Brianna Tapia

• Reviewed resumes, conducted phone screenings, and interviewed candidates.
• Organized training sessions for new hires in order to familiarize them with the company's products and services.
• Developed policies and procedures to enhance departmental efficiency.
• Resolved customer inquiries and complaints requiring management-level escalation.
• Facilitated communication between departments to support collaborative problem-solving efforts.
• Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
• Guided employees to appropriate resources for assistance when needed.
• Coached, mentored and trained team members in order to improve their job performance.
• Conducted performance reviews for team members.
• Approved employee time cards via ADP Workforce for payroll accuracy.
• Utilized reporting to keep management informed of KPIs and metrics.
• Analyzed metrics to set targets for improved service levels and agent occupancy.
• Reviewed completed work to verify consistency, quality, and conformance.

• Interviewed prospective employees and provided input to HR on hiring decisions.
• Trained new staff members on customer service processes and procedures.
• Provided leadership through task delegation and coaching to enhance team performance.
• Monitored staff performance, addressing issues promptly to maintain productivity.
• Coordinated with cross-functional teams to resolve client issues efficiently.
• Resolved customer complaints swiftly, preserving positive brand image.
• Oversaw account management for key dental practice clients.
• Handled escalations efficiently to ensure timely resolutions for clients.
• Facilitated private discussions to resolve office conflicts collaboratively.
• De-escalated upset clients by focusing on actionable solutions.
• Communicated professionally with team and departments to strengthen relationships.
• Managed multitasking effectively by balancing calls, assisting representatives, and responding to emails.

• Managed completion of 50 weekly escalations, ensuring prompt resolution for representatives.
• Provided technical assistance to clients regarding product usage and troubleshooting.
• Provided support to Tier 1 representatives on escalated issues, delivering clear updates and resolutions.
• Researched and tested resolutions to supply accurate information to representatives for client advisement.
• Prioritized tasks effectively, balancing incoming calls, representative assistance, and escalation management.
• Maintained accurate records of client interactions using CRM software systems.
• Monitored trends in representative issues to facilitate quicker resolution of recurring problems.
• Trained new staff members on company policies, procedures, products and services.

• Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
• Handled 30 to 40 calls daily while maintaining high service standards.
• Executed multitasking by addressing calls, documenting issues, and assisting on LiveChat.
• Assisted in onboarding new clients, including setting up accounts and providing training on product usage.
• Resolved complex customer queries quickly and efficiently while maintaining a positive attitude throughout the process.
• Established rapport with customers to foster trust and loyalty.
• Evaluated client situations to determine optimal solutions and provide necessary software guidance.
• Worked closely with other departments to ensure timely resolution of escalated client issues.
• Documented customer correspondence in CRM to track requests, problems, and solutions.
• Assisted representatives by sharing insights and strategies for improved customer interaction.

• Maintained comprehensive knowledge of Starbucks regulations, drink offerings, and policies.
• Cultivated strong customer relationships, fostering loyalty and increasing sales through upselling.
• Boosted customer satisfaction levels by going extra mile to personalize service for each customer.
• Assisted customers with menu selections and provided product recommendations.
• Trained new staff members on operating espresso machines, frothing milk, making specialty drinks and following proper safety procedures.
• Developed and managed staff schedules to optimize workforce efficiency.
• Monitored expiration dates on food products to ensure quality control measures were met.
• Conducted regular inventories to ensure adequate stock levels were maintained at all times.
• Placed orders for new inventory from vendors based on sales trends or customer demand.
• Ensured adherence to health regulations, company policies, and Starbucks standards for customer service.
• Operated cash registers, handling cash, credit, and debit transactions accurately.
• Set up promotional displays to enhance customer engagement.

• Customer service
• Cash handling
• Speed and accuracy of orders both in lobby and drive-thru
• Maintain product inventory
• Abide by health regulations and company policies