- I enjoy sketching and drawing, which helps improve my creativity and attention to detail
- Music
- Crafting and DIY Projects
- Drawing and Painting
- Creating digital artwork using software like Photoshop, Illustrator, or Procreate
- Fashion
- Creative Writing
- Tech enthusiast, passionate about exploring the latest advancements and innovations
- Web Development and Design
- Virtual Reality
- Augmented Reality (AR) Development
- Video Gaming
- Design and Build Websites
- Artificial Intelligence (AI) and Machine Learning
- Cooking
- Enjoying the art of baking and pastry-making, experimenting with recipes
- Learning new cooking techniques and expanding my culinary skills
- I like trying new recipes and food trends
- I enjoy cooking for friends and family gatherings
- Cake Decorating
- Enjoy experimenting with different ingredients and flavors in the kitchen
Brianna McCrary
MI
Summary
Dynamic professional with a strong work ethic and exceptional problem-solving skills, honed at TikTok. Proven ability to enhance customer satisfaction through effective communication and IT troubleshooting. Adept at multitasking and maintaining confidentiality, consistently delivering quality results while managing complex schedules and supporting team success. Committed to fostering positive relationships and continuous improvement.
Internet-savvy with in-depth knowledge and understanding of Facebook, Twitter, Instagram, TikTok and YouTube with proven commitment to producing results. Increases brand perception through building and maintaining best-in-class influencer strategies and programming. Connects with consumers worldwide to drive positive brand perception and lead purchases.
Overview
21
21
years of professional experience
1
1
Certificate
Work History
TikTok
User Support
09.2021 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Learned and adapted quickly to new technology and software applications.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Managed time efficiently in order to complete all tasks within deadlines.
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Strengthened communication skills through regular interactions with others.
- Paid attention to detail while completing assignments.
- Organized and detail-oriented with a strong work ethic.
- Passionate about learning and committed to continual improvement.
Personal Assistant
Private Client
01.2012 - 11.2021
- Maintained appropriate filing of personal and professional documentation.
- Oversaw personal and professional calendars and coordinated appointments for future events.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Improved time management of the executive through effective prioritization and organization of tasks.
- Maintained confidentiality and discretion while handling sensitive information relevant to company operations.
- Displayed absolute discretion at handling confidential information.
- Aided executive in personal tasks such as scheduling appointments or running errands when needed.
- Served as first point of contact for incoming visitors or phone calls, ensuring prompt responses or directing inquiries appropriately.
- Used discretion when handling confidential information.
- Coordinated events and functions with attention to detail ensuring successful execution.
- Provided multifaceted services to career professionals by running errands, managing mail, scheduling appointments, and arranging transportation.
- Kept detailed track of household and maintenance inventory and schedules.
- Contributed to a positive work environment through professional demeanor and strong interpersonal skills.
- Facilitated smooth office operations by managing supplies inventory and overseeing maintenance requests.
- Supported executive in achieving goals by proactively anticipating needs and addressing concerns promptly.
- Provided research assistance on various projects, leading to informed decisions based on accurate information.
- Enhanced executive productivity by managing complex calendars and scheduling high-level meetings.
- Enhanced client satisfaction, meticulously arranged client meetings and followed up on action items.
- Monitored expenses closely, maintaining an organized filing system for easy access to financial records.
Customer Service Supervisor
Conduent Call Center
07.2016 - 07.2021
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached over 50 employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Researched and corrected customer concerns to promote company loyalty.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Created customer support strategies to increase customer retention.
- Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Created, prepared, and delivered reports to various departments.
- Monitored call center data to assess trends, proactively implementing solutions for identified issues.
- Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
- Fostered strong relationships with key accounts by providing personalized care and attention in managing their concerns.
- Facilitated cross-functional initiatives between teams for improved coordination in addressing complex customer needs.
- Facilitated team meetings to discuss performance metrics and areas for improvement.
- Enhanced team morale and productivity by implementing regular feedback sessions and recognition programs.
- Implemented customer feedback surveys to gather insights, leading to strategic improvements.
- Initiated mentorship program, pairing new employees with experienced mentors for accelerated learning.
- Streamlined workflow by introducing efficient ticketing system for customer queries.
- Achieved significant improvement in team performance through targeted coaching and development plans.
Technical Support Advisor
Minacs North America
04.2015 - 05.2016
- Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails.
- Led training efforts to empower personnel to resolve technical issues without submitting support tickets, reducing service calls by [Number]%.
- Streamlined support ticket handling process for faster response times and higher customer satisfaction levels.
- Maintained confidentiality when dealing with sensitive customer data, adhering strictly to company policies regarding privacy protection.
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Improved overall user experience by providing personalized assistance based on individual client needs.
- Reviewed technical guidelines to verify compliance with information security standards and best practices.
- Resolved program-level dependencies at risk of reducing efficiency by bottlenecking ongoing efforts.
- Fostered positive relationships with clients through clear communication, active listening, and following up on resolved issues.
- Continuously sought opportunities to enhance personal knowledge and skills through attending industry conferences, webinars, and ongoing training sessions.
- Improved first-call resolution rates by developing comprehensive troubleshooting guides and knowledge base articles.
- Tailored technical explanations according to each client''s level of expertise, ensuring clarity and understanding.
Customer Service Cashier
Walmart
03.2011 - 07.2014
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
- Met customer service goals and exceeded customer expectations.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
- Counted money in drawers at beginning and end of each shift.
- Promoted a positive shopping experience by greeting customers warmly upon entry and providing assistance as needed.
- Developed and managed relationships with customers to increase customer loyalty.
- Enhanced customer satisfaction by efficiently handling transactions and addressing inquiries.
- Answered product questions using knowledge of sales and store promotions.
- Assisted in training new employees, ensuring they were knowledgeable about company policies and procedures.
- Provided support to fellow cashiers by stepping in during breaks or assisting with complex transactions as needed.
- Managed cash register operations accurately, reducing the risk of shortages or overages in daily reconciliations.
- Handled sensitive information securely while processing payments through various methods including cash, credit cards, and gift cards.
- Processed returns and exchanges with care, adhering to store policies while prioritizing customer satisfaction.
Shift Manager
McDonald's
01.2004 - 07.2010
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Trained and mentored new employees to maximize team performance.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Promoted a positive work environment through open communication and constructive feedback.
- Kept employees operating productively and working on task to meet business and customer needs.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Coached crew members to optimize performance and motivate toward more efficient work.
- Excelled in every store position and regularly backed up front-line staff.
Customer Service Cashier
Kmart, Sears Holding
01.2006 - 07.2008
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
- Met customer service goals and exceeded customer expectations.
- Resolved customer complaints and maintained clean and tidy checkout area.
Education
Associate of Arts - Information And Communication Technology
University of Phoenix
Tempe, AZ01-2017
High School Diploma -
Mumford High
Detroit, MI06-2007
Skills
- Task prioritization
- Effective multitasking
- Continuous performance evaluation
- Effective verbal communication
- Creative problem-solving
- Proficient problem solver
- Meticulous attention to detail
- Collaborative team member
- Dedication to quality standards
- Problem-solving resourcefulness
- Maintaining confidentiality
- Technical issue resolution
- Analytical problem-solving
- User support services
- System software updates
- Compliance with company policies
Accomplishments
- Developed inventory tracking spreadsheets using Microsoft Excel to streamline processes.
- Exceeded productivity goals by completing 2,225 cases, achieving 80% accuracy, and surpassing the target with 118% productivity.
- Maintained an impressive average AHT of 3.96 minutes, well below the goal of 15 minutes for my queues.
- Achieved a QA score of 98%, exceeding the target of 95%.
- Organized and compiled weekly queue updates for our team's newsletter.
- Provided support to new hires by answering questions in the Q&A chat.
- Actively contributed to clearing the queue on over 20 occasions.
- Completed ID verification training successfully.
- Offered one-on-one assistance to associates, ensuring clarity on standard operating procedures.
- Assisted in training new associates on posting and compiling queue updates for our weekly newsletter.
- Certified in Microsoft Applications and Apple Applications & Products, demonstrating proficiency in both ecosystems.
Certification
- Apple Certified Support Professional (ACSP): A certification for IT professionals who support and troubleshoot Apple hardware and software.
- Microsoft Office Specialist (MOS): Certification for proficiency in Microsoft Office applications, including Excel, Word, and PowerPoint.
Interests
Timeline
TikTok
User Support
09.2021 - Current
Customer Service Supervisor
Conduent Call Center
07.2016 - 07.2021
Technical Support Advisor
Minacs North America
04.2015 - 05.2016
Personal Assistant
Private Client
01.2012 - 11.2021
Customer Service Cashier
Walmart
03.2011 - 07.2014
Customer Service Cashier
Kmart, Sears Holding
01.2006 - 07.2008
Shift Manager
McDonald's
01.2004 - 07.2010
Associate of Arts - Information And Communication Technology
University of Phoenix
High School Diploma -
Mumford High
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