Brittni Carroll
Pasadena
Summary
Adept at fostering operational efficiency and enhancing customer experiences, I leveraged data analytics and exceptional communication skills at the Department of Defense to spearhead continuous improvement initiatives. My leadership significantly improved customer satisfaction and streamlined processes, demonstrating a strong blend of technical acumen and interpersonal abilities.
Diligent [Desired Position] with background in operations management and customer experience. Successfully managed cross-functional teams and streamlined operational processes to enhance customer satisfaction. Demonstrated leadership and problem-solving skills in high-pressure environments.
Operations professional with significant experience driving customer satisfaction and efficiency improvements. Skilled in process optimization, team leadership, and strategic planning. Strong focus on collaboration and adaptability, ensuring seamless operations and high-quality service delivery. Known for problem-solving abilities and effective communication.
Personable and strategic thinker with natural ability to connect with customers and enhance their experience. Possesses deep understanding of operational workflows and customer service best practices, coupled with strong data analysis and problem-solving skills. Committed to driving customer satisfaction and operational efficiency through innovative solutions.
Experienced with team leadership, operational efficiency, and customer satisfaction. Utilizes strategic planning to optimize workflows and enhance client experiences. Track record of implementing effective solutions to complex operational challenges.
Overview
12
12
years of professional experience
Work History
Operations Manager, Customer Experience
Department of Defense
09.2019 - Current
- Drove a culture of continuous improvement by encouraging employee feedback and implementing changes as needed.
- Developed comprehensive onboarding and training programs for new employees, accelerating their integration into the team environment.
- Established effective communication channels, fostering strong relationships between team members and departments.
- Streamlined operations processes for increased efficiency and enhanced customer experiences.
- Oversaw vendor relationships, ensuring timely delivery of products and services while maintaining cost controls.
- Improved customer satisfaction ratings by implementing new training programs for staff.
- Led cross-functional teams to drive process improvements and achieve business objectives.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Assisted in recruiting, hiring and training of team members.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Executive Office Manager
Chugach Federal Solutions, CFS
04.2018 - 09.2019
- Enhanced executive productivity by managing complex schedules and coordinating travel arrangements.
- Contributed to the creation of internal policies and procedures that streamlined workflow processes while maintaining compliance standards.
- Developed strong working relationships with stakeholders through clear communication lines that fostered collaboration across departments.
- Researched and conducted data to prepare documents for review and presentation.
- Managed phone calls, emails, letters and packages.
- Oversaw scheduling of conference rooms, meetings, catering and other operational tasks to reduce potential conflicts.
Scanning Operator
Academy Group Solutions LLC
03.2017 - 04.2018
- Troubleshot technical issues with scanning equipment, minimizing downtime and maintaining optimal workflow.
- Enhanced scanning accuracy by implementing quality control measures and routinely calibrating equipment.
- Assisted in training new scanning operators, ensuring adherence to company guidelines and high-quality work standards.
- Established strong relationships with clients through clear communication channels, keeping them updated on project progress and addressing any concerns or queries promptly.
- Maintained organized digital filing system, enabling quick retrieval of documents as needed.
- Exceeded performance metrics consistently, resulting in increased productivity within the team.
Security Escort
Eagle Environmental Inc.
10.2016 - 03.2017
- Assisted in the development of emergency response plans, ensuring preparedness for various security incidents.
- Supported event organizers in creating secure venues by collaborating on comprehensive safety evaluations and risk assessments.
- Contributed to the achievement of organizational safety objectives through adherence to established policies and procedures.
- Fostered trust among coworkers through consistent reliability as a team player and proactive problemsolver.
- Provided clear documentation of daily activities through detailed incident reports, facilitating accurate record-keeping and follow-up actions.
- Demonstrated adaptability in high-pressure situations by effectively managing unexpected incidents while maintaining professionalism and composure.
PSE Clerk
United States Postal Service, USPS
11.2015 - 10.2016
- Facilitated timely delivery of packages by ensuring proper labeling and placement within designated sorting bins according to postal codes.
- Maintained accurate records of mail volume processed, ensuring streamlined operations and timely delivery.
- Loaded and unloaded shipping containers and vehicles.
- Increased efficiency in mail handling by training new staff on USPS procedures and guidelines.
- Assisted customers with special services requests such as certified mail or insurance claims, fostering trust in the USPS brand.
- Upheld a professional demeanor when interacting with customers, coworkers, and supervisors to maintain a positive work environment.
Front Office Manager
ATI Physical Therapy
11.2012 - 01.2015
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
Education
Bachelor of Science - Homeland Security
University of Maryland Global Campus
Hyattsville, MD05-2022
Associate of Applied Science - Early Childhood Care And Education
Anne Arundel Community College
Arnold, MD06-2011
Skills
- Staff development
- Customer empathy
- Customer acquisition
- Data analytics
- Account management
- Customer feedback management
- Teamwork and collaboration
- Time management
- Excellent communication
- Organizational skills
- Team collaboration
- Operational efficiency
Timeline
Operations Manager, Customer Experience
Department of Defense
09.2019 - Current
Executive Office Manager
Chugach Federal Solutions, CFS
04.2018 - 09.2019
Scanning Operator
Academy Group Solutions LLC
03.2017 - 04.2018
Security Escort
Eagle Environmental Inc.
10.2016 - 03.2017
PSE Clerk
United States Postal Service, USPS
11.2015 - 10.2016
Front Office Manager
ATI Physical Therapy
11.2012 - 01.2015
Bachelor of Science - Homeland Security
University of Maryland Global Campus
Associate of Applied Science - Early Childhood Care And Education
Anne Arundel Community College
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