Brianna Byron
Orlando,FL
Summary
Dynamic leader with a proven track record at TTEC, enhancing operational efficiency and customer satisfaction. Excelled in staff management and problem-solving, significantly improving performance metrics and client retention. Skilled in MS Office and team leadership, adept at fostering employee relations and executing strategic plans. Achievements include streamlining processes and mentoring teams for peak performance. Offering positive attitude and strong desire to learn and grow in customer service environment. Delivers ability to quickly grasp new concepts and apply problem-solving skills effectively. Ready to use and develop customer service and communication skills in any customer service roles. Proficient in software's such as: Workday, ADP, PeopleMatter, PeopleSoft, ICON, Oracle, Jabber, Paylocity, UKG , and many more programs used in my previous roles.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Operations Manager
TTEC
08.2023 - 12.2024
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Developed and maintained relationships with external vendors and suppliers.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Analyzed and reported on key performance metrics to senior management.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Customer Service Manager
TTEC
06.2021 - 08.2023
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Took ownership of customer issues and followed problems through to resolution.
- Managed over 30 customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Kept accurate records to document customer service actions and discussions.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
Licensed Health Insurance Agent (Supervisor)
TTEC
05.2019 - 06.2021
- Managed escalations effectively, resolving complex issues quickly while maintaining high levels of professionalism and empathy towards customers.
- Implemented quality assurance measures, leading to an increase in first-call resolution rates and overall customer satisfaction scores.
- Collaborated with other departments to develop cross-functional initiatives that enhanced the overall customer experience.
- Coached and mentored agents for increased performance, resulting in higher customer service ratings.
- Analyzed call center metrics to identify areas of improvement and implemented targeted action plans for each issue.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Enhanced knowledge sharing among team members through weekly meetings that included collaborative problem-solving exercises.
- Conducted regular performance evaluations for team members, offering constructive feedback for continuous improvement in their roles.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
Licensed Health Insurance Agent
TTEC
01.2019 - 05.2019
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
- Assisted clients in understanding complex insurance policies, ensuring they made informed decisions when selecting coverage options.
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Educated prospective clients on the benefits of various health insurance options, effectively matching them with suitable plans that met their unique needs.
- Increased client satisfaction by efficiently addressing their insurance needs and providing personalized solutions.
- Maintained up-to-date knowledge of industry trends and regulatory changes, providing accurate advice to clients and staying ahead of competitors.
Human Resources Assistant
AECOM
01.2018 - 12.2018
- Efficiently managed personnel files, maintaining confidentiality while keeping records up-to-date and organized.
- Responded to employee inquiries regarding benefits and other HR topics.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
Education
Associate of Science - Business Administration
Mid Florida
Orlando, FL05-2018
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Decision-making
- Employee relations and conflict resolution
- Planning and implementation
- Staff training
- Staff management
- Goal setting
- MS office
- Maintaining compliance
- Escalation handling
- Call monitoring
- Policy enforcement
- Proficient customer service
- Time management
- Task delegation
- Documentation and reporting
- Critical thinking
- Operating system expertise
Certification
- · Licensed Health And Life Insurance Agent -04/2019 to current
- Associates in Business Management and Marketing
- Microsoft Office Specialist (MOS) - Microsoft.
Timeline
Operations Manager
TTEC
08.2023 - 12.2024
Customer Service Manager
TTEC
06.2021 - 08.2023
Licensed Health Insurance Agent (Supervisor)
TTEC
05.2019 - 06.2021
Licensed Health Insurance Agent
TTEC
01.2019 - 05.2019
Human Resources Assistant
AECOM
01.2018 - 12.2018
Associate of Science - Business Administration
Mid Florida
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