Briana Watson
Amarillo,TX
Summary
Reputable customer service professional brings strong phone speaking skills paired with in-depth knowledge of CRM systems. Offers vast experience connecting customers with products and services. Punctual and responsible individual polished in navigating multiple computer systems and applications.
Driven Customer Service Supervisor offers [Number] years of expertise in sales management and office administration. Polished in strategic planning and employee relations. Adaptable and versatile professional equipped with sound judgment and performance-based management approach.
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
2026
2026
years of professional experience
Work History
Assistant Retail Store Manager
Goodwill Industries
Amarillo, Texastx
10.2024 - Current
- Provided excellent customer service by resolving customer complaints in a timely manner.
- Assisted with budgeting process by monitoring expenses against allocated budgets.
- Prepared staff work schedules and assigned team members to specific duties.
- Delegated work to staff, setting priorities and goals.
- Identified ways to reduce operational costs while ensuring quality standards were met.
- Formed and sustained strategic relationships with clients.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Analyzed sales reports to identify areas for improvement in product selection or pricing strategies.
- Managed special store projects to improve store-wide processes and operations.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Processed sales transactions via cash register and telephone orders.
Customer Service Manager
AIG Retirement Services
Amarillo, Texas
05.2019 - 09.2023
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Reviewed/ forecasted performance expectations with direct team of 15+ associated
- Building strong action plans with emoyees to improve performance
- Handled escalated calls for upset customers, finding real time solutions
- Daily, weekly, monthly, quarterly, and annual reviews of team performance. Incentives reviewed/paid for quality performance
- Team building
- Upheld quality control policies and procedures to increase customer satisfaction.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Monitored phone calls to provide feedback and coaching.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Evaluated employee job performance and motivated staff to improve productivity.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Led team engagement to assist cross-functional departments and achieve goals.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Conducted research and reviewed findings to solve customer issues.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Conducted training and offered staff development opportunities to decrease process lags.
- Processed documentation and troubleshot discrepancies to build client rapport.
- Explained benefits, features and recommendations to maximize client retention.
Operations Manager
Sitel
Amarillo, Texas
02.2018 - 05.2019
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Recruited, hired and trained crew members on application of projects, customer relations and customer service.
- Addressed customer concerns with suitable solutions.
- Conducted periodic assessments to evaluate company's financial performance.
- Crafted operations best practices using audits and project management team feedback.
- Monitored resource use to achieve set goals within budget constraints.
- Connected with clients and developed strategies to achieve sales and customer service goals.
- Created corrective actions based on adverse KPI trends.
- Collaborated with team leaders on quality audits.
- Conducted employee observations and documented findings.
- Planned delivery routing, team workflows and promotional initiatives.
- Measured and reviewed performance via KPIs and metrics.
- Developed initiatives for process improvement and reviewed and assessed ongoing operations.
- Anticipated and tracked operational and tactical risks to provide strategic solutions.
- Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
- Presented performance and productivity reports to supervisors.
- Oversaw financial management, budget management, accounting and payroll activities.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Built strong operational teams to meet process and production demands.
- Contributed to proposal and contract development, negotiations and meetings.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Motivated and evaluated personnel for performance improvement and goal achievement.
- Produced SOPs to document workplace procedures and optimize productivity through standardization.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Responded to information requests from superiors, providing specific documentation.
- Guided employees on understanding and meeting changing customer needs and expectations.
- Published customer satisfaction results from feedback forms and correspondence.
- Reviewed daily financial reports and reconciled accounts to keep information current and accurate.
- Enforced federal, state, local and company rules for safety and operations.
Customer Service Manager
Sitel
Amarillo, Texas
04.2014 - 01.2018
- Evaluated and authenticated returns, exchanges and voids.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Monitored phone calls to provide feedback and coaching.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Evaluated employee job performance and motivated staff to improve productivity.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Audited customer account information to identify issues and develop solutions.
- Led team engagement to assist cross-functional departments and achieve goals.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Conducted research and reviewed findings to solve customer issues.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Conducted training and offered staff development opportunities to decrease process lags.
- Processed documentation and troubleshot discrepancies to build client rapport.
- Explained benefits, features and recommendations to maximize client retention.
Customer Service Professional
Sitel
Amarillo, Texas
04.2013 - 05.2014
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Reviewed account and service histories to identify trends and resolve issues.
- Processed customer account changes with proprietary software.
- Maximized customer satisfaction by handling customer email and telephone interactions.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Consulted with customers regarding needs and addressed concerns.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Audited customer account information to identify issues and develop solutions.
- Performed needs analysis and presented options based on findings to help customers make decisions.
- Educated customers on special pricing opportunities and company offerings.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Made outbound calls to obtain account information.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Answered inbound calls, chats and emails to facilitate customer service.
- Set up and activated customer accounts.
- Consulted with customers to resolve service and billing issues.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Improved customer service wait times to mitigate complaints.
- Developed strong customer relationships to encourage repeat business.
Assistant Retail Store Manager
Goodwill Industries
Education
GED -
Amarillo High School
Amarillo, TX01-2005
GED -
Amarillo College
Amarillo, TXSkills
- Project Management
- Workflow Management
- Audit Support
- Account Management
- Regulatory Compliance
- Training and mentoring
- Talent Development
- Call Monitoring
- One Call Resolution
- Service Delivery Optimization
- Handling Escalations
- Report Preparation
- Quality Assurance
- Complaint resolution
- Call Center Operations
- Information Security
- Time Management
- Research ability
- MS Office
- Account Authorizations
- Positive and Constructive Feedback
- Performance Evaluations
- Industry Trends
- Verbal and Written Communication
- Customer Service
- Client relations and retention
- Purchasing and procurement
- Employee Scheduling
- Skilled multi-tasker
- Management of remote employees
- Deadline-oriented
- Training and coaching
- Customer Relationship Management (CRM)
- Problem-Solving
- Staff Management
- Excellent time management skills
- Relationship Building
- Account Updates
- QA
- Cross-Functional Collaboration
- Staff Training
- Talent Allocation
- Research and due diligence
- Personnel training and development
- Superior computer skills
- Conflict resolution techniques
- Customer Retention
- Customer-focused
- [Software] proficiency or [Type] software proficiency
- Persuasive
- Continuous Improvement
- Schedule Management
- Coordinating Service Initiatives
- Work Prioritization
- Product Knowledge
Timeline
Assistant Retail Store Manager
Goodwill Industries
10.2024 - Current
Customer Service Manager
AIG Retirement Services
05.2019 - 09.2023
Operations Manager
Sitel
02.2018 - 05.2019
Customer Service Manager
Sitel
04.2014 - 01.2018
Customer Service Professional
Sitel
04.2013 - 05.2014
GED -
Amarillo High School
GED -
Amarillo College
Assistant Retail Store Manager
Goodwill Industries