Summary
Overview
Work History
Skills
Timeline
Accomplishments
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Bria Carrington Lambirth

Houston,TX

Summary

Bria Carrington- Lambirth Resumé My background in customer service has honed my ability to empathize with users and understand their pain points. At the same time, my technical proficiency allows me to grasp the intricacies of digital interfaces and technologies. This combination of skills positions me to bridge the gap between user needs and product development, ultimately driving user-centric design decisions. I am enthusiastic about leveraging my diverse skill set, along with the knowledge gained from these courses, to contribute meaningfully to the field of UX research. My journey into UX research represents a natural progression in my career, and I am eager to apply my passion and skills.

Overview

10
10
years of professional experience

Work History

Technical Provisioner

PayPal
Chicago, IL
10.2021 - Current
  • Braintree (PayPal)
  • I have successfully communicated account setup requirements and expectations with over 100 customers and key stakeholders, ensuring 95% customer satisfaction
  • I demonstrated expertise in utilizing Salesforce and Zendesk, managing and updating over 500 customer accounts
  • Proven ability to collaborate with sales, finance, operations, and engineering teams, successfully onboarding 50+ new customers
  • Exceptional at gathering and leveraging feedback, which led to a improvement in the onboarding process and a 15% increase in customer satisfaction
  • Develop a deep understanding of customers' business and operational objectives
  • Guided 30+ customers in defining their specific needs and managed timelines, resulting in 85% of customers realizing the total value of our products and services within the first quarter.

Techinical Support

PayPal
Chicago, IL
07.2019 - 10.2021
  • I demonstrated expertise in handling a high volume of inbound support calls, live chats, and emails, assisting more than 50 customers daily
  • Proficient in educating customers on using Venmo tools for sending and receiving payments, resulting in a 20% increase in user satisfaction and a 10% decrease in support requests
  • Utilizes a comprehensive suite of advanced tools, like Scope and resources, to consistently achieve a 95% issue resolution rate and provide best-in-class services.

Credit Operations Specialist

PayPal
Hunt Valley, MD
10.2017 - 07.2019
  • Educated customers on the features and benefits of products to improve their satisfaction and deepen their relationship with
  • Proficient in assisting with risk management and handling transaction trace requests, ensuring the security and trust of, 's customers, with a track record of managing over 50 monthly requests
  • Utilized Compass and IT systems to recognize opportunities and transition calls
  • Analyzed and explained account activities to customers
  • Updated job knowledge by studying new product descriptions and participating in educational opportunities
  • Maintained and improved quality results by adhering to standards and guidelines and recommending improvements to standard operating procedures.

Customer Service Representative

SECU
Linthicum Heights, MD
05.2014 - 08.2017
  • Assisted members with account-related requests such as fund transfers, stop payments, bank deposits, service charges, and other account transactions
  • Acted as a member liaison between other bank departments when working through members’ inquiries
  • Cross-sold bank products and services based on member needs by the banks' program standards
  • Identified members' needs, clarified information, researched issues and provided solutions and alternatives.

Skills

  • User-Centered Approach
  • Empathy
  • Communication
  • Problem-Solving
  • Data Analysis
  • Research
  • Interviewing
  • Usability Testing
  • Attention to Detail
  • Collaboration
  • Adaptability
  • Process Improvement
  • Documentation
  • User Persona Understanding
  • User Surveys
  • Continuous Learning
  • Technical Proficiency
  • Critical Thinking
  • Qualitative & Quantitative Research
  • Baltimore

Timeline

Technical Provisioner

PayPal
10.2021 - Current

Techinical Support

PayPal
07.2019 - 10.2021

Credit Operations Specialist

PayPal
10.2017 - 07.2019

Customer Service Representative

SECU
05.2014 - 08.2017

Accomplishments

  • UX Design
  • Google Coursera
  • May ‘22
  • UX Research & Strategy
  • DesignLab
  • September ‘23
  • Professional Summary www.linkedin.com/in/bria-carrington-lambirth
  • High School Diploma
  • New Town High
  • May ‘12
  • Education
  • Bria
  • Carrington-
  • Lambirth
  • Resumé
  • Profound ability to research customer inquiries using cutting- edge technology, resulting in a 98% issue resolution rate and a reduction in response time
  • I successfully mentored and trained 15+ new hires in each training class through comprehensive training facilitation and one-on- one shadowing sessions, ensuring the team's readiness and proficiency
  • I effectively managed a high volume of incoming requests from team members, assisting with complex inquiries within a 24-hour response time
  • Proactively identified and addressed inconsistencies in the Wiki system, resulting in a 30% reduction in knowledge base errors
  • I acted as the recognized subject matter expert for specific
  • Venmo products and features, providing valuable insights and support to team members
  • Collaborated with 5+ cross-functional teams from Product and
  • Operations departments through Slack and hosted weekly team meetings to facilitate knowledge sharing and enhance communication.

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Bria Carrington Lambirth