Britany Mcrae
United States
Summary
Dedicated and versatile professional with a strong background in customer service, management, data entry, esthetics and makeup artistry. Highly skilled in multitasking, maintaining accuracy, and managing high volumes of data with speed and efficiency. Recognized for strong attention to detail, exceptional typing abilities, and effective communication. Proven ability to enhance client satisfaction, streamline operations, and deliver high-quality results across diverse tasks.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Team Lead
Alight, Randstad
10.2022 - 12.2023
- Administrative duties, including but not limited to payroll, documenting and reporting on agent performance, and attendance.
- Administer HR policies and evaluate performance management of CCRs.
- Support virtual classroom training, addressing any performance concerns with CCRs.
- Execute weekly call evaluations for direct reporting CCRs, including side by side and impromptu coaching (including silent).
- Drive individual metrics of CCRs on team, including phone metrics, schedules, quality, and case management routines.
- Execute the coaching and development of CCRs daily and action any Improvement Plan (IP).
- Review daily, weekly, and monthly statistics for the aligned team and provide status reports for all project areas.
- Increase CCR retention through action (visible, available, consistent leadership and coaching, team engagement activities, incentives).
- Attend weekly client team meetings (team meetings, quality calibrations, and operational health meetings) through conference bridge, video conference, or in-person where applicable.
- Identify training needs for team and report trends to Customer Care Client Managers.
- Time and attendance management of all associates on team by tracking CCRs' absences and tardy days, and communicate to Customer Care Client Managers when needed.
- Partner with the Customer Care Client Managers to improve the quality of the Customer Care team, with a focus on quality and individual colleague development.
- Provide timely completion of timesheets to meet payroll and billing deadlines.
Digital Sales and Service Chat Representative
Sleep Number
02.2022 - 05.2023
- Demonstrated excellent communication skills when interacting with customers via email and chat support channels.
- Assisted customers with troubleshooting hardware and software issues via email or chat support.
- Demonstrated empathy towards customers while resolving their issues or answering questions via online chat support system.
- Provided customers with product information and answered inquiries about services.
- Resolved customer complaints in a professional manner.
- Maintained an up-to-date knowledge of company products and services offerings.
- Tracked daily metrics including number of chats handled, average response time and resolution rate.
- Collaborated with other departments such as marketing and IT to resolve issues quickly.
- Participated in team meetings to discuss challenges related to sales chat operations.
- Explained new products and services to customers.
Financial Processor
Vanguard
02.2019 - 09.2022
- Develops knowledge and proficiency in establishing and processing existing client transaction requests.
- Reviews transactions for accuracy, completeness, and adherence to all internal and external regulations.
- Partners with tenured associates to ensure timely completion of all client requests with minimal rework required.
- Develops proficiency in corresponding with clients, both orally and in written format, to clarify incomplete or invalid paperwork.
- Develops knowledge to comply with all Securities and Exchange Commission (SEC) and internal policies regarding client contact.
Data Entry (Order Management)
Godiva
11.2017 - 02.2019
- Insert customer and account data by inputting text-based and numerical information from source documents within time limits.
- Compile, verify the accuracy, and sort information according to priorities to prepare source data for computer entry.
- Review data for deficiencies or errors, correct any incompatibilities if possible, and check the output.
- Comply with data integrity and security policies.
- Oversee and ensure that all calendar deadlines are met as they relate to color, size breaks, and UPC.
- Manage and guarantee accuracy of all changes made to POs.
- Work with production to distribute weekly Purchase Order Change Notices, and ensure they're completed in a timely manner.
- Work with our Merchandising team to ensure that styles are created in line with company deadlines.
Customer Service Manager
Amazon
09.2015 - 11.2017
- Provides monthly performance feedback to CSRs in order to address performance gaps and manage performance improvement.
- Through strategic management and measurement of team performance, develop, plan, and execute departmental improvements while simplifying processes.
- Works with managers and supervisors to provide a work environment and culture that promotes customer service, staff development, and achievement.
- Manage the operational activities of the contact center, including quality service, workflow, workforce optimization, and cost management.
- Work with peers in a team setting to develop and implement improvement suggestions, policies, work forecasting, and staff scheduling.
- Maintain team's call quality standards, providing feedback and developing performance development plans.
- Ran payroll for over 20+ onboarding and tenured employees to ensure accurate pay and reconciliation of hours worked.
Data Entry Clerk
Brittain Hotel & Resorts
06.2012 - 09.2015
- Entered new invoices into the system.
- Transferred data from paper formats into computer files or database systems using keyboards, data recorders, and optical scanners.
- Worked closely with internal departments to resolve all payment issues.
- Collected all appropriate fees from clients.
- Created spreadsheets to track data entries.
- Assisted colleagues with resolving any issues related to data entry operations.
- Verified accuracy and completeness of data entry into the database system.
Education
Bachelor of Arts - Digital Photography
Southern New Hampshire University
11.2024
Certifcation - Esthetics Licensure Course
Southeastern Esthetics Institute
Columbia06-2024
Skills
- Leadership
- Training and coaching
- Management of remote employees
- Adherence to high customer service standards
- Grammar and punctuation expertise
- Spreadsheet management
- Meticulous attention to detail
- Multitasking Abilities
- Data transcription
- Verifying data accuracy
- Typing 90 WPM
- Digital support
- Remote chat support
- Technical support expertise
- Esthetics
- Guest services expertise
Certification
- Esethetis Licensure Course
References
References available upon request.
Timeline
Team Lead
Alight, Randstad
10.2022 - 12.2023
Digital Sales and Service Chat Representative
Sleep Number
02.2022 - 05.2023
Financial Processor
Vanguard
02.2019 - 09.2022
Data Entry (Order Management)
Godiva
11.2017 - 02.2019
Customer Service Manager
Amazon
09.2015 - 11.2017
Data Entry Clerk
Brittain Hotel & Resorts
06.2012 - 09.2015
- Esethetis Licensure Course
Bachelor of Arts - Digital Photography
Southern New Hampshire University
Certifcation - Esthetics Licensure Course
Southeastern Esthetics Institute
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