Briana Mora
Kissimmee,FL
Summary
Dynamic leader with a proven track record at Bayside Support Services, enhancing department performance and client retention through innovative workflow development and targeted staff training. Skilled in customer relations and data analysis, I excel in fostering team collaboration and problem-solving, ensuring compliance and high-quality customer service.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Risk and Regulatory Management Supervisor
Bayside Support Services
10.2021 - Current
- Trained multiple classes of 10+ incoming agents at a time in the Risk and Regulatory department policy and procedures.
- Managed customer issues through Zendesk.
- Utilized HowNow, HiBob, Hex, Zendesk QA and Mastermind University for Quality Assurance Tracking and Training.
- Assisted with billing support involving SGA, refunds, credits, payouts, and various other billing needs.
- Spearheaded the development of new workflows based on insights gathered through data analysis techniques.
- Championed change initiatives within the organization by promoting adaptability among staff members in response to evolving online/social media conditions and internal challenges.
- Improved overall department performance by identifying areas for growth, developing action plans, and providing targeted training.
- Identified continuous improvement opportunities through regular evaluations.
- Monitored website to ensure adult-only access and reported all issues to NCMEC, focusing on safeguarding minors.
- Lead a team of customer service representatives by setting clear goals and expectations.
- Organized ongoing workshops to upgrade skills and knowledge base.
- Communicated regularly with company attorney via email to ensure compliance with all applicable laws.
- Managed escalated customer complaints effectively.
- Identified key areas for development through thorough feedback review.
- Formulated strategies to boost client retention.
- Enhance communication between teams to provide a unified customer experience.
- Communicated issues and successes to upper management.
- Monitored and enforced company policy compliance.
Customer Support Specialist
Inktel Contact Center Solutions
01.2020 - 10.2021
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
Education
High School Diploma -
Valencia College
Orlando, FLSkills
- Comfortable with Zendesk Support
- Zendesk QA
- Bubbly and Positive attitude
- Hex Management
- TCP Time Management
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Excellent communication
- Computer skills
- Team collaboration
Accomplishments
- Supervised team of 50+ staff members on a daily basis.
- Achieved higher departmental quality assurance scores through effectively helping with training on policy and procedure adherence.
- Used Microsoft Excel to develop productivity tracking spreadsheets.
- Collaborated with our legal counsel regularly to ensure adult-only access to our adult website.
Certification
- Certified Quality Assurance and Leadership Coach
Languages
English
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Zendesk
Hex
Zendesk QA
SGA Billing
Timeline
Risk and Regulatory Management Supervisor
Bayside Support Services
10.2021 - Current
Customer Support Specialist
Inktel Contact Center Solutions
01.2020 - 10.2021
- Certified Quality Assurance and Leadership Coach
High School Diploma -
Valencia College
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