Summary
Overview
Work History
Education
Skills
Timeline
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BRITTANY TORRES

Service Delivery Ops Supervisor
Austin,TX

Summary

Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.

Overview

12
12
years of professional experience

Work History

Service Delivery Ops Supervisor

Accenture
03.2023 - 12.2023
  • Supervisor responsible for Call Center/WebEOC Team Leads for the State of Pennsylvania P-EBT Program.

Program & Project Management Specialist

Accenture
02.2022 - 03.2023
  • Testing Lead responsible for scheduling, tracking and monitoring defects for the MaxGen Entergy Project.

Service Delivery Ops Team Lead

Accenture
09.2021 - 02.2022
  • Lead team of back-office agents in managing Return to Work Bonus applications for the State of Arizona.

Service Delivery Ops Team Lead

Accenture
12.2020 - 09.2021
  • Lead team of call center agents in managing ICS clients.

Service Delivery Ops Senior Analyst

Accenture
09.2019 - 12.2020
  • Lead team of Travel and Expense analysts in managing clients requests and to ensure all expense claims are processed correctly and within guidelines.

General Accounting Ops Analyst

Accenture
05.2018 - 09.2019
  • Manage and execute general accounting processes, including management and/or execution of core financial processes.

General Accounting Ops Associate

Accenture
08.2016 - 05.2018
  • Performs key functions of a travel and expense analyst and serves as helpdesk for employees' expensing inquiries.

Central Patient Access Representative I

Baylor Scott & White Healthcare
08.2014 - 07.2016
  • Performs key functions of a customer service representative (CSR) and verifies insurance information prior to appointments.

Workforce/Traffic Lead

Sprint/United Management Co.
08.2011 - 03.2014
  • Served as Workforce Lead in Customer Service Department.

Education

Associate of Arts in Merchandising and Design -

Wade College
Dallas, TX
01.2009

High School Diploma -

Copperas Cove High School
Copperas Cove, TX
05.2005

Skills

  • Human Resources
  • Microsoft Excel
  • Microsoft Power Point
  • Microsoft Power BI
  • Call queues
  • Employee metrics
  • Medical Insurance
  • Training and mentoring
  • Goal-Oriented
  • Employee Motivation
  • Complex Problem-Solving
  • Strategic Planning
  • Staff Development
  • Processes and procedures
  • Operations Management
  • Process Improvement
  • Process Monitoring and Improvement
  • Project Management
  • Schedule development
  • Policy Enforcement
  • Expectation setting
  • Priority management
  • Financial Management
  • Data Analytics
  • Analytical Thinking
  • Project Planning
  • Data Analysis
  • Idea Development and Brainstorming
  • Process Analysis
  • Quantitative skills
  • Issue Research
  • Improvement plan knowledge
  • Program Evaluation
  • Contract Management
  • Business Development
  • Staff Management

Timeline

Service Delivery Ops Supervisor

Accenture
03.2023 - 12.2023

Program & Project Management Specialist

Accenture
02.2022 - 03.2023

Service Delivery Ops Team Lead

Accenture
09.2021 - 02.2022

Service Delivery Ops Team Lead

Accenture
12.2020 - 09.2021

Service Delivery Ops Senior Analyst

Accenture
09.2019 - 12.2020

General Accounting Ops Analyst

Accenture
05.2018 - 09.2019

General Accounting Ops Associate

Accenture
08.2016 - 05.2018

Central Patient Access Representative I

Baylor Scott & White Healthcare
08.2014 - 07.2016

Workforce/Traffic Lead

Sprint/United Management Co.
08.2011 - 03.2014

Associate of Arts in Merchandising and Design -

Wade College

High School Diploma -

Copperas Cove High School

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BRITTANY TORRESService Delivery Ops Supervisor