Briana Lockhart
Charlotte,NC
Summary
Highly motivated, professional employee with a desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
Yard Card & Party
Charlotte, NC
03.2025 - Current
- Responded promptly to emails and phone calls from customers regarding their inquiries.
- Created and maintained accurate documentation of all customer information.
- Assisted customers with billing inquiries, account changes, and other related matters.
- Answered phone calls, emails, and other client inquiries regarding appointment scheduling.
- Responded promptly to any changes or cancellations of existing appointments.
- Performed follow-up calls after each appointment to ensure satisfaction with services provided.
- Handled all electronic and manual payments.
Senior Support Specialist & Case Coordinator
Friendship CDC
Charlotte, NC
01.2025 - Current
- Monitored client progress through regular follow-up contacts.
- Assessed clients' needs, developed service plans, and monitored progress toward goals.
- Provided crisis intervention support for clients in emergencies.
- Maintained accurate case records and documentation according to agency guidelines.
- Participated in professional development activities related to case management best practices.
- Advised staff members on effective strategies for working with challenging client behaviors.
- Maintained logs and electronic client records following department and agency policies for effective monitoring.
- Adhered to ethical principles and standards to protect clients' confidential information.
- Participated in regular team meetings and in-house training sessions to boost group effectiveness.
- Participated in professional development opportunities to stay current with best practices in case management.
Assistant Store Manager
Friendship CDC
Charlotte, NC
03.2010 - 01.2025
- Maintained customer service standards by monitoring employee performance and resolving customer complaints.
- Analyzed sales figures and prepared monthly reports for upper management.
- Performed daily opening and closing duties, such as counting cash drawer contents, reconciling discrepancies, and restocking shelves.
- Reviewed online reviews from customers to identify trends in customer satisfaction.
- Coordinated promotional activities, such as contests, giveaways, and discounts.
- Created visual displays that attracted customers to merchandise in the store.
- Identified areas of improvement within the store environment and recommended solutions.
- Recruited, trained, and managed staff; scheduled shifts and tracked employee attendance.
- Processed returns and exchanges according to company policy while providing excellent customer service.
- Developed and implemented store policies and procedures to ensure efficient operations.
Education
Some College (No Degree) - Human Services
Central Piedmont Community College
Charlotte, NCSkills
- Crisis intervention
- Case management
- Client assessment
- Customer service
- Conflict resolution
- Documentation accuracy
- Effective communication
- Team collaboration
- MS office
- Workflow management
- Handling escalations
- Empathy and patience
- Issue resolution
Certification
- Licensed in - Homeless Management Information Systems (HMIS)
- Completion of Privacy and Security Training with Mecklenburg County
References
References available upon request.
Timeline
Customer Service Supervisor
Yard Card & Party
03.2025 - Current
Senior Support Specialist & Case Coordinator
Friendship CDC
01.2025 - Current
Assistant Store Manager
Friendship CDC
03.2010 - 01.2025
Some College (No Degree) - Human Services
Central Piedmont Community College
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