Breanna Scott
Cross Country
Hesperia,CA
9
years of professional experience
Results-oriented Customer Service and Operations Specialist with over 5 years of experience in fast-paced environments. Skilled in conflict resolution, remote technical support, and process optimization. Manages business operations and digital marketing to drive productivity and enhance customer satisfaction.
Work History
In Home Caregiver
8 Months- Administered medication and monitored health conditions, maintaining safety and well-being of clients.
- Developed tailored care plans in collaboration with healthcare professionals, improving client outcomes.
- Provided personalized support to clients, enhancing daily living activities and ensuring comfort.
- Conducted regular assessments of client needs, adjusting care plans to meet changing requirements promptly.
- Ensured a safe and clean home environment by performing light housekeeping tasks such as laundry, vacuuming, and dusting.
Business Owner
3 Years 10 Months- Built and managed all aspects of small business, overseeing budgeting, marketing, and customer engagement to drive growth and operational efficiency.
- Designed and executed digital marketing campaigns across social platforms to expand brand reach and customer base, resulting in a 40% increase in client engagement.
- Managed vendor relationships, negotiated contracts, and ensured consistent, cost-effective sourcing of supplies and services.
- Maintained financial records and processed payroll, ensuring compliance and supporting smooth business operations.
- Monitored website analytics and regularly updated content to reflect seasonal offerings and market trends, increasing online visibility and lead generation.
- Ensured compliance with local business laws and industry regulations, mitigating legal risks and upholding ethical standards.
- Managed daily operational activities to ensure efficient processes and high-quality service delivery.
- Managed inventory control systems to optimize stock levels and reduce waste.
Frontline Call Center Supervisor
4 Months- Supervised team of 10+ customer service agents, providing coaching, performance evaluations, and conflict resolution to enhance adherence to quality standards.
- Monitored call metrics, including average handle time, first-call resolution, and customer satisfaction scores to drive continuous improvement.
- Delivered training sessions for new hires and development workshops for existing staff, fostering agent productivity and confidence.
- Delivered training sessions for new hires and ongoing development workshops for existing staff, improving agent productivity and confidence.
- Assisted in creating training materials and SOPs to support consistent onboarding and process adherence across the team.
- Oversaw daily scheduling and workflow distribution, maintaining service level agreements and ensuring adequate coverage during peak hours.
- Performed data entry and system updates for customer accounts, case notes, and reporting logs to maintain accurate and timely documentation.
- Collaborated with upper management to identify areas for operational improvements and contributed feedback for process and policy updates.
Manufacturing Production Associate
9 Months- Operated complex manufacturing equipment to ensure efficient production flow.
- Collaborated with team members to enhance assembly line processes and reduce downtime.
- Conducted quality inspections, identifying defects and implementing corrective actions.
- Trained new associates on safety protocols and operational procedures for consistency.
- Analyzed production data to identify trends and recommend process optimizations for better output quality.
- Operated complex machinery efficiently while adhering to all safety guidelines set forth by the company and regulatory agencies.
- Documented production information via daily system logs and discussed issues with management.
Customer Service Representative
3 Months- Delivered professional, prompt support through phone, email, and live chat to resolve customer inquiries across various sectors.
- Navigated complex systems to access customer data, process requests, and troubleshoot issues with accuracy.
- De-escalated high-stress situations with empathy and problem-solving, consistently achieving high customer satisfaction scores.
- Maintained confidentiality and handled sensitive account information with discretion and professionalism.
- Collaborated remotely with cross-functional teams to streamline communication and resolve customer complaints faster.
Customer Service Representative
7 Months- Diagnosed and resolved technical issues involving software, hardware, and connectivity using CRM software and remote support tools, enhancing customer satisfaction.
- Educated customers on product features and troubleshooting steps, empowering self-service and reducing repeat inquiries.
- Monitored customer feedback to identify recurring issues, leading to process improvements and updates to the knowledge base.
- Resolved billing and service inquiries efficiently, consistently achieving daily resolution and quality targets.
- Maintained accurate records of all interactions, ensuring seamless support across multiple touchpoints.
- Developed training materials to enhance onboarding processes for new representatives.
Customer Service Representative
5 Months- Resolved escalated customer concerns with professionalism and attention to detail, improving NPS scores.
- Resolved escalated customer concerns with professionalism and attention to detail, contributing to improved NPS scores.
- Responded to a high volume of inbound calls to assist customers with service plans, technical problems, and billing issues.
- Collaborated with technical departments to report systemic issues and identify solutions to recurring service disruptions, improving overall service reliability.
- Worked closely with technical departments to report systemic issues and identify solutions to recurring service disruptions.
- Managed high-volume call operations while maintaining exceptional service standards.
- Resolved customer inquiries through effective communication and problem-solving techniques.
Telemarketer Representative
3 Months- Conducted high-volume outbound cold calls to prospective clients, successfully presenting product offerings and scheduling appointments that increased potential sales opportunities.
- Developed persuasive sales pitches that enhanced conversion rates and generated new leads, directly contributing to revenue growth.
- Built rapport quickly, addressing objections with confidence and steering conversations toward successful outcomes.
- Maintained accurate records of interactions and appointments using CRM software, ensuring effective sales tracking and timely follow-up.
Education
High School Diploma
Skills
Customer Support & Retention
Conflict De-escalation
Remote Troubleshooting Tools
Operations Management
Team Collaboration & Leadership
Client Engagement
Financial & Payroll Management
Care Plan Development
Critical Thinking & Problem Solving
Process Improvement
Time & Resource Management
Home safety evaluation
Timeline
In Home Caregiver
Cross Country
01.2026 - CurrentRead More
Frontline Call Center Supervisor
Frontline Communications
09.2024 - 01.2025Read More
Manufacturing Production Associate
Tesla
12.2023 - 09.2024Read More
Customer Service Representative
Working Solutions, LLC
12.2022 - 03.2023Read More
Business Owner
Boxes N Suds LLC
02.2022 - 12.2025Read More
Customer Service Representative
Continuum Global Solutions
06.2021 - 01.2022Read More
Customer Service Representative
Concentrix
12.2020 - 05.2021Read More
Telemarketer Representative
Lifetime Solutions
04.2017 - 07.2017Read More
Hesperia High School
High School Diploma
Read More