Brielle Joyce
Aberdeen,WA
Summary
Experienced Leader bringing over 20 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
6
6
years of professional experience
Work History
Customer Care Supervisor
ContinuumGlobal
08.2021 - Current
- Supported site with commitment to teamwork
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Established performance and service goals and held associates accountable for individual performance.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Customer Care Training Specialist
ContinuumGlobal
09.2019 - 08.2021
- Assisted in training new employees and participated in cross-training with other departments.
- Handled headcount of 20-30 new trainees per class
- Oversaw orientation and training of new staff both on site and virtually
- Implemented customer care policies, procedures and regulations necessary to satisfy customer base
- Provided new agents with detailed information on company products, services and materials.
- Demonstrated respect, friendliness and willingness to help wherever needed
Customer Service Representative & Team Lead
Conduent
02.2017 - 08.2019
- Delivered prompt service to prioritize customer needs.
- Actively listened to customers, handled concerns quickly and handled escalations for agents in training
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
Education
Some College (No Degree) - Digital Communications And Media
San Francisco Art Institute
San Francisco, CASkills
- Data Tracking
- Employee Development
- Performance Improvement
- Employee Performance Reviews
- Agent Support
- Policy Implementation
- Escalation Support
- Call Center Processes
- Corrective Actions
- Motivational Leadership
Timeline
Customer Care Supervisor
ContinuumGlobal
08.2021 - Current
Customer Care Training Specialist
ContinuumGlobal
09.2019 - 08.2021
Customer Service Representative & Team Lead
Conduent
02.2017 - 08.2019
Some College (No Degree) - Digital Communications And Media
San Francisco Art Institute
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