Bria Lindsey

• Served as primary point of contact for a portfolio of 40–50 active customers while managing 300–400 outbound and inbound calls daily

• Consistently exceeded KPIs by closing 15 loans per day against a goal of 10

• Maintained an exceptional customer satisfaction score of 4.97/5 through consultative guidance and timely follow-up

• Educated customers on mortgage products, pricing options, and loan terms while ensuring compliance with regulatory standards

• Coordinated closely with real estate agents, underwriting, and operations teams to ensure seamless loan processing and closing

• Nominated for Q3 Sales Award; ranked among top performers for call volume, conversion, and customer reviews

• Supported 50–75 customers per day via phone, email, and chat, addressing mortgage pre-application questions and guiding borrowers through next steps

• Managed outbound lead generation through Credit Karma and LendingTree, contributing to major deal closures

• Maintained and updated sales pipeline within Salesforce while collaborating with product, operations, and marketing teams

• Consistently exceeded monthly performance metrics including call pickup rate, QA scores, and file effectiveness

• Supported 12 Account Executives across three television stations with advertising sales operations and client support

• Assisted with campaign execution, billing, invoicing, and performance reporting for local and national advertisers

• Built strong client relationships through phone, email, and in-person communication

• Conducted competitive spending analysis and campaign reporting using Kantar, Matrix, and WideOrbit

• Collaborated with production teams to ensure accurate and timely commercial delivery

• Handled 125+ customer interactions daily, resolving claims, order issues, and account inquiries for major U.S. and Canadian clients

• Managed Essendant account ordering and contributed to revenue growth

• Promoted to Team Lead within one year due to outstanding performance and leadership

• Improved turnaround time and reduced call abandonment while exceeding all service metrics

• Partnered with internal teams to deliver consistent, high-quality customer outcomes

• Drafted and reviewed customer correspondence in compliance with regulatory and style guidelines

• Partnered with Compliance and Business stakeholders on annual content reviews

• Monitored vendor performance and resolved production issues

• Supported internal teams with documentation accuracy and process improvements