Summary
Overview
Work History
Education
Skills
Specialassignments
Timeline
Generic

Breanna Ricketts

Summary

Dedicated Team Leader with expertise in quality assurance initiatives, issue resolution and interpersonal communication. Proficient with project management, personnel training and production scheduling. Sets example for work ethic, punctuality and quality.

Overview

10
10
years of professional experience

Work History

Team Lead Messaging POC

01.2023 - Current
  • Act as a Subject Matter Expert and assist other Team Leads with duties and expectations of performance within the Messaging Line of Business
  • Ensure that other Team Leads feel comfortable looking through the multiple tools provided for the Messaging Channel and helping to interpret data of each specialist.

Team Lead

01.2022 - Current
  • Lead a team of specialists in mixed lines of business (Messaging/PSS/SSS)
  • Meet with specialists once per week to check progress and adjust performance goals
  • Work with specialists on challenges to ensure continued learning and understanding
  • Utilize tools to assist with coaching sessions with specialists and determine any opportunities for improvement
  • Uplift specialists through recognition
  • Provide IM support to specialists and guiding specialists to the answer or directing the correct contact/plan of action
  • Analyze specialist stats in multiple tools to develop action plans for personal and professional improvements.

Messaging Floor Support for BPO

Manila
04.2024
  • Traveled to Manila to provide support for new Messaging Students in one of our Business Partner Offices
  • Guided Specialists to answers found using KM, Axis, or other tools
  • Assisted with topics that specialists struggled with and helped them to understand better
  • Implemented training that was reviewed during debriefs and ACE to ensure clarity and understanding of common topics.

Subject Matter Expert/Mentor

01.2021 - 01.2022
  • Mentored remotely for vendor new hires for Messaging LOB
  • Collaborated with facilitator during 3-week instructor-led class
  • Directed agents to the proper topic and subsections in KM for policy/procedures
  • Exhibited extreme flexibility with schedule & learning material
  • Demonstrated live presentations in Live Engage platform
  • Collaborated with co-mentor for daily debriefs with visual and verbal material
  • Performed audits of employee knowledge and policy adherence during OJT.

Delta Messaging

01.2017 - 01.2022
  • Utilizes digital platform, Live Engage, daily to assist customers with their inquiries, requests, and help diffuse any negative experiences
  • Assist multiple customers at the same time
  • Strategic decision-making skills to ensure the best possible outcome for Delta and our customers
  • Ensures that customers information is protected by utilizing proper secure forms during interactions.

Delta Supervisor/Reservations

01.2014 - 01.2017
  • Guided front-line specialists to find policies and procedures by using Knowledge Management
  • Complied with ADA by assisting passengers with the best accommodations that meet the needs of their disability
  • Managed customer complaints and arrive at solutions that make the customer feel appreciated and heard.

Education

High School Diploma -

Nature Coast Technical High School
Brooksville, FL
05-2009

Skills

  • Performance analysis
  • Employee engagement
  • Subject Matter Expert
  • Collaboration
  • Live Engage platform
  • Policy and procedure adherence
  • Digital platform utilization
  • Strategic decision-making
  • Customer service
  • Coaching and Mentoring
  • Problem-solving
  • Tableau Software
  • Influencing skills
  • Customer Focus
  • Regulatory Compliance

Specialassignments

  • Team Lead Messaging POC, 02/03/2023, Present, Act as a Subject Matter Expert and assist other Team Leads with duties and expectations of performance within the Messaging Line of Business. Ensure that other Team Leads feel comfortable looking through the multiple tools provided for the Messaging Channel and helping to interpret data of each specialist.
  • Messaging Floor Support for BPO, 04/01/2024, 04/30/2024, Traveled to Manila to provide support for new Messaging Students in one of our Business Partner Offices. Guided Specialists to answers found using KM, Axis, or other tools. Assisted with topics that specialists struggled with and helped them to understand better. Implemented training that was reviewed during debriefs and ACE to ensure clarity and understanding of common topics.

Timeline

Messaging Floor Support for BPO

04.2024

Team Lead Messaging POC

01.2023 - Current

Team Lead

01.2022 - Current

Subject Matter Expert/Mentor

01.2021 - 01.2022

Delta Messaging

01.2017 - 01.2022

Delta Supervisor/Reservations

01.2014 - 01.2017

High School Diploma -

Nature Coast Technical High School

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Breanna Ricketts