Brittany Echols
TX
Summary
Results-oriented Manager with 7 years of experience leading cross-functional teams to exceed business objectives. Proven track record of developing and implementing strategies to drive efficiency, optimize operations, and enhance profitability. Skilled in cultivating strong relationships with internal and external stakeholders to achieve organizational goals. Excels at motivating and empowering team members to achieve their full potential. Seeking a challenging managerial role to leverage expertise in driving sustainable growth and success.
Overview
9
9
years of professional experience
Work History
Assistant Manager of Operations
Genpact
02.2023 - Current
- Managing a team of 10+ resources in a remediation business for a large banking client
- Hiring and training call center and back office representatives
- Establishing goals for employees to follow and motivating them to provide excellent customer service
- Helping call agents with challenging customer concerns to resolve in a timely manner
- Helping back office agents with challenging customer concerns via correspondence to resolve in a timely manner
- Creating daily objectives for both call center and back office activities and effective resource planning to maximize the productivity of the team
Assistant Manager of Operations
Genpact
01.2018 - 02.2022
- Managed up to 20 content moderators for large social media clients
- Streamlined payroll processes, ensuring accurate and timely submissions for employees.
- Utilized data analysis to monitor and measure productivity, goal progress, and activity levels, resulting in improved team performance.
- Conducted weekly staff meetings for planning improvements and evaluating progress towards goals.
- Collaborated with recruiting teams to achieve hiring objectives and bring top talent on board.
- Played a key role in orienting newly hired employees by providing company information, facilitating pre-hire orientation, and establishing position related requirements.
Manager of Operations
Iqor
02.2017 - 01.2018
- Led a team of 15 customer service representatives, optimizing their performance through daily monitoring and mentorship.
- Developed and nurtured talent within the call center, preparing employees for leadership roles.
- Set clear performance goals for team members and provided constructive feedback to help them reach milestones.
- Spearheaded the hiring and training process for staff associates, ensuring compliance with company policies and procedures.
Trainer/QA
Iqor
05.2016 - 02.2017
- Mentored new hires, resulting in enhanced staff development and increased productivity.
- Monitored employee workflow and behaviors during the training process, identifying areas for improvement.
- Developed individualized plans to help employees meet goals within established timelines.
- Collaborated with production and quality assurance departments to streamline processes, resulting in increased daily productivity.
Customer Service Representative
Iqor
11.2015 - 05.2016
- Maintained high levels of customer satisfaction by implementing forward thinking strategies to address customer needs and resolve concerns for a large mobile telecommunication company
- Efficiently handled an average of 100 customer telephone calls per day, minimizing on-hold wait times
- Exceeded customer call guidelines for service levels, handle time, and productivity
- Provided exceptional customer service by leveraging extensive product and service knowledge to create welcoming, positive experiences
Education
No Degree - Business Administration
Richland College
Dallas, TXSkills
- Operations Management
- Customer service management
- Analytic reasoning
- Strategic thinking
- Excel Literacy
Timeline
Assistant Manager of Operations
Genpact
02.2023 - Current
Assistant Manager of Operations
Genpact
01.2018 - 02.2022
Manager of Operations
Iqor
02.2017 - 01.2018
Trainer/QA
Iqor
05.2016 - 02.2017
Customer Service Representative
Iqor
11.2015 - 05.2016
No Degree - Business Administration
Richland College
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