Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Timeline
Generic

Brittany Dunn

Independence

Summary

Customer Experience Leader | 20+ Years Across Healthcare, Beauty, SaaS, & Hospitality
Versatile and empathetic customer service professional with deep expertise in multi-channel support, remote team leadership, and escalated issue resolution. Known for turning challenges into customer loyalty, building strong team cultures, and thriving in fast-paced, ever-evolving environments.

Overview

15
15
years of professional experience

Work History

Head of Customer Service

It's a 10 Haircare
02.2019 - Current
  • Manage and train customer service team and call center team.
  • Perform Quality Assurance checks on phone calls and emails.
  • Handle escalated calls, emails, and work with legal team to respond to BBB complaints, and other escalated inquiries.
  • Submit reports to fulfillment team regarding damaged and lost orders for reimbursement.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.

Customer Support Team

Alltrue
09.2018 - 04.2023
  • Respond to customer emails to provide information regarding account status, shipment status, cancellations, refunds, and replacements.
  • Assist with escalated tickets and provide feedback and notes for responding team to handle.
  • Work with management and Operations team on various reports.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • 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.

Nursing Staffing Coordinator

Indiana University Health
08.2010 - 09.2014
  • Act as liaison between Charge Nurses, Hospital Administrators and hospital staff to ensure staffing needs are met between Riley Children’s Hospital, Methodist Hospital, University Hospital, Clarian North Hospital, Ball Hospital, Arnett Hospital, Indiana University West Hospital.
  • Create and update scheduled shifts in OneStaff.
  • Make outbound calls as necessary when extra help is needed in the units.
  • Update and create reports to reflect hospitals’ census requests and filled shifts.
  • Conduct daily staffing meetings between Charge Nurses and Hospital Administration to assign adequate coverage on all units.
  • Auditing of Payroll information for all Resource Staff.
  • Complete all timecard corrections in Kronos for staff members to be reflected during the pay-period.


Education

Bachelors - Child Education

Miami University
Oxford, OH

Skills

  • HIPAA compliance
  • Staff coordination
  • Teamwork and collaboration
  • Problem-solving
  • Adaptability and flexibility
  • Customer service
  • Decision-making

Hobbies and Interests

Drawing, writing, designing, reading, researching

Timeline

Head of Customer Service

It's a 10 Haircare
02.2019 - Current

Customer Support Team

Alltrue
09.2018 - 04.2023

Nursing Staffing Coordinator

Indiana University Health
08.2010 - 09.2014

Bachelors - Child Education

Miami University

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