Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Briana Caldwell

Albany,GA

Summary

Results-oriented Program Manager enthusiastic about taking on new challenges. Successful at developing innovative strategies to capitalize on dynamic market conditions. Strategic planner and clear communicator with a data driven and adaptable approach.

Overview

11
11
years of professional experience

Work History

Program Manager

TLC Associates
Americus, GA
01.2020 - 05.2023
  • Contributed to strategy initiatives management across multiple programs through accountability, communication and reporting.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Completed accurate and efficient data entry and database updates to support business operations.
  • Input client information into spreadsheets and company database to provide leaders with quick access to essential client data.
  • Adhered to strict data confidentiality policies to prevent information leakage.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Reporting and planning financial P&L
  • Created reports and audited spreadsheets to maintain concise records.
  • Communicated regularly with management to discuss quality trends.
  • Trained and led staff on proper QA standards.
  • Recommended improvements to systems and procedures for increased productivity.

GEME Vaccine Scheduling,

MCI
Work From Home , Work FromHome
12.2020 - 05.2021
  • Managed high volumes of inbound and outbound calls in fast-paced environment to build, cultivate and establish lucrative client relationships.
  • Maintained accurate records of incoming calls in internal database.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Monitored compliance risk controls to identify deviations and offer recommendations.
  • Maintained composure and patience in dealing with aggressive customers.
  • Five 9

Front Desk Receptionist

Southern Point Staffing LLC
Leesburg, GA
11.2020 - 02.2021
  • Received incoming calls and coordinated with staff to fulfill customer requests.
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
  • Greeted visitors to provide information and direct to appropriate personnel.
  • Answered multi-line phone system and managed calls by routing to proper extensions or taking messages.
  • Explained policies and procedures to visitors.
  • Completed basic bookkeeping and document filing.
  • Signed for packages, recorded deliveries and distributed to personnel.
  • Scheduled appointments and maintained and updated appointment calendars.

Kitchen Order Packer

Sunnyland Farms
Albany, GA
09.2020 - 11.2020
  • Work as a team to package products
  • Assist fulfillment with moving inventory as requested
  • Worked with management in maintaining and organizing all cleaning and shipping supplies
  • Additional expectations as approved/designated by management
  • Packaged bulk and private label orders
  • Followed procedure to ensure cleanliness of workspace

Assistant Call Center Manager

Teleperformance
Albany, GA
10.2013 - 07.2020
  • Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
  • Developed quality assurance standards and established targets for all staff.
  • Monitored performance by reviewing relevant reporting data and producing statistical reports.
  • Delivered constructive call process feedback.
  • Completed accurate and efficient data entry and database updates to support business operations.
  • Compiled data from source documents prior to data entry.

Shift Leader

Video Warehouse
Albany, GA
12.2011 - 08.2013
  • Handled escalated customer concerns and emergencies in absence of manager or supervisor.
  • Counted cash on hand at shift change and closing to determine shortages or overages and prepare bank deposit statements.
  • Delegated tasks to employees and monitored activities and task completion.
  • Educated customers about offerings, promotions and pricing to boost sales.
  • Coached team members to increase productivity and reduce workplace accidents.
  • Upheld company standards and compliance requirements for operations.
  • Managed daily workflow and scheduled staff for adequate coverage.
  • Assisted general manager with operations game plan and company initiatives implementation.

Education

Certificate - Medical Billing And Coding

Devry University
04.2022

Associate of Science - Criminal Justice

CARRINGTON COLLEGE
Sacramento, CA
12.2011

High School Diploma -

Worth County High School
Sylvester, GA
05.2010

Skills

  • Operations management
  • Information Protection / Data Classification
  • Budgeting and Resource Management
  • Data Collection & Research
  • Strategic planning
  • Project Management
  • Policy and procedure improvements
  • Quality assurance
  • Data analysis
  • Customer and personnel training

Timeline

GEME Vaccine Scheduling,

MCI
12.2020 - 05.2021

Front Desk Receptionist

Southern Point Staffing LLC
11.2020 - 02.2021

Kitchen Order Packer

Sunnyland Farms
09.2020 - 11.2020

Program Manager

TLC Associates
01.2020 - 05.2023

Assistant Call Center Manager

Teleperformance
10.2013 - 07.2020

Shift Leader

Video Warehouse
12.2011 - 08.2013

Certificate - Medical Billing And Coding

Devry University

Associate of Science - Criminal Justice

CARRINGTON COLLEGE

High School Diploma -

Worth County High School
Briana Caldwell