Kristina Britt
TCG
Brandywine
1
Language
1
Certification
19
years of professional experience
Results-driven Information Management Specialist with expertise in customer experience, process improvement, and coaching. Proven ability to enhance team productivity and operational efficiency through cross-functional collaboration and knowledge base development.
Work History
Information Management Specialist
2 Years 1 Month- Developed and maintained knowledge base articles and process documentation, equipping team members with standardized guidance for building OMB collection exercises and customer reports.
- Mentored and onboarded new team members by providing 1–2 hours of daily hands-on training, answering questions, reinforcing best practices, and ensuring successful completion of assigned work.
- Served as a subject matter expert for OMB collection exercises and reporting processes, providing ongoing guidance and support to improve team productivity and accuracy.
- Led project retrospectives following each engagement to capture lessons learned, gather team feedback, identify process improvements, and reinforce successful practices for future iterations.
- Championed a culture of continuous improvement by incorporating retrospective feedback into team workflows, enhancing collaboration, knowledge sharing, and operational efficiency.
- Collaborated with cross-functional stakeholders to improve documentation, streamline reporting processes, and promote consistent execution across the team.
- Fostered a collaborative team environment by coaching peers, sharing institutional knowledge, and supporting the successful delivery of customer-focused projects.
Data Management Support Specialist
1 Year 3 Months- Served as a subject matter expert for Confluence Data Center, supporting collaboration, permissions management, and knowledge governance across federal organizations.
- Managed user permissions following least-privilege security principles while ensuring compliance with federal governance standards.
- Identified recurring customer issues and translated findings into documentation and process improvements, enhancing operational efficiency and service quality.
- Developed knowledge base documentation for A-11 application, decreasing resolution times and enabling faster issue resolution across support team.
- Partnered with teammates to continuously improve support documentation, troubleshooting resources, and customer communications, serving more than 200,000 users.
- Authored user guides and troubleshooting documentation that reduced MFA-related support requests by 50% and improved customer onboarding experience.
- Managed a high-volume support queue, resolving more than 800 customer requests per month while increasing overall ticket resolution productivity by 40%.
Self Employed
3 Years 10 Months- Maintained positive attitude and poise in high-pressure situations.
- Demonstrated strong self-discipline and self-management in daily tasks.
- Learned via LinkedIn Learning Windows 10 for IT support, basic and advanced troubleshooting.
- Completed online courses through Udemy and YouTube bootcamps IT support: Active Directory, end-user technical support.
- Independently researched and studied for the CompTIA Security+ 601 certification.
Federal Security Officer
1 Year 3 Months- Subject matter expert on the Smith X-ray machine.
- Awarded "Weapons of Mass Destruction Detection Expert" in annual training and located
over 50 restricted items inside multiple personal items via X-ray screening. - Implemented problem-solving skills to work through employee, customer, and
managerial staff issues and challenges. - Trained new officers on security procedures, enhancing team efficiency and knowledge retention.
Federal Security Officer
3 Years 4 Months- Implemented and enforced security procedures to maintain a safe environment.
- Utilized excellent surveillance skills to ensure security and safety.
- Collaborated with FPS staff to install security software on X-ray machines, ensuring compliance and operational readiness.
- Troubleshot X-ray machines to ensure they were updated and operating properly daily
to increase screening capabilities by 50%.
Member Support Specialist
7 Years 9 Months- Verified and maintained accurate member account information and support documentation, ensuring data integrity and improving service efficiency.
- Delivered exceptional member support by resolving account and technical issues across web and mobile financial applications while maintaining high standards of professionalism and customer satisfaction.
- Partnered with back-office teams to investigate complex member issues, coordinate resolutions, and ensure timely, seamless cross-functional communication.
- Identified recurring member concerns and escalated trends to internal stakeholders, contributing to process improvements and enhanced user experience.
- Researched emerging products, services, and industry trends to provide informed member support and identify opportunities to improve service offerings.
- Served as a trusted point of contact for members, balancing business objectives with a customer-first approach to resolve sensitive and complex inquiries.
Education
Bachelor of Science - Investigative Forensics
Skills
User Experience Design
Process Improvement
Support management
Operational Reporting
Documentation Management
Content Management
Agile / Scrum
Support tool management
SharePoint Administration
Stakeholder collaboration
Mentorship
Customer Experience (CX)
Accomplishments
- Increased support team productivity by 50% through standardized provisioning documentation.
- Increased ticket resolution productivity by 40% supporting over 200,000 users.
- Reduced MFA support requests by 50% through improved customer documentation.
- Designed enterprise data collection supporting 24 federal agencies.
- Developed a solution leveraging 8,000+ historical data fields to improve reporting accuracy.
- Created the first Section 508 Annual Assessment solution in OMB Collect.
Certification
PMP Exam Preparation Course, Project Management Institute- January 2025
Certified Scrum Master, November 2024
Languages
English
Native or Bilingual
Timeline
Information Management Specialist
TCG
07.2024 - CurrentRead More
Data Management Support Specialist
TCG
04.2023 - 07.2024Read More
Self Employed
Stay At Home Mom
05.2019 - 03.2023Read More
Federal Security Officer
Golden Srvcs
01.2018 - 04.2019Read More
Federal Security Officer
Coastal International Security
08.2015 - 12.2018Read More
Member Support Specialist
NASA Federal Credit Union
07.2007 - 04.2015Read More
University of Maryland Global Campus
Bachelor of Science from Investigative Forensics
Read More