Brittany McClain

Support Specialist

05/2023 – Present

• Develop and implement macros using AI tools to streamline data entry processes and enhance customer satisfaction
• Managed high-volume customer communications, consistently meeting performance metrics and service-level expectations
• Analyzed CSAT/DSAT trends to identify performance gaps and implement strategies that improved customer satisfaction outcomes
• Provided coaching and real-time feedback to associates on quality, communication, and customer experience best practices
• Supported multiple projects simultaneously, demonstrating strong organizational and cross-functional collaboration skills
• Assisted with training and onboarding of new hires, ensuring understanding of workflows, tools, and performance standards
• Acted as a peer resource, offering guidance and support to improve overall team performance
• Coordinate issue resolution across internal teams while maintaining clear documentation and follow-up
• Maintain accurate records of requests, actions taken, and resolutions within ticketing systems
• Create and update internal documentation, SOPs, and knowledge base materials to improve workflow efficiency
• Monitor performance metrics and identify trends to support process improvements
• Exercise discretion while handling sensitive user data and escalated concerns

• Handled high-volume inbound calls from drivers and riders, resolving app-related technical issues with clear and timely support
• Mediated and resolved rider and driver reports of unsafe behavior by investigating incidents and de-escalating conflicts
• Managed customer inquiries via phone, email, and chat, resolving reports involving violations of community guidelines and platform policies
• Conducted outbound calls to drivers and riders to address and resolve behavior-related issues in violation of platform policies
• Managed account deactivations and reactivations by reviewing incidents and communicating directly with customers to confirm and resolve ride-related concerns
• Documented and processed reports of vehicle accidents, ensuring accurate intake of incident details
• Coordinated with insurance and internal teams, handled damage claims, and facilitated compensation when applicable

• Handled inbound calls from doctors’ offices regarding patient medication availability and pricing
• Conducted outbound calls to patients to confirm medication receipt and processed payments securely when needed
• Processed prescription refills and prepared orders for shipment to patients
• Resolved patient concerns related to orders, ensuring timely and accurate outcomes
• Assisted with replacement of lost or stolen orders and coordinated appropriate resolutions

• Graduated with a 3.5 GPA
• Academic Achievements and Honors: Hancock Scholar
• Ranked in Top 10% of class