Brielle Jamar
Nashville ,TN
Summary
Customer Experience leader with 6+ years of progressive experience in people leadership and high-volume customer operations. Data-driven and empathetic leader with expertise in coaching, performance management, process improvement, and quality assurance. Proven track record of developing high-performing teams and improving operational consistency.
Overview
6
6
years of professional experience
Work History
Customer Experience Supervisor
Warby Parker
Nashville, TN
03.2021 - 06.2025
- Led and developed an evolving team of 20+ customer experience professionals across Nashville, New York, and Las Vegas in remote, hybrid, and in-office environments, providing weekly 1:1 coaching, performance feedback, career development, and daily operational leadership.
- Trained and developed newly promoted Supervisors and provided ongoing coaching and mentorship to tenured Supervisors, strengthening leadership effectiveness across the CX organization.
- Coached employees toward individualized development goals, successfully supporting team members in earning promotions and advancing within the CX organization, while also interviewing Advisor candidates for open roles.
- Managed employee performance through monthly reviews, improvement plans, targeted coaching, and tailored development strategies, fostering accountability and growth.
- Partnered directly with Legal to manage sensitive SCI cases and complex customer escalations, navigating HIPAA-compliant interactions with discretion, empathy and sound judgment.
- Analyzed SLA performance and team KPIs using Looker and Gladly reporting, identifying trends to inform coaching priorities and implement process improvements in collaboration with senior leadership.
- Managed day-to-day people operations including attendance, PTO/time-off approvals, timekeeping and payroll
- Owned and developed training and skill-level promotion materials across CX career levels, creating standardized resources used for employee development and advancement.
- Managed daily CX-wide communications regarding retail store closures and operational disruptions, coordinating information between retail and CX to ensure front line teams received timely accurate updates.
Customer Experience Support Lead
Warby Parker
Nashville, Tennessee
01.2021 - 03.2021
- Managed monthly quality assurance scoring across phone, messaging, and email channels, assessing customer interactions against established standards and providing targeted coaching to enhance customer experience.
- Partnered with senior leadership to develop QA standards and scoring methodology, establishing consistent evaluation criteria for customer interactions across channels.
Customer Experience Advisor Level III
Warby Parker
Nashville, Tennessee
07.2020 - 01.2021
- Out-of-range Prescription Specialist
- Diagnosed complex prescription-specific cases using Google Sheets and order data, addressing issues related to lab capabilities, inventory, lens type, frame compatibility, and prescription parameters.
- Collaborated with lab teams to reroute eligible orders and facilitated frame or lens changes for customers based on prescription constraints.
Customer Experience Advisor Level II
Warby Parker
Nashville, Tennessee
01.2020 - 07.2020
- Lab Outreach Expert
- Insurance Expert
- Investigated order-allocation and fulfillment issues, collaborating with lab teams to resolve routing, inventory, and production barriers, ensuring timely customer order processing.
- Served as insurance subject matter expert, addressing complex customer inquiries and troubleshooting coverage, benefits, and order-related insurance issues to enhance customer satisfaction.
Customer Experience Advisor Level I
Warby Parker
Nashville, Tennessee
08.2019 - 01.2020
- Delivered exceptional customer service via phone, email, and messaging throughout order journey, guiding customers on styling, product selection, Home-Try-On, prescription requirements, insurance, and order placement.
- Resolved escalated and emotionally charged customer interactions through active listening, clear communication, and solution oriented support.
Education
Bachelor of Science - Psychology
Middle Tennessee State University
Murfreesboro, TN12-2017
Skills
- KPI & SLA Analysis
- Quality Assurance
- HIPAA-Compliant Customer Support
- People Leadership
- Performance Management
- Employee Coaching & Development
- Cross- Functional Leadership
- Training & Enablement
- Looker
- Gladly
- Jira
- Google Sheets
Timeline
Customer Experience Supervisor
Warby Parker
03.2021 - 06.2025
Customer Experience Support Lead
Warby Parker
01.2021 - 03.2021
Customer Experience Advisor Level III
Warby Parker
07.2020 - 01.2021
Customer Experience Advisor Level II
Warby Parker
01.2020 - 07.2020
Customer Experience Advisor Level I
Warby Parker
08.2019 - 01.2020
Bachelor of Science - Psychology
Middle Tennessee State University