Brianna Fiumefreddo
Tampa,FL
Summary
Customer Experience and Operations Leader with 10+ years improving large-scale service operations and modernizing digital support. Skilled in diagnosing performance gaps, designing user-centered solutions, and leading teams through high-impact transformations. Known for leveraging analytics and emerging technologies to elevate service quality, reduce cost-to-serve, and drive measurable improvements in customer satisfaction.
Overview
11
11
years of professional experience
Work History
Tech Operations Senior Manager
PwC
01.2021 - Current
- Provide strategic leadership for the Americas IT support organization, spanning service desk, case management, incident operations, knowledge management, and user experience, with accountability for 300+ supplier staff, 11 FTEs, and 8 nearshore resources.
- Oversaw multiple technology products and service capabilities across the firm’s global IT support ecosystem, including chat, quality, and user-testing programs serving 100K+ end users.
- Led the firmwide transition to Genesys Web Messaging as part of an omnichannel modernization effort; defining requirements, guiding UAT and deployment, and achieving a fivefold increase in digital self-service while supporting 40K+ automated interactions per month.
- Developed and led a scalable quality and sentiment-driven customer recovery program for 250+ vendor agents, improving service consistency and lifting VSAT from 95% to 98% across ~1,700 monthly surveys; driving meaningful improvements in customer satisfaction and experience quality.
- Oversaw knowledge management strategy for the Americas, improving taxonomy, self-service usability, and content quality; led the global launch of a ServiceNow add-on (Amaze) that modernized all 2,000+ end-user articles with visual enhancements across a 4,000-KB library.
- Implemented and leads a x-LoS user testing program with 200+ PwC volunteers to gather end-user feedback, capture voice-of-customer insights, and evaluate new technologies pre-deployment
People Ops Delivery Manager
PwC
05.2018 - 12.2020
- Led day-to-day operations and strategic initiatives for a high-volume contact center, managing multiple offshore vendor teams to ensure consistent service delivery, quality, and customer satisfaction.
- Drove continuous improvement across teams by standardizing workflows, reinforcing quality standards, and establishing clear performance expectations aligned to SLAs and CX goals.
- Led operational readiness during major system and service transitions; including Workday, payroll, and process migrations, ensuring offshore advisors were trained, aligned, and equipped to support users on day one.
- Designed and executed People Ops’ continuous improvement strategy, optimizing 10% of the work portfolio by building a standardized framework cataloging 2K+ processes across six functions to enhance ownership, reporting, and scalability.
- Maintained performance governance through cadence calls, KPI reviews, staffing assessments, and quality alignment with vendor leadership.
People Ops Standards & Process Senior Associate
PwC
02.2016 - 05.2018
- Designed training programs to onboard new HR support agents and improve performance.
- Developed and executed a comprehensive 12-week training and transition program for offshore support in the Philippines, training 30+ agents, 5 supervisors, and 2 managers while providing 9 weeks of on-site leadership to ensure smooth knowledge transfer and business continuity.
- Responsible for testing and organizing efforts to implement new technology such as Callback assist, IVR changes, and chat services
- Developed a Customer Dissatisfaction Remediation process to repair/rectify dissatisfactory service and maintain trust in the brand of the department
- Reviewed voice of the customer analytics to identify and implement process improvements to enhance the customer experience
People Ops Contact Center Specialist
PwC
01.2015 - 02.2016
- Virtually supported internal US staff, Partners and the HC Community with policy/procedure inquiries using numerous avenues of communication such as phones, self-service tickets, and chat
- Shared best practices with peers to enable success within the team
- Contributed to the launch of Chat support for HR by participating as a pilot member, testing, and sharing relevant feedback to ensure a seamless launch
- Supported the Talent Exchange launch by serving as the contact center SME; participating in UAT, identifying key defects, preparing end-user support scenarios, and creating knowledge and training materials to stand up a dedicated support team.
Education
B.S. - Criminology
Florida State University
Tallahassee, Florida12.2014
Skills
- Stakeholder collaboration
- Process optimization
- Data-informed strategy development
- Continuous improvement
- Cross-functional team leadership
- Program management
- User acceptance testing
- Agile collaboration
- Vendor management
Timeline
Tech Operations Senior Manager
PwC
01.2021 - Current
People Ops Delivery Manager
PwC
05.2018 - 12.2020
People Ops Standards & Process Senior Associate
PwC
02.2016 - 05.2018
People Ops Contact Center Specialist
PwC
01.2015 - 02.2016
B.S. - Criminology
Florida State University