Summary
Overview
Work History
Education
Skills
Timeline
Generic

Brittany Pedercini

Silver SPrings

Summary

Dynamic Contact Center Leader at Datavant with a proven track record in coaching and mentoring teams to exceed KPIs. Expert in call center technology and crisis management, I enhanced service delivery and streamlined operations, fostering a collaborative environment that improved customer satisfaction and team performance.

Overview

10
10
years of professional experience

Work History

Contact Center Leader

Datavant
07.2020 - Current
  • Assisted in managing daily operations of contact center, ensuring smooth workflow and customer satisfaction.
  • Supported staff training initiatives to enhance team performance and service delivery standards.
  • Contributed to implementation of new software tools for call tracking and reporting efficiency.
  • Handled routine customer inquiries, providing accurate information and resolving issues promptly.
  • Maintained up-to-date knowledge of products and services to effectively support team members and customers.
  • Collaborated with management on process improvements to streamline communication within the team.
  • Developed training materials aimed at improving employee onboarding experience and retention rates.
  • Optimized call routing strategies to decrease call abandonment rates and improve overall customer experience.
  • Managed a team of customer service representatives, ensuring top-notch service delivery to customers.
  • Reached target KPIs consistently by closely monitoring agent performance, providing ongoing coaching, and addressing any gaps in knowledge or skill sets.
  • Established a positive work environment by promoting open communication, teamwork, and employee recognition initiatives.

Outreach Agent

Ciox Health
07.2019 - 07.2020
  • Developed and maintained positive client relationships to enhance service satisfaction.
  • Coordinated communication between clients and internal teams to ensure timely issue resolution.
  • Analyzed customer feedback to identify trends and recommend service improvements.
  • Trained new agents on best practices and operational procedures for enhanced performance.

Bookkeeper

Pay Check Advance
03.2016 - 07.2019
  • Managed accounts payable and receivable processes ensuring timely and accurate financial reporting.
  • Reconciled bank statements and general ledger accounts, maintaining precise financial records.
  • Streamlined invoicing procedures, reducing processing time while enhancing accuracy.
  • Assisted in preparing monthly financial statements and reports for management review.
  • Mentored junior bookkeeping staff on best practices and software utilization to improve efficiency.

Education

High School Diploma -

Silver State High School
Carson City, NV

Skills

  • Coaching and mentoring
  • Crisis management
  • Workforce management
  • Compliance
  • Call center technology
  • Timekeeping
  • Reporting skills
  • Employee motivation
  • Quality assurance
  • Call monitoring
  • Training coordination
  • Training management
  • Document management
  • Schedule coordination
  • Scheduling proficiency
  • Teamwork
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Time management
  • Attention to detail
  • Problem-solving abilities
  • Multitasking
  • Multitasking Abilities
  • Reliability
  • Excellent communication
  • Team collaboration
  • Team leadership
  • Organizational skills
  • Active listening
  • Effective communication
  • Verbal and written communication
  • Decision-making
  • Adaptability and flexibility

Timeline

Contact Center Leader

Datavant
07.2020 - Current

Outreach Agent

Ciox Health
07.2019 - 07.2020

Bookkeeper

Pay Check Advance
03.2016 - 07.2019

High School Diploma -

Silver State High School

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Brittany Pedercini