Summary
Overview
Work History
Skills
Accomplishments
Certification
Websites
Timeline
Generic

Brianna Lis

Severn

Summary

Driven and solutions-focused professional with over 15 years of customer service excellence and 3+ years of experience in technical support, team development, and quality improvement. Eager to contribute to the Customer Response Center at the University of Maryland College Park as a Program Management Specialist, bringing deep experience in staff coordination, training design, policy interpretation, and real-time problem solving to ensure seamless operations and top-tier service delivery.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Member Support/ Technical Support Specialist

Vheda Health
Columbia
02.2022 - Current
  • Designed and implemented Vheda Health's first formal, comprehensive training program for the Member Experience Team, improving onboarding consistency, resolution time, and service quality.
  • Established and led a Quality Assurance/Quality Improvement (QA/QI) program to standardize performance reviews, increase accountability, and elevate team-wide efficiency.
  • Partner closely with different teams to support peer development, write SOPs, assist with coaching documentation, and clarify compliance and operational policies.
  • Provide front-line and back-end support to patients using mobile healthcare devices, managing complex service needs under tight SLAs via multi-platform systems.
  • Regularly identify procedural gaps and proactively implement improvements that streamline workflows, strengthen compliance, and enhance customer experience.

Banker

M&T Bank
Columbia
09.2021 - 02.2022
  • Resolved sensitive customer account issues, including fraud and overdrafts, adhering to regulatory standards.
  • Delivered high-quality support while ensuring financial accuracy in fast-paced environment.
  • Managed wire transfers with strict compliance to internal policies and regulations.

Office Manager

Pretty Pups Pet Care
Laurel
08.2020 - 09.2021
  • Managed business operations covering payroll, scheduling, inventory, and customer care for busy pet grooming company.
  • Coordinated staff training and development to enhance team performance.
  • Resolved daily client service challenges to maintain operational continuity and satisfaction.

Skills

  • Operational oversight and workflow optimization
  • Team coaching and development
  • Policy compliance management
  • Quality assurance initiatives
  • Staff onboarding and training
  • Standard operating procedures writing
  • Multi-channel communication management
  • Crisis response coordination
  • Call center operations expertise
  • Mobile application support
  • Data entry and management
  • Conflict resolution guidance
  • Staff scheduling and allocation
  • Recruitment support
  • Data analysis for metrics reporting
  • Time management strategies

Accomplishments

  • Vheda Health Teamwork Award — December 2022
  • Vheda Health All In Award — December 2024

Certification

  • Since 2024, completed 16 independent continuing education courses through Udemy and LinkedIn Learning, focused on project management and related skills, with courses backed by the Project Management Institute (PMI). Certifications and transcripts available upon request.

Timeline

Member Support/ Technical Support Specialist

Vheda Health
02.2022 - Current

Banker

M&T Bank
09.2021 - 02.2022

Office Manager

Pretty Pups Pet Care
08.2020 - 09.2021

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Brianna Lis