecting appropriate eyewear and lenses.
- Conducted routine maintenance on optical instruments to ensure precision.
- Managed inventory of optical supplies and materials efficiently.
- Provided technical support for complex eyewear adjustments and fittings.
- Trained new technicians on equipment usage and safety protocols.
- Resolved customer complaints regarding product quality or service issues promptly.
- Provided guidance to customers on selecting eyewear according to their prescription requirements.
- Trained new employees on proper use of equipment and techniques.
- Maintained clean, organized and well-stocked examination rooms by resetting spaces between appointments.
Customer Service Remote
Zeiss Optical
01.2021 - 05.2025
- Answer calls for doctor's offices guiding them on entering prescriptions along with placing orders for them. Answering any lens design questions, they would have especially with prescription concerns etc.
- We also deal with emails I answer emails for those same offices in a timely manner, our call volume metrics are 90 plus a day.
- Zeiss is a great company however there's no room to grow and I am looking to grow more.
- Quality assurance specialist- while on this role, I would grade agents calls and follow list if what's required and coach agents on those calls when seeing patterns as I listened to the calls.
- LEAD ROLL- while being a lead in this job role after serving 6 months in quality I moved to a lead where I took agents calls in the call center as they needed help, they would call the lead line and my role was to guide them and help them with that call.
- This company lost the contract for the PCA position, so they offered us to move within to other positions and I chose to expand to Apple chat support which helped me gain a lot of technical background and abilities.
Billing Representative
Charter Spectrum
01.2017 - 12.2017
- Billing representative handling customer calls about their bills and issues with mis-communication like issues with extra charges .. install fees promo roll offs etc.
- Handling angry customers usually most of your day and being able to handle a high stress situation.
- Escalating calls as needed on customers requests.
Sales Outbound Telemarketing
Charter Spectrum
01.2017 - 12.2017
- Making outbound calls to existing customers trying to sell them services they don't have.
- Meeting monthly quota and sales goals.
- Paying attention to numbers and able to multi-task as needed.
Quality Assurance Specialist / Apple Chat Tech Support Agent
Xerox (Conduent)
01.2015 - 01.2017
- When I started with the company I started in as a quality assurance specialist coming in grading agents chats which was a little different from calls, however we would constantly review chats and then report what we saw to their supervisors for coachings.
- Six months into this job role I moved to handling chats with other agents due to business needs they asked if I would be willing to handle chats so I moved to doing that for the rest of my time here with them.
- Handling chats from customers who are having issues with their iPhones, Macs or Apple TV devices.
- Multiple chats at a time and also possibility for issue to not be resolved so ability to think on your feet and have fast problem solving skills was a plus.
Patient Care Advocate
Xerox (Conduent)
08.2014 - 09.2015
- Handling calls with patients that wanted to fill prescriptions
- Dealing with HIPAA and Prior authorizations for meds that may not be covered by the patient insurance etc
- Sometimes patients would be frustrated by medications not being covered but we could find a resolution with alternative meds, calls sometimes could be rough but I enjoyed the company, I was promoted to quality assurance specialist after 90 days you could promote within so due to how I handled calls was able to move to quality and then later a lead position was offered.
- Express Scripts
Server
Grey Goose
04.2013 - 07.2014
- Greet your tables, give specials, take open drink orders and appetizer orders
- Take food orders place them then deliver to your tables having 9 plus tables a night sometimes more depending on staff
- Having the ability to handle multi tables at a time helps me be able to manage time well and got me use to a busy situation as well
- Handling money giving change as needed as well as issues with any drinks or food
- Left this job due to better opportunities to align well with my experience and this job was more of a seasonal due to how they were hiring they were going through new management take over it was hard to get shifts and hours after summer time
Assistant Management
Video department
06.2009 - 12.2012
- Responsible for open and closing store
- Monthly inventory counts while maintaining video store customers
- Making daily calls to customers who had late video rental returns or past due accounts to discuss with them for payment or return of the movies and or games
- On a daily basis you would count your cash drawer then just check customers out sometimes dealing with complaints and issues on the spot.. responsible for maintaining clean store during day, as well as cash drawer at night and closing down department as well
Education
associates -
Ivy tech
08.2024 - 03.2026
high school graduate -
Bell county high school
Skills
- Lead and management roles
- Quality Assurance
- Customer service
- Attention to detail
- Computer skills
- Familiarity with programs (Excel, Word, PowerPoint)
- Multi-tasking
- Meeting deadlines
References
- Kristen Ellison, 859-512-6963, Worked with at Charter Spectrum in billing; was a lead and responsible for a lot of my success
- Stepanie Soden, 859-652-4542, Supervisor over me, knows my abilities as a worker
- Marlese Holiday, 859-221-7239, Known since elementary school
Activities
- Yearbook member, Bell County High School (Junior year to Senior year)
- Former Cross Country and Track runner, leader to freshmen on the team
Timeline
Optical Technician
Family eye care
06.2025 - Current
associates -
Ivy tech
08.2024 - 03.2026
Customer Service Remote
Zeiss Optical
01.2021 - 05.2025
Billing Representative
Charter Spectrum
01.2017 - 12.2017
Sales Outbound Telemarketing
Charter Spectrum
01.2017 - 12.2017
Quality Assurance Specialist / Apple Chat Tech Support Agent
Xerox (Conduent)
01.2015 - 01.2017
Patient Care Advocate
Xerox (Conduent)
08.2014 - 09.2015
Server
Grey Goose
04.2013 - 07.2014
Assistant Management
Video department
06.2009 - 12.2012
high school graduate -
Bell county high school