Summary
Overview
Work History
Education
Skills
Timeline
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BreAnna Bolton

BreAnna Bolton

Player Experience Auditor
Long Beach,CA

Summary

Knowledgeable and dedicated customer service professional with extensive experience in coaching and development and team management in the e-commerce industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

6
6
years of professional experience

Work History

Player Experience Auditor

Activision
08.2022 - Current
  • Identified control gaps in processes, procedures and systems through in-depth research and assessment and suggested methods for improvement.
  • Produced and reviewed audit reports for submission to stakeholders and advised on audit recommendations and internal controls.
  • Participated in interviews, performed observations and evaluated pertinent information to supplement audit findings.
  • Complied with established internal procedures by examining reports, processes and documentation.
  • Developed auditing program to address risks and evaluate regulatory requirements using Google Forms.
  • Coordinated, managed and implemented projects for auditor and examiner evaluations.

Sr. Operation Support Specialist

Leaf Group
11.2021 - 08.2022
  • Assisted in creating and documenting new and improved processes to drive efficiency and quality delivery of service to customers.
  • Assisted Customer Service Manager with special projects to ensure smooth
    operations and service workflows.
  • Assist with team meetings by prioritizing tasks and ongoing training of internal/external
    team members and new hires.
  • Resolve and investigate customer inquiries in a supportive, friendly, and helpful manner
    which will result in KPI achievement, first contact resolution, and high customer satisfaction.
  • Liaise with multiple external departments regarding general customer information and
    feedback to ensure a well – coordinated and streamlined customer service process.
  • Provide motivation, support, and guidance to the internal and external customer service
    team(s) during escalated customer interactions.

Administrative Assistant

Smile 4 Less
11.2020 - 07.2021
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Used Square calendar management to process reservations, check-ins and check-outs.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Provided clerical support to company employees by copying, faxing and filing documents.
  • Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information.
  • Communicated with individuals entering building to boost security, assist visitors and keep visitor log.

Customer Care Supervisor

Fashion Nova
07.2017 - 10.2020
  • Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Trained new personnel regarding company operations, policies and services.
  • Optimized customer support by establishing collaborative service environment.
  • Cross-trained and backed up other customer service managers.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Subject Matter Expert on building and incorporating Sales Force CRM
  • Experience with Zendesk, Slack, and Google Suite

Education

Some College (No Degree) - Kinesiology

California State University - Northridge
Northridge

Skills

  • Training and development
  • Quality Assurance
  • Team Leadership
  • System knowledge (Zendesk, Shopify, Netsuite, SalesForce, Workday and Google Suite)
  • Background in managing KPI's
  • Inter-department collaboration
  • Staff Management
  • Policy and procedure modification
  • Scheduling
  • Office Administration
  • Adaptability

Timeline

Player Experience Auditor

Activision
08.2022 - Current

Sr. Operation Support Specialist

Leaf Group
11.2021 - 08.2022

Administrative Assistant

Smile 4 Less
11.2020 - 07.2021

Customer Care Supervisor

Fashion Nova
07.2017 - 10.2020

Some College (No Degree) - Kinesiology

California State University - Northridge

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BreAnna BoltonPlayer Experience Auditor