Brittany Lucas
Wilson,NC
Summary
Experienced leader with a strong background in growing professional networks, influencing decision-makers, and devising successful strategies. Proactive and collaborative approach to identifying and addressing issues, optimizing processes, and supporting team objectives. Recognized for guiding teams, managing complex projects, and achieving strategic objectives. Expertise in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Forward-thinking team leader with a collaborative approach and commitment to excellence. Successful background in matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
15
15
years of professional experience
Work History
Central Support Supervisor
Optum, UnitedHealth Group
12.2022 - Current
- Managed audit team and supervised audit activities to track and report findings
- Prepared audit reports and presented findings to management for review and action
- Top performing team in Home Health for meeting metrics and quality
- Enhanced customer satisfaction by promptly addressing and resolving support issues
- Streamlined support processes for increased efficiency and improved response times
- Developed staff training programs to ensure consistent service quality across the team
- Managed a team of support professionals, fostering an environment of collaboration and growth
- Monitored employee and customer interactions to assess quality of service
- Analyzed customer service data to identify trends, identify solutions and improve customer experience
- Adhere to established service standards, volumes, and turnaround times
- Meet the departmental quality review standards as per documented criteria
- Assess customer needs and requirements, especially non-standard requests and problems, and respond or refer to appropriate resources.
- Demonstrates ability in customer service issue resolution and relationship building
- Demonstrate solid understanding and comfort utilizing multiple computer systems/applications, including Microsoft Office products
- Ability to make timely, independent, and confident decisions based on available data/facts
- Work effectively and partner with others to contribute to a team environment
- Ability to collaborate across all levels of organization for successful outcomes
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Completed bi-weekly payroll for 20 employees.
- Established clear performance expectations for the support team, resulting in improved accountability and measurable results.
- Analyzed performance metrics to identify areas for improvement and implement targeted strategies.
- Reviewed customer feedback regularly, identifying trends in common issues and recommending product enhancements accordingly.
- Implemented a knowledge management system to centralize information resources for easy access by the support team.
Central Support Operations Coordinator II
NaviHealth
04.2021 - 11.2022
- Provided direction and guidance to internal teams in order to achieve targets
- Introduced new methods, practices, and systems to reduce turnaround time
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow
- Collaborated with area managers to evaluate needs and optimize operational plans
- Reviewed operations report to understand numbers and trends
- - Led and managed multiple pilot projects to successful completion
- - Ensured that all pilots met and exceeded established metrics and KPIs
- Provided effective leadership and guidance throughout the pilot projects
- Collaborated with cross-functional teams to drive the success of the pilots
- Implemented strategic planning and oversight to guarantee the achievement of desired outcomes
Senior Personal Banker
Wells Fargo Bank NA
01.2010 - 03.2021
- Enhanced customer satisfaction by providing personalized banking solutions and prompt service
- Streamlined account opening processes for improved efficiency and reduced waiting times
- Increased loan portfolio growth by identifying client needs and recommending appropriate financial products
- Managed high-net-worth clients, ensuring their financial goals were met with tailored banking services
- Resolved complex customer inquiries, demonstrating exceptional problem-solving skills and customer service expertise
- Boosted referral business by cultivating strong relationships with real estate agents, attorneys, and other key partners in the community
- Enhanced customer satisfaction by addressing concerns promptly and providing appropriate solutions
- Partner with applicable stakeholders to identify the operational impact of regulatory changes within defined solutions (e.g., changes to policies/processes/procedures, compliance with applicable legal/regulatory requirements, additional requirements)
- Maintain policy repository and coordinate annual policy reviews
- Tracking of delegated vendor lists by line of business while supporting vendor lookup in the repositories
- Uses pertinent data and facts to identify and solve a range of problems within area of expertise
- Investigates non-standard requests and problems, with some assistance from others
- Prioritizes and organizes own work to meet deadlines
- Provides explanations and information to others on topics within area of expertise
- Resolved complex customer inquiries, demonstrating exceptional problem-solving skills and customer service expertise.
- Collaborated with branch team members to ensure seamless execution of daily operations and optimal customer experience.
Education
Associate of Applied Science - Business Administration
Pitt Community College
Winterville, NC11.2021
Skills
- Team Management
- Task Delegation
- Project Coordination
- Advanced Excel functions
- VLOOKUP
- INDEX-MATCH
- PivotTables
- Data analysis
Additional Information
Communication skills, Decisiveness, Empathy and compassion, Adaptability, Strategic thinking, Integrity, Creativity, Visionary mindset
Excelskills
- Proficient in using advanced Excel functions such as VLOOKUP, INDEX-MATCH, and PivotTables.
- Experienced in creating and maintaining complex spreadsheets for reporting.
- Knowledgeable in data visualization and chart creation in Excel for effective presentations.
Timeline
Central Support Supervisor
Optum, UnitedHealth Group
12.2022 - Current
Central Support Operations Coordinator II
NaviHealth
04.2021 - 11.2022
Senior Personal Banker
Wells Fargo Bank NA
01.2010 - 03.2021
Associate of Applied Science - Business Administration
Pitt Community College
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