Summary
Overview
Work History
Education
Skills
Timeline
Generic

Brittany Green

Frisco,TX

Summary

Results-oriented Support Manager offering 15 years experience in field. History of implementing successful improvements to department and leading changes by example. Industry expert with creative strategies for high-volume support ticket management. Self-motivated manager brings proven leadership, organizational and customer relations skills. Independently solves problems and keeps teams on task to handle diverse business requirements. History retaining clients and talented staff.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Tech Support Manager and Trainer

Transcom North America
06.2021 - 01.2025
  • Monitored employee and customer interactions to assess quality of service.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.
  • Prepared employee schedules for maximum coverage during key hours.
  • Coached employees through day-to-day work and complex problems.
  • Managed specialist team to provide technical assistance and customer service.
  • Collaborated with other teams to identify and resolve customer issues quickly and professionally.
  • Created, prepared, and delivered reports to various departments.
  • Monitored customer service metrics and provided feedback to team members, upholding quality standards.
  • Created and implemented maintenance plans for customer accounts to secure customer satisfaction and reliability.
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Developed job-specific competencies and performance standards.
  • Created and oversaw Tech Support, Mac, and Media Services training programs for operations.
  • Trained and mentored 20 new personnel hired to fulfill various roles.
  • Provided coaching and mentoring to employees.
  • Developed and implemented successful onboarding program.
  • Facilitated virtual learning sessions.
  • Utilized variety of instructional design methodologies to create effective learning experiences.
  • Designed and delivered web-based, self-directed learning materials.
  • Developed and executed performance management programs to increase employee engagement and productivity.
  • Analyzed and evaluated training effectiveness and program outcomes.

Team Leader

Transcom Worldwide NA
01.2020 - 06.2021
  • Increased overall efficiency and productivity of team by revamping jobs, schedules and daily assignments.
  • Helped set and manage objectives for quality, productivity and compliance.
  • Adhered to applicable guidelines and requirements, and assisted team in doing same.
  • Maintained team compliance with company standards, safety practices and regulatory and environmental requirements.
  • Set schedules and oversaw daily workflow.
  • Managed high workload with consistent record of achieving deadlines and production targets.
  • Kept team activities in compliance with safety, regulatory and environmental guidelines.
  • Improved team efficiency and productivity by restructuring workflow and managing assignments.
  • Frequently inspected production area to verify proper equipment operation.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Developed effective improvement plans in alignment with goals and specifications.
  • Generated reports detailing findings and recommendations.
  • Maintained database systems to track and analyze operational data.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Collected, arranged, and input information into database system.

Technical Support Representative T2

Transcom Worldwide NA
05.2018 - 01.2020
  • Assessed technical complexity of tickets to escalate to Tier 3 team.
  • Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions.
  • Developed proactive tools to assist customers and internal support organization.
  • Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
  • Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Responded to customer inquiries and provided technical assistance over phone.
  • Removed malware, ransomware, and other threats from IOS and MacOS
  • Researched and identified solutions to technical problems.
  • Used ticketing systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to technical support needs.

Technical Support Representative

Transcom Worldwide NA
06.2017 - 05.2018
  • Managed high levels of call flow and responded to technical support needs.
  • Responded to customer inquiries and provided technical assistance over phone.
  • Monitored system performance to identify potential issues.
  • Tested new software and hardware prior to deployment.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Installed and configured operating systems and applications.
  • Installed, configured and maintained computer systems and network connections.
  • Researched and identified solutions to technical problems.

Customer Service Representative/ Tech Support

Kelly Services
07.2013 - 05.2016
  • Responded to customer requests for products, services, and company information.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Cross-trained and provided backup support for organizational leadership.
  • Investigated and resolved accounting, service and delivery concerns.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Responded proactively and positively to rapid change.
  • Promptly responded to inquiries and requests from prospective customers.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Managed timely and effective replacement of damaged or missing products.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Delivered prompt service to prioritize customer needs.
  • Investigated and resolved customer inquiries and complaints quickly.

Customer Service Representative

Tiffany
05.2015 - 07.2015
  • Responded to customer requests for products, services, and company information.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Cross-trained and provided backup support for organizational leadership.
  • Investigated and resolved accounting, service and delivery concerns.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Responded proactively and positively to rapid change.
  • Promptly responded to inquiries and requests from prospective customers.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Managed timely and effective replacement of damaged or missing products.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Delivered prompt service to prioritize customer needs.
  • Investigated and resolved customer inquiries and complaints quickly.

Food Preparation and Serving Related Worker

Jennifer
01.2008 - 01.2015
  • Provide Customer Service
  • Advise clients or customers
  • Answer customer or public inquiries
  • Arrange merchandise display
  • Clean rooms or work areas
  • Demonstrate goods or services
  • Greet customers
  • Inspect merchandise
  • Manage inventories
  • Sell merchandise
  • Use computers to enter, access or retrieve data
  • Use sales techniques
  • Kept work areas clean, organized, and safe to promote efficiency and team safety.
  • Developed strong cooperative relationships with coworkers and managers.
  • Developed strong customer service and product knowledge skills to enhance individual and team performance.
  • Reported defective products or machinery to supervisor.

Education

Associate in Accounting -

Collin County Community College
Plano, TX
02.2015

High school diploma -

John Horn High School
Mesquite, TX
06.2006

Skills

  • Customer support
  • IOS
  • MacOS
  • Microsoft Windows
  • Remote Access Software
  • ServiceNow
  • Technical Support
  • Conflict management
  • Help Desk
  • Software Troubleshooting
  • Analysis skills
  • Typing
  • Operating Systems

Timeline

Tech Support Manager and Trainer

Transcom North America
06.2021 - 01.2025

Team Leader

Transcom Worldwide NA
01.2020 - 06.2021

Technical Support Representative T2

Transcom Worldwide NA
05.2018 - 01.2020

Technical Support Representative

Transcom Worldwide NA
06.2017 - 05.2018

Customer Service Representative

Tiffany
05.2015 - 07.2015

Customer Service Representative/ Tech Support

Kelly Services
07.2013 - 05.2016

Food Preparation and Serving Related Worker

Jennifer
01.2008 - 01.2015

Associate in Accounting -

Collin County Community College

High school diploma -

John Horn High School

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Brittany Green