Brittany Grimsley

Work History

Equitable

01.2022 - Current

Support Leaders and Team Members by helping build, expand, and reinforce new ways of working (NWOW) through coaching
P1 Lead for the Maturity Survey, responsible for assessment process, coordinating the efforts of multiple coaches, performance leads, area leads, and numerous teams
As well as data collecting, and process improvement
P1 lead for Viva Goals, responsible for providing training, guidance, and administrative support for the tool
As part of the culture team, worked on various initiatives to increase our eNPS score by 28 points in q4 2023
Facilitate training for TAP participants as well as mentoring the participants as a point of contact during their rotate with the coaches
Worked on various projects for the department such as NWOW Dashboard team, ADO Template team, currently Enterprise Outcome Dashboard team
Create and safeguard the departments intellectual property to ensure the correct information goes out to the enterprise

Equitable

Syracuse, NY

01.2015 - 01.2022

Manage a 403 (b) and 401k team in a call center environment
Call volumes handled per year are 570,000
Manage staffing levels to meet the demands of seasonal fluctuations in call flows
Prepare performance reports for employees to be submitted to senior management
Handle all personnel duties for my 31 direct reports
Coach and develop the team to ensure they can meet their goals
Coach and mentor, my team lead to be able to step in and take over in my absence
Coordinated with department heads to ensure effective execution in all aspects of projects
Monitor team and evaluate call center results to ensure achievement of all performance targets
Support my director in all daily business responsibilities as well as projects
Fraud Liaison for the department
Responsible for fraud training for the department
Review suspicious calls and escalate when appropriate
Responsible for locking and unlocking clients online accounts

AXA, EQUI-VEST

Syracuse, NY

01.2008 - 01.2015

Supervise a team of Customer Service Representatives (CSR’s) towards meeting service standards in a call center environment
Handle escalations received by the CSRs daily
Work with clients and or Agents to resolve issues and deliver world class service in an efficient and timely manner
Support my manager in all daily personnel and business responsibilities
Work with the Quality Team on call scoring to ensure we are meeting our MSE and DALBAR standards for the department
Participate in organizational investments (OI’s) that promote EQUITABLE culture and utilized these investments to cultivate my personal growth
I have personally worked on 121 employee ideas that have been implemented for the Call Center resulting in an overall savings of $150,596.20 for the company since 2011
Transitioned to the steering committee from the innovator role for the Ideas in Motion OI
Involved with the Developing Excellent Leaders Through Action (DELTA) initiative, tasked with solving recruiting roadblocks in Syracuse

AXA, EQUI-VEST

Syracuse, NY

01.2006 - 01.2008

Received incoming calls for an average of 5.5 hours per day, taking a minimum of 70 calls through the Customer Service telephone line
Professionally handled all calls demonstrating an unwavering commitment to customer service, and consistently met the Quality Control scoring average needed to achieve the business goal
Utilized resources to build knowledge of the EQUI-VEST product and successfully documented all casework that was assigned autonomously