Brittney-Simone Sutton

Service Delivery Operations Team Lead

accenture

Mar 2023 - Current (3 years 4 months)

• Manage a team of up to 35 agents. • Monitor and analyze SLAs, improving quality, AHT and customer satisfaction scores. • Led nesting wave classes for onboarding agents, increasing process knowledge. • Coach agents, focusing on performance, customer satisfaction and process. • Review agent calls and cases to identify trends for process improvements on client escalations. • Provide technical support to resolve technical issues for agents. • Perform supervisor call back requests to resolve member escalated issues. • Conduct team meetings to review updates, team metrics and process workflows. • Utilize Operata software for data analysis on agent call performance. • Facilitate Cybersecurity Fest activities to increase security awaren

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Customer Service Agent/Open Enrollment Team Lead

eTeams

Aug 2021 - Feb 2023 (1 year 7 months)

• Resolved member inquiries and issues through phone and chat, focused on first-call resolution. • Served as a Team Lead during peak Open Enrollment season, managing a team of 25-plus agents. • Worked as a Subject Matter Expert, maintaining a working knowledge of client processes.

Customer Service Agent

MCI

Jan 2021 - Aug 2021 (8 months)

• Assisted customers with scheduling Covid vaccinations. • Provided information, resources and support related to Covid vaccinations.

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Dietary Aide

Manor Care Health Services

Nov 2019 - Feb 2020 (4 months)

• Prepared food according to orders, following approved procedures to ensure quality and safety. • Maintained cleanliness and food storage in compliance with company and health guidelines. Additionally, I engaged in customer service by interacting with residents and their family members, ensuring that their needs were met and that all necessary training was completed to enhance their dining experience.

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Night Auditor

Quality Inn

Jun 2019 - Nov 2019 (6 months)

- Performed data entry, such as balancing accounts and conducting nightly audits. - Maintained records of guest accommodations, accounts, and payments. - Provided email support and customer service by effectively handling inquiries and interactions with both incoming and outgoing guests, ensuring a seamless reservation process and enhancing overall guest satisfaction.

Brittney-Simone Sutton

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