Open To Work
Hi, I’m
BRETTNEY GREEN
Katy,TX
Summary
Dynamic and people-focused Team Leader with 10+ years of progressive experience across digital banking, technical support, compliance-sensitive operations, and workforce management. Known for quickly advancing through multiple roles and adapting to high-volume, high-stress environments while supporting major platform migrations and leading teams through system changes. Skilled in KPI management structured coaching, multi-department collaboration, escalated issue-resolution, timecard accuracy, and building tools and processes from theground up. Brings a strong blend of leadership, technical troubleshooting, regulatory awareness, and calm performance under pressure .
Overview
11
years of professional experience
Work History
CIBC – Canadian Imperial Bank of Commerce
Team Leader
06.2025 - 12.2025
Job overview
- Supported the digital banking platform migration while serving as both Team Leader and Workforce Management support. Built daily shift schedules for 30+ agents—including break and lunch rotations—while maintaining queue coverage and service-level expectations. Created full departmental coverage plans, monitored real-time KPIs, and delivered coaching on call flow, authentication, acknowledgment scripting, and digital troubleshooting. Tracked employee hours and ensured accurate timecard submission for payroll
- Joined temporary assignment as part of the largest new-hire class ever onboarded and independently built the tools, trackers, and scheduling systems required to perform these responsibilities effectively. Managed escalated calls, resolved escalated IT tickets tied to the platform transition, and partnered with leadership to identify defects, trend system issues, and improve process clarity and agent readiness.
Discover Financial Services
Web Support Team Manager
11.2016 - 06.2025
Job overview
- Advanced quickly through multiple roles over a 10-year tenure, working across compliance, digital support, deposit accounts, credit cards, fraud, risk mitigation, and customer experience, ultimately spending the last three years managing the Web Support Technical Department.
- Supported both agents and clients through highly complex digital access issues, including login failures, authentication discrepancies, online banking/platform errors, app/web navigation problems, security challenges, and system outages.
- Completed detailed reviews of bankruptcy filings, lien notifications, account restrictions, suspicious activity alerts, and high-risk account escalations, ensuring strict accuracy and regulatory alignment.
- Delivered structured coaching focused on call flow execution, compliance-aligned scripting, acknowledgment usage, documentation standards, performance KPIs, and trend analysis, contributing to notable improvements in quality and consistency.
- Played a key role in onboarding, cross-training, and multi-department development, strengthening new-hire readiness and supporting workflow transitions across several operational groups.
- Served as a trusted SME for authentication, fraud mitigation, account security, and digital troubleshooting, often assisting leadership in identifying process gaps, system defects, and training opportunities.
- Built strong relationships across departments, supporting process improvements, elevating customer experience outcomes, and contributing to a more streamlined and effective digital support operation.
Rent Dynamics
Senior Account Manager
03.2022 - 10.2023
Job overview
- Served as the first point of contact for tenants, including during high-stress maintenance emergencies such as fires, floods, break-ins, and safety hazards. Maintained calm, controlled communication to keep tenants safe and reassured until maintenance teams or emergency responders arrived.
- Coordinated directly with law enforcement agencies and emergency services across the country frequently, relaying critical information, confirming incident details, and ensuring rapid response and proper documentation.
- Handled a high volume of inbound calls, live chats, and email inquiries, providing accurate information regarding property details, touring schedules, leasing requirements, and maintenance needs.
- Managed real-time communication between tenants, property managers, and technicians to ensure timely updates and quick resolution of urgent issues.
- Supported leasing conversions by coordinating tours, answering eligibility questions, and delivering clear, customer-friendly communication across all channels.
Teleperformance
Customer Service
05.2015 - 10.2016
Job overview
- Provided frontline support to military service members and their families, assisting with sensitive financial needs, online banking access, debit card issues, and fraud concerns.
- Worked in a high-stress, emotionally charged environment, often supporting clients who were actively deployed, overseas, or separated from their families, requiring heightened empathy, clarity, and reassurance.
- Handled high-volume inbound calls, ensuring accuracy and compliance while navigating strict regulatory and security protocols.
- Delivered calm, concise guidance during urgent financial situations, helping military clients maintain access to critical accounts while managing time zone challenges and deployment restrictions.
Education
Taylorsville High School
High School Diploma
University Overview
- Graduated with Honors
- GPA: GPA 3.7
Skills
- Leadership & team development
- Advanced Excel (Pivot Tables, VLOOKUP/XLOOKUP, data analysis)
- Compliance & risk awareness
- Bankruptcy & lien review expertise
- Coaching, quality management, and KPI-driven development
- Workforce planning & real-time operations management
- Digital banking troubleshooting & system navigation
- IT technical support and escalation handling
- Conflict resolution & de-escalation
- Process improvement & KPI tracking
- Cross-functional communication
- Detail-oriented timecard and hours-approval accuracy
Work Preference
Work Type
Full TimeLocation Preference
RemoteTimeline
Team Leader
CIBC – Canadian Imperial Bank of Commerce
06.2025 - 12.2025
Senior Account Manager
Rent Dynamics
03.2022 - 10.2023
Web Support Team Manager
Discover Financial Services
11.2016 - 06.2025
Customer Service
Teleperformance
05.2015 - 10.2016
Taylorsville High School
High School Diploma