Summary
Overview
Work History
Education
Skills
Systems
Work Availability
Languages
Websites
BusinessAnalyst

Brittany Hansard

Canton,GA

Summary

Diligent customer operations professional with proven track record in managing customer operations teams to enhance service delivery and customer satisfaction. Successfully led initiatives that streamlined processes and improved efficiency. Demonstrated expertise in team leadership and strategic planning.

Overview

13
13
years of professional experience

Work History

Global Order to Cash Operations Manager

Avanos Medical
04.2023 - Current
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Developed and maintained relationships with external vendors and suppliers.
  • Facilitated smooth collaboration between departments through clear communication channels.
  • Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
  • Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
  • Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
  • Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team's ability to deliver results.
  • Coordinated with cross-functional teams to resolve project issues and mitigate risks.
  • Identified synergies and cost-saving opportunities during post-merger integration planning stages for increased profitability post acquisition.
  • Mentored junior team members by sharing valuable insights gained from years of experience in the M&A space, contributing to their professional growth.
  • Managed multiple complex projects concurrently by effectively prioritizing tasks and maintaining strict deadlines.

Business Process Leader (Interim)

Avanos Medical
09.2022 - 04.2023
  • Collaborated with stakeholders to define project scope, goals, and deliverables, ensuring alignment with business objectives.
  • Coordinated weekly meetings for internal and external groups.
  • Assisted with new hire processing and existing training programs.
  • Evaluated emerging technologies to determine their potential impact on business processes/procedures.
  • Streamlined business processes by identifying inefficiencies and implementing targeted improvements.
  • Led change management initiatives to support the seamless adoption of new processes throughout the organization.
  • Assisted in the development and maintenance of process documentation, simplifying knowledge transfer and promoting standardization across the organization.
  • Spearheaded successful technology integrations that streamlined workflows, reduced manual labor, and improved overall efficiency.
  • Conducted regular process audits to identify areas for improvement and monitor compliance with established standards.Provided functional and technical expertise for Order Management systems, ensuring teams were informed of system capabilities, limitations, and risks.
  • Collaborated with IT on SAP system enhancements and testing for order management platforms.
  • Led continuous improvement efforts across the supply chain, collaborating with Customer Care, Distribution, Planning, Sales, and Marketing to drive efficiency and cost savings.
  • Designed and managed a Global Customer Service continuous education program, defining and ensuring compliance with training requirements.
  • Developed and maintained policies and procedures to ensure adherence to best practices and standard business processes within Customer Service.
  • Analyzed data and reports to identify opportunities for process improvement, noncompliance issues, or additional training needs.

Sr Customer Service Manager

Avanos Medical
08.2018 - 09.2022
  • Instituted digital KPI and SLA monitoring via Salesforce.com and Vonage
  • Streamlined workflow processes for improved team efficiency and increased productivity.
  • Improved response times with efficient resource allocation, ensuring prompt support for all customers.
  • Oversaw daily operations of the customer service department, effectively managing resources to meet targets consistently.

Customer Service Manager

Halyard Health
09.2016 - 07.2017
  • Created, and implemented disaster recovery plan
  • Conducted new hire on-boarding for customer service department
  • Supervised and managed up to 48 team members, including 14 teleworkers
  • Created and conducted weekly team meetings including virtual meetings for teleworkers
  • Supported and trained change management
  • Interviewed and hired Customer Service Representatives, Team Leads, and Supervisor
  • Trained Customer Service Representatives, Team Leads, and Supervisor
  • Created training schedule for new hire classes for customer service
  • Created training outline and training materials for new hires and refresher training for existing team
  • Wrote scripts for calls for training purposes and changes in processes
  • Created and implemented new quality monitoring program
  • Created and implemented quality rewards program
  • Implemented and trained reports to accurately track quality progress
  • Improved quality scores by 25% within first year and maintained quality improvement
  • Coached each team member one on one
  • Created and monitored weekly schedule for customer service center, guided adherence, and adjusted coverage of skills when needed due to volume, or absences
  • Created holiday schedule, scheduled celebrations, and festive calendar
  • Created positive performance plans
  • Created follow up process to escalated customer calls
  • Resolved customer escalations
  • Performed annual reviews of customer service representatives, team leads, and supervisor
  • Presented yearly talent reviews to Senior Management
  • Trained customer service and multiple departments on new virtual phone system
  • Created reference guides for training and self help, for virtual phone system

Business Process Specialist

Halyard Health
02.2015 - 09.2016


  • Served as Key User Trainer: Conducted all new hire training for Customer Service as well as all “continued learning” trainer for Customer Service
  • Preformed and coordinated onboarding/training for 15 CSRs to help support Customer Service and Build Talent
  • Lead and facilitated Product Training for all 5 product categories
  • Worked with satellite office to ensure that both teams followed a regional streamlined and cohesive process to ensure optimum customer experience and lean/best practices by Customer Service
  • Participated in the annual Continuous Improvement competition, resulting in a 2nd place finish which savings of $87K in revenue over the next 24 months.
  • Managed and trained on allocation/prioritization during pandemic or unexpected inventory constraints
  • Facilitated the training for 7 team members over 12 allocations/prioritizations
  • Worked with cross function teams to provide new and creative solutions to managing inboxes, orders and concerns
  • Worked on the implementation team for Salesforce.com Go Live
  • Provided leadership with dashboards to help analyze daily stats and gauge progress


Strategic Account Analysis

Halyard Health
07.2014 - 02.2015


  • Served as primary contact for 7 strategic accounts, totaling ~20 million is yearly revenue
  • Developed relationships with all 7 strategic accounts by implementing process improvements that and creating an open line of communication for any issues that arose
  • Served as Key User back-up: Provide additional support to the System Expert for the Customer Service team and participated in knowledge sharing
  • Served on several War Room Teams, focusing of pandemic triage, warehouse implementation and system issues.
  • Helped to implement the supply chain inventory allocation process and train the team to respond to customer requests


Customer Service Representative

Halyard Health (formally Kimberly Clark Healthcare
04.2013 - 06.2014
  • Received 2013 Outstanding Contributor Award for Continuous Improvement
  • Consistently maintained a monthly order accuracy average of 99.24% against a team goal of > 95%
  • Facilitated a customer process improvement initiative reduce processing times and minimize duplication of work which resulted in a processing lead time reduction by one day as well as a 50% reduction in duplicate order processing errors.
  • Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
  • Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.

Customer Service Representative

Kimberly-Clark Healthcare
03.2012 - 04.2013
  • Helped to identify opportunities by targeting over 90 customers to improve and streamline order processes for order processing team
  • Collaborate with multiple teams and levels of management
  • Consistently exceed performance benchmarks in order management and phone support handling a call volume on average of 75+ calls per day
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Handled inbound customer orders through fax with results showing 1300+ orders a month



Education

High School Diploma -

Sprayberry High School
Marietta, GA

Bachelor of Arts -

Columbia College
06.2025

Skills

  • M&A Project Planning
  • BPO Management
  • System/Software Implementations
  • Process Redesign
  • Process Mapping
  • Lean Six Sigma
  • Group Project Management
  • Comfortable in fast-paced, deadline-driven environment

Systems

  • SAP (S4Hana 2021, 1709, ECC, R/3)
  • Salesforce.com (Service Console, Case Management, Workflow, User Maintenance)
  • Cognito Forms (Form builder, Workflows)
  • Vonage VCC (Call Center Build, Salesforce API connection)
  • Microsoft Suites (Visio, Excel, Powerpoint, Word)
  • Great Plains
  • ServiceNow

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages

English
Native or Bilingual
Spanish
Limited Working

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Brittany Hansard