Breanna Vincent
Cary,USA
Summary
Results-driven operations professional with expertise in process optimization and customer satisfaction. Skilled in enhancing client interactions through strategic communication. Improved efficiency and resolved client issues, driving operational success and cultivating strong relationships.
Overview
8
8
years of professional experience
Work History
Operations Administrator and Field Coordinator
Triangle Home Services
Holly Springs, NC
10.2023 - Current
- Oversaw daily operations across various systems and platforms, ensuring efficiency and smooth workflows.
- Created efficacy scorecards for customer service reps and sales personnel to monitor performance metrics.
- Perform multiple audits to validate precision in company processes.
- Facilitated understanding of procedures and job functions for CSR and Sales staff, enhancing clarity and compliance.
- Developed accurate route maps for technician territories and updated them to enhance efficiency.
- Compile all service orders and invoices for subsequent month for established client base.
- Enhanced team communication by facilitating discussions and sharing updates regularly. with co-workers for assistance via Slack
- Manage responses to all Memo To Office correspondence swiftly and implement suitable actions for each account.
Customer Support Specialist-Temp Contract
H&R Block
Remote
09.2022 - 04.2023
- Communicated via phone, mail, chat, and email. Interpreted clients' needs and utilized software programs to identify possible resolution issues.
- Used software programs and computer systems to accurately document, research, and resolve issues.
- Maintained tax professional training and certification records in internal systems, ensuring compliance with federal and state licensing requirements.
- Coordinated adjustments for Tax Training School classes based on client requests.
- Identified process issues and notified management of concerns and proposed solutions to improve operational effectiveness.
Sales Executive Assistant
Borderless Solutions LLC
Remote
07.2021 - 09.2022
- Coordinated schedules, organized meetings and appointments, and controlled access to manager/executive to optimize time management.
- Facilitated communication with staff, suppliers, and clients to ensure smooth operations and strengthen relationships.
- Handled first point of contact responsibilities, managing email and phone correspondence to achieve timely communication.
- Coordinated travel logistics, including booking flights and accommodations for staff.
- Typed, compiled and prepared reports, presentations and correspondence.
- Managed databases and filing systems.
- Implemented and maintained procedures/administrative systems.
Senior Customer Support Representative
Conduent
Raleigh, NC
10.2017 - 05.2019
- Facilitated advanced troubleshooting for customers, guiding them toward resolution.
- Successfully de-escalated negative customer experiences.
- Restored customer relationships with the company brand through effective communication and support.
- Assessed customer needs to suggest appropriate products.
- Gathered the necessary documentation to escalate to engineering team.
- Streamlined workflows by efficiently utilizing multiple computer programs and applications.
Education
Associate of Arts - Early Childhood Care And Education
American Public University
08.2017
High school diploma -
East Fairmont High School
FairmontSkills
- Computer literacy and Microsoft Office
- Google Workspace and Slack
- Technical troubleshooting support
- Customer communication and training
- Appointment and meeting scheduling
- Record keeping and file organization
- Invoice processing and mail management
- Customer complaint resolution and engagement
Accomplishments
National Society of Collegiate Scholars, 05/01/17, The National Society of Collegiate Scholars is a national, non-profit, tax-exempt academic honor society for college students in the United States. The students consist of the top 10% of students in the nation.
Timeline
Operations Administrator and Field Coordinator
Triangle Home Services
10.2023 - Current
Customer Support Specialist-Temp Contract
H&R Block
09.2022 - 04.2023
Sales Executive Assistant
Borderless Solutions LLC
07.2021 - 09.2022
Senior Customer Support Representative
Conduent
10.2017 - 05.2019
Associate of Arts - Early Childhood Care And Education
American Public University
High school diploma -
East Fairmont High School