Summary
Overview
Work History
Education
Skills
Timeline
Barista
Brianna Lundy

Brianna Lundy

Manchester,CT

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

4
4
years of professional experience

Work History

Scheduling Coordinator

Elder Crew
03.2022 - Current
  • Scheduling homecare and facility shifts for CNA, LPN, RN
  • Managed over 50 employee calls per day
  • Communicating with clients from beginning to end, in regards to scheduled shifts, no-shows, late arrivals, cancellations, etc
  • Ensuring proper billing and pay rates between both client and caregiver
  • Created pathway for employee retention and engagement
  • Gathered employee data to develop monthly work schedules, enabling proper staffing for each shift.
  • Worked with managers and supervisors to plan and coordinate facility schedules.
  • Communicated scheduling changes to staff members, implementing proof-of-receipt to reduce errors.
  • Managed daily scheduling conflicts to reduce operational backlogs and support full shift coverage.

Client Contact Center Supervisor

Massage Envy
08.2021 - 03.2022
  • Demonstrated professional and polished demeanor with positive, upbeat and friendly personality and supported calling work during times of peak contact volume.
  • Led daily team meetings to review performance, set targets and motivate staff.
  • Directed, guided, coached and mentored team of 8 agents and surpassed individual and corporate goals.
  • Improved average hold times, resolution rates and satisfaction scores through staff development.
  • Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
  • Organizing and improving information flow between 3 different clinics
  • Collected and analyzed call center statistics and customer service metrics.

Lead Call Center Representative

Massage Envy
06.2021 - 08.2021
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Scheduling appointments to bring in revenue across 3 clinics
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Approved and terminated customer contracts upon request.
  • Processed debit and credit card and electronic check payments.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Provide excellent service
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Manage social media for all 3 clinics under franchisee owner

Front Desk Assistant/Receptionist

Massage Envy
07.2020 - 08.2021
  • Greeted over 45 visitors and customers per day, offered assistance, and answered questions to build rapport and retention.
  • Maintained clean and organized front desk areas to uphold polished company image.
  • Received, screened and routed incoming calls.
  • Handled payment and bill processing, change giving and payment collecting for guests.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Made appointments over phone, in person, and via computer for guests and provided confirmation information.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Sorted, opened, and routed mail and deliveries to meet business requirements.

Education

High School Diploma -

Independence High School
07.2015

Skills

  • Microsoft Office
  • Customer Service
  • Google Suite
  • Social Media Management
  • Administrative Experience
  • Team Management
  • Multi-line phone systems
  • Adobe Acrobat
  • Filing & Organization
  • Creating schedules
  • Customer Focus & Orientation
  • Office Management
  • Conflict Resolution
  • Staff Management
  • Documentation Skills
  • Organizational Skills
  • Office Administration

Timeline

Scheduling Coordinator

Elder Crew
03.2022 - Current

Client Contact Center Supervisor

Massage Envy
08.2021 - 03.2022

Lead Call Center Representative

Massage Envy
06.2021 - 08.2021

Front Desk Assistant/Receptionist

Massage Envy
07.2020 - 08.2021

High School Diploma -

Independence High School

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Brianna Lundy